Implementation Project Manager

BackOps AI • Hayward Highland, California, United States • 3d ago

About BackOps

BackOps is building AI-native automation for supply chain and back-office operations at the world's largest enterprises. Our products — Relay (exception detection and resolution) and the AI Process Center (workflow knowledge capture and automation) — replace manual firefighting and tribal knowledge with systems that scale.

The Role

We're hiring a Project Implementation Manager to own the post-sale relationship with our largest, most strategic customers. This is not a traditional CSM role — you'll act as an embedded consultant inside the customer's organization, helping them adopt BackOps across teams, geographies, and workflows. You'll lead implementations end-to-end, run trainings and enablement, and serve as the operational and technical bridge between our product and their business.

This role exists because our biggest customers don't just need software — they need a partner who can map their processes, build internal champions, and drive change management at scale. You'll be that partner.

What You'll Do

Own implementation and rollout for our largest enterprise customers, from kickoff through full org-wide adoption

Act as an embedded consultant — diagnosing process gaps, recommending workflow redesigns, and helping customers standardize how their teams operate

Build and deliver training programs, enablement sessions, and educational materials tailored to different stakeholder groups (ops teams, managers, executives)

Partner with customer engineering and IT teams on integrations, data flows, and technical configuration

Translate customer feedback into product requirements; work directly with engineering and product to close gaps

Track adoption metrics, identify expansion opportunities, and own renewal motions alongside the founders

Serve as the operational owner for POCs and pilots that need to graduate into production deployments

What We're Looking For

5-8 years of experience in implementation, technical project management, or consulting — ideally at a top-tier consulting firm (BCG, McKinsey, Bain, Deloitte, Accenture) or an enterprise SaaS company serving large customers

Strong technical fluency: comfortable with APIs, data models, integrations, and reading enough code to debug an issue or scope a workflow. You don't need to be an engineer, but you should be able to hold your own with one

Demonstrated ability to drive adoption and change management inside large, complex organizations

Excellent written and verbal communication — you can run a working session with frontline ops one hour and present to a CIO the next

Experience building training programs, documentation, or enablement content

Bias toward ownership: you treat customer outcomes as your own and don't wait for permission to fix things

Nice to Have

Background in supply chain, logistics, distribution, or back-office operations

Prior experience at a startup

Management consulting background (strategy or operations)

Experience with workflow automation, RPA, or AI/ML product implementations

Compensation & Benefits

Competitive base salary + meaningful equity

Full health, dental, and vision