Implementation Manager - North America

Operations Chicago, Illinois Los Angeles, California


Position at InnerWorkings





The Implementation Manager will oversee new implementation projects located throughout North America through their life cycle, providing governance, resource, and expertise with thorough planning and execution whilst managing both operational and commercial risk. The position will manage the delivery of operational implementations with both new and existing clients. The ideal candidate will drive innovation and continuously work to improve service quality and efficiency.


  • Identify project costs and ensure projects are completed within budget
  • Develop and maintain relationships with internal and external stakeholders involved in key projects
  • Deliver new contract wins in conjunction with the INWK sales team
  • Identify, lead, and motivate a virtual team to support the successful delivery of all projects
  • Encourage innovation, ideas and input regarding service improvements from all employees
  • Ensure communication is effective and the sharing of knowledge is routine
  • Ensure company values are maintained at all times
  • Lead and participate in business projects and initiatives
  • Own the successful implementation of new and existing business opportunities
  • Challenge the status quo where appropriate and seek innovative service solutions
  • Ensure the successful delivery of robust operational processes to deliver best practice
  • Regularly report on achievements and issues, escalating issues where required
  • Continually develop knowledge and skills to maintain and improve personal performance and effectiveness in a changing environment
  • Ensure a smooth transition from implementation into business as usual (BAU) and provide support to the account team, where applicable until transition is over


  • 3+ years of experience in a project management role
  • 3+ years of experience within a print, marketing or related business environment
  • Bachelor’s degree in relevant course of study, or equivalent experience
  • Good understanding and experience of managing multiple, complex internal and external relationships
  • Excellent negotiation skills
  • Ability to develop high-quality professional documentation
  • Proven track record in delivering successful change management programs would be an advantage
  • Fluent in business English
  • Approximately 50% travel required to/from destinations within the region