Senior Manager, Professional Services

About

Wunderkind: Wunderkind is a performance marketing solution that uses AI and data to help brands acquire and retain customers through one-to-one, personalized messages across websites, email, text, and ads, guaranteeing a lift in revenue.

Founded in 2010, Our goal is to scale a brand's ability to create and grow customer relationships through websites, email, text, and ads.

We believe individuals should have the freedom to choose the kind of internet they want.

An internet that fosters genuine relationships with brands.

An internet that treats humans like real people instead of "web traffic".

We also believe in empowering brands to treat their customers as individuals, satisfying their unique needs with tailored experiences and thoughtful communication.

By expertly personalizing, automating, and scaling beautiful one-to-one experiences, Wunderkind helps brands acquire new customers at scale and keep them loyal for life.

About the Role

The Senior Manager, Professional Services is a senior technical delivery leader responsible for driving high-quality implementation execution across a portfolio of client programs.

This role acts as a technical implementation manager, project leader, and portfolio manager across Implementation Managers, ensuring work is well-planned, properly resourced, and delivered efficiently.

This role is focused on execution: translating priorities into delivery plans, coordinating resources, unblocking teams, and ensuring projects move quickly and effectively.

This is an ideal role for someone with deep implementation expertise who can both lead from the front and coach others - a player-coach who understands the details of how delivery gets done and can raise the performance of the wider implementation function.

Key Responsibilities

• Technical Delivery Leadership Lead complex implementation programs from kickoff through launch and stabilization, ensuring work is executed accurately, efficiently, and on time.
• Serve as a hands-on technical implementation leader where needed, stepping into complex delivery situations to guide execution, unblock teams, and accelerate progress.
• Oversee project planning, milestone tracking, dependency management, and risk mitigation across a portfolio of active implementations.
• Maintain clear visibility into timelines, risks, resourcing constraints, and delivery health across all in-flight work.
• Player-Coach Leadership Coach and develop Implementation Managers, raising the quality and consistency of project execution across the team.
• Act as a technical and operational mentor to other implementation leads, helping them improve judgment, execution discipline, and client delivery outcomes.
• Set a high bar for implementation quality, delivery rigor, and operational follow-through.
• Lead by example with strong command of implementation mechanics, delivery best practices, and cross-functional coordination.
• Resource Planning and Execution Partner with Functional Managers across Engineering, Design, QA, Product Integrity, and related teams to align the right resources to the right work.
• Advocate for the resources, sequencing, and support needed to move projects faster and more effectively.
• Identify delivery bottlenecks early and elevate with clear recommendations to protect timelines and client outcomes.
• Balance near-term execution needs with portfolio-level planning across multiple concurrent implementations.
• Cross-Functional Delivery Coordination Translate Customer Success priorities into clear, actionable implementation plans and workstreams.
• Ensure all contributors are aligned on scope, responsibilities, sequencing, and timelines.
• Drive tight coordination across functions to keep delivery moving and maintain a high standard of quality.
• Surface implementation risks, technical blockers, and delivery trade-offs early so decisions can be made quickly.
• Offshore Contractor Management Work closely with offshore contractors and distributed delivery resources as part of day-to-day implementation execution.
• Establish clear expectations, strong communication rhythms, and quality controls across globally distributed teams.
• Manage the practical challenges of offshore collaboration, including handoffs, accountability, speed, context-sharing, and consistency of output.
• Ensure offshore resources are integrated effectively into project plans and delivery processes.
• Operational Excellence Improve delivery processes, workflows, and execution standards across the implementation organization.
• Use data, metrics, and delivery patterns to increase predictability, throughput, and quality.
• Standardize best practices across Implementation Managers while preserving flexibility for complex client needs.
• Contribute to the evolution of implementation frameworks, delivery models, and operating rhythms as the organization scales.

What We're Looking For

• 5+ years of experience in technical implementation, technical project management, program management, or a similar delivery leadership role.
• Strong track record of leading complex, cross-functional technical implementations in a client-facing environment.
• Proven ability to execute directly while also coaching and developing other project or implementation managers.
• Deep practical understanding of how technical implementations are delivered, with the credibility to lead from experience rather than from process alone.
• Demonstrated ability to manage timelines, dependencies, competing priorities, and delivery risk across multiple concurrent projects.
• Strong resource-planning instincts and a willingness to push for what is needed to deliver faster and better.
• Experience working with distributed teams and offshore contractors, with a clear understanding of the challenges and discipline required to make that model successful.
• Strong communication and stakeholder management skills, especially in situations involving delivery risk, technical complexity, or cross-functional coordination.
• Familiarity with marketing technology, integrations, implementation workflows, and technical delivery models is a strong plus.
• Experience with Jira, ticketing systems, project management tools, and workflow management platforms is beneficial.
• Comfortable operating in a fast-paced environment with ambiguity, while bringing structure, urgency, and execution focus.
• Onboarding Expectation

To be effective in this role, the successful candidate should first be grounded in the implementation function and trained on how delivery works in practice before taking on broader leadership responsibilities.

A strong understanding of the day-to-day implementation process is essential to leading the team well, coaching effectively, and making sound decisions in live delivery environments.

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