Implementation Project Manager

Passport; Canada; On-site; CAD 85,000 - 110,000; Full time

Job summary

Passport is seeking an Implementation Project Manager to coordinate multiple, concurrent onboarding programs from kickoff to go-live. You will align across Sales, Product, Engineering, and Operations to deliver a smooth onboarding experience for Passport customers.

You will thrive in a fast-moving startup environment, surface risks early, and help build scalable processes as we scale. Strong collaboration and communication with both technical and non-technical stakeholders are essential.

Qualifications

• 2+ years of project management, customer onboarding, or implementation experience in SaaS/logistics/fast-paced tech.
• Experience in startup or high-growth environments where priorities/processes evolve quickly.
• Willingness to wear multiple hats to move projects forward.
• Strong customer-facing communication and stakeholder management skills for technical and non-technical audiences.
• Experience managing multiple concurrent projects and priorities.
• Proactive communication, risk surfacing, and initiative.
• Experience navigating escalations and delays.
• Detail-oriented with ability to create structure during evolving processes.
• Proficiency with Salesforce, Jira, or project management tools; Baton is a plus.
• Understanding of eCommerce workflows such as Shopify, BigCommerce, 3PL integrations, APIs, or shipping carriers.
• Collaborative, solutions-oriented mindset focused on continuous improvement.
• Bachelor's degree or equivalent experience.

Responsibilities

• Lead implementation projects for new brands and 3PL partners from post-sale kickoff to go-live.
• Develop and manage project plans, timelines, and milestones using Baton, Salesforce, and Jira.
• Coordinate cross-functional stakeholders to ensure a smooth transition from Sales to Implementation to Hypercare.
• Facilitate kickoff and status meetings, track action items, and manage escalations.
• Identify and mitigate risks or blockers that could impact a launch timeline.
• Document project updates and launch statuses in internal systems.
• Contribute to process improvements, templates, and frameworks for scalable implementations.
• Advocate for customer experience by aligning setups with brand needs and technical capabilities.
• Support post-launch hypercare before transitioning accounts to Customer Success.
• Directly manage customer relationships, including setting expectations and handling escalations.

Skills

Project management

Customer onboarding

SaaS

Logistics

Stakeholder management

Cross-functional collaboration

Communication

Problem solving

Organization

Salesforce

Jira

Baton

Education

Bachelor's degree or equivalent experience

Tools

Baton

Salesforce

Jira

Shopify

BigCommerce

Job description

About the Role

The Implementation Project Manager (IPM) ensures new brands and 3PL partners are set up for success from kickoff through go-live. You'll own multiple concurrent implementations, coordinating across Sales, Product, Engineering, and Operations to deliver a seamless, efficient onboarding experience for Passport's customers.

You're the type of person who thrives in structured chaos, managing timelines, surfacing risks early, and ensuring that every launch feels organized, informed, and successful. You're comfortable working in a fast-moving startup environment where priorities can shift, processes continue to evolve, and you may need to wear multiple hats to get the job done. You don't need every process to be perfectly defined because you're proactive, resourceful, and comfortable helping build the structure as we scale.

What You’ll Do:

• Lead implementation projects for new brands and 3PL partners from post-sale kickoff to successful go-live

• Develop and manage project plans, timelines, and milestones using tools like Baton, Salesforce, and Jira

• Coordinate cross-functional stakeholders (Sales, Solutions, Product, and Ops) to ensure a smooth transition from Sales to Implementation to Hypercare

• Facilitate kickoff and status meetings, track action items, and manage escalations

• Identify and mitigate risks or blockers that could impact a launch timeline

• Document project updates and launch statuses in internal systems

• Contribute to process improvements, templates, and frameworks that make implementations more efficient and scalable

• Advocate for the customer experience by ensuring the setup aligns with brand needs and technical capabilities

• Support post-launch "hypercare" before transitioning accounts to Customer Success

• Experience directly managing customer relationships, including setting expectations, communicating project status, navigating difficult conversations, and managing escalations

What we're looking for: (Please apply even if you don't meet all of the criteria)

• 2+ years of project management, customer onboarding, or implementation experience, preferably within SaaS, logistics, eCommerce, or another fast-paced technology environment

• Experience working in a startup or high-growth environment where priorities, processes, and responsibilities can evolve quickly

• Comfortable wearing multiple hats and stepping outside of traditional project management responsibilities when needed to move a project or the business forward

• Strong customer-facing communication and stakeholder management skills across both technical and non-technical audiences

• Experience managing multiple concurrent projects and competing priorities while staying organized and driving projects forward

• Strong sense of ownership and urgency by proactively communicating, following through, surfacing risks early, and taking initiative to identify next steps

• Experience navigating customer escalations, setting expectations, and communicating through project delays or blockers

• Detail-oriented and organized, with the ability to create structure even when a process is still evolving

• Proficiency with Salesforce, Jira, or project management tools; Baton experience is a plus

• Understanding of eCommerce workflows such as Shopify, BigCommerce, 3PL integrations, APIs, or shipping carriers

• A collaborative, solutions-oriented mindset with a focus on continuous improvement

• Bachelor's degree or equivalent experience