• Directly oversee day to day delivery across the team, ensuring all customer implementations stay on track, meet quality standards, and progress toward on time, customer ready outcomes. • Provide hands on support for customer escalations and blockers, stepping in quickly to guide decision making, reinforce expectations, and maintain a positive customer experience. • Coach and develop Implementation Managers, offering practical guidance, empathetic leadership, and ongoing feedback that strengthens capability, confidence, and consistency. • Monitor and manage team KPIs including on time delivery, CSAT, utilization, and escalation trends, using data to drive performance discussions and identify improvement opportunities. • Ensure consistent use of delivery processes, including project plans, RAID logs, documentation standards, and status reporting, reinforcing discipline across the team. • Coordinate resource and workload planning, balancing assignments so team members are supported, customer needs are met, and capacity constraints are managed proactively. • Drive effective cross functional collaboration, partnering closely with Product, Support, Customer Success, Content, and Sales to remove blockers and ensure smooth handoffs. • Support change adoption within the team, communicating updates clearly, reinforcing new processes, and helping team members adjust to evolving tools, expectations, and workflows.