Customer Implementation Delivery Leader

Jobtailor; Minnesota; Hybrid; USD 120,000 - 160,000; Full time

Job summary

U.S. Bank is seeking a senior leader to head a team of Implementation Managers responsible for customer onboarding and enterprise onboarding programs. You will drive performance, timelines, and go-live commitments while coordinating with Sales, Product, Technology, and Operations.

The role emphasizes leadership, process improvement, and ensuring successful outcomes across complex onboarding initiatives in a regulated financial services environment.

Qualifications

• Bachelor’s degree, or equivalent work experience.
• Typically five or more years of relevant experience.
• Five or more years of relevant experience in implementation management, customer onboarding, project management, customer operations, client services, or related disciplines.

Responsibilities

• Lead, coach, and develop a team of Implementation Managers responsible for customer onboarding and implementation activities.
• Establish performance expectations, development plans, and accountability measures.
• Oversee implementation delivery for enterprise, gateway, integrated, and strategic partner-acquired customer onboarding programs.
• Ensure implementation milestones, deliverables, customer commitments, and go-live timelines are achieved.
• Provide leadership support for complex implementations, escalations, and high-impact customer onboarding initiatives.
• Monitor implementation performance and customer outcomes to identify risks, trends, and improvement opportunities.
• Ensure effective transition from sales engagement through onboarding, implementation, go-live, and ongoing support.
• Partner with Sales, Relationship Management, Product, Technology, Operations, Support, and Fulfillment teams.
• Facilitate communication and alignment across internal stakeholders and external customer contacts.
• Remove obstacles, resolve escalations, and drive accountability across implementation activities.
• Establish and maintain implementation standards, procedures, playbooks, and best practices.
• Drive efficiency through process improvement, standardization, automation, and continuous improvement initiatives.
• Utilize performance metrics and customer feedback to improve implementation effectiveness and customer outcomes.
• Ensure adherence to operational controls, corporate policies, and regulatory requirements.
• Support scalable onboarding and implementation processes and organizational transformation initiatives.

Skills

Implementation Management

Customer Onboarding

Project Management

Leadership Experience

Process Improvement

Education

Bachelor’s degree

Tools

CRM Platforms

Implementation Management Software

Workflow Management Tools

Project Management Platforms

Job description

• Lead, coach, and develop a team of Implementation Managers responsible for customer onboarding and implementation activities
• Establish performance expectations, development plans, and accountability measures
• Oversee implementation delivery for enterprise, gateway, integrated, and strategic partner-acquired customer onboarding programs
• Ensure implementation milestones, deliverables, customer commitments, and go-live timelines are achieved
• Provide leadership support for complex implementations, escalations, and high-impact customer onboarding initiatives
• Monitor implementation performance and customer outcomes to identify risks, trends, and improvement opportunities
• Ensure effective transition from sales engagement through onboarding, implementation, go-live, and ongoing support
• Partner with Sales, Relationship Management, Product, Technology, Operations, Support, and Fulfillment teams
• Facilitate communication and alignment across internal stakeholders and external customer contacts
• Remove obstacles, resolve escalations, and drive accountability across implementation activities
• Establish and maintain implementation standards, procedures, playbooks, and best practices
• Drive efficiency through process improvement, standardization, automation, and continuous improvement initiatives
• Utilize performance metrics and customer feedback to improve implementation effectiveness and customer outcomes
• Ensure adherence to operational controls, corporate policies, and regulatory requirements
• Support scalable onboarding and implementation processes and organizational transformation initiatives

Requirements

• Bachelor’s degree, or equivalent work experience
• Typically five or more years of relevant experience
• Five or more years of relevant experience in implementation management, customer onboarding, project management, customer operations, client services, or related disciplines
• Previous leadership experience coaching, developing, and managing employees
• Experience leading implementation, onboarding, client delivery, customer success, or operational teams
• Strong knowledge of implementation lifecycle management, project delivery, and operational readiness processes
• Experience managing enterprise, gateway, integrated, or partner-channel customer onboarding programs
• Ability to lead cross-functional initiatives involving Sales, Product, Technology, Operations, Relationship Management, and Support teams
• Strong organizational, analytical, problem-solving, and risk management skills
• Experience using CRM, implementation management, workflow, or project management platforms
• Excellent communication, presentation, stakeholder management, and relationship-building skills
• Experience driving process improvement, operational excellence, or transformation initiatives
• Payments, financial services, technology, SaaS, or customer implementation experience preferred
• Ability to work from a U.S. Bank location three or more days per week
• Ability to comply with U.S. Bank policies, procedures, and Code of Ethics and Business Conduct
• Applicants must satisfy applicable employment eligibility verification and background-check requirements

Core Competencies

Demonstrates expertise in leading implementation management and customer onboarding processes, ensuring operational excellence and adherence to performance metrics. Proven ability to drive cross-functional collaboration and process improvement initiatives within the financial services and technology sectors.

Highest-signal resume keywords

• Implementation Management
• Customer Onboarding
• Project Management
• Leadership Experience
• Process Improvement

ATS Optimization Keywords

Hard Skills

• Implementation Lifecycle Management
• Project Delivery
• Operational Readiness
• Risk Management
• Performance Metrics Analysis

Soft Skills

• Communication Skills
• Analytical Skills
• Problem-Solving Skills
• Relationship-Building Skills
• Stakeholder Management

Industry Keywords

• Payments
• Financial Services
• SaaS
• Customer Implementation
• Operational Excellence

Tools & Technologies

• CRM Platforms
• Implementation Management Software
• Workflow Management Tools
• Project Management Platforms