Senior Manager of Client Operations & Implementation

• Above all, you’ll be working alongside a team of collaborative, passionate, and kind humans - people who love theatre and live experiences, and who support each other just as much as they challenge each other to do great work


• We’re looking for a proactive, adaptable Senior Manager, Client Operations & Implementation to join the PxT Partner Success team


• As a hands-on leader reporting to the NYC-based Sr. Director of Operations & Implementation, you’ll translate signed contracts into successful go-lives


• But you’ll also bring curiosity and a builder’s mindset: experimenting with new tools (including AI), identifying patterns across implementations, and turning lessons learned into better playbooks. You won’t always have a defined path — and that’s part of what makes this exciting


• On-Time, High-Quality Implementations — delivered on schedule, meeting technical and business requirements with minimal post-go-live issues


• Client Confidence & Adoption — clients are fully trained and able to independently manage ticketing, reporting, and daily operations at launch


• Post-Launch Reliability — clients receive consistent troubleshooting & technical support after go-live, with 7-day coverage running smoothly for partners who require it


• Risk & Issue Management — risks are identified early, communicated clearly, and mitigated before they impact timelines or trust


• Cross-Functional Execution — strong partnerships with Product, Engineering, Sales, and Support drive smooth implementations and handoffs


• Team Leadership & Consistency — direct and indirect reports deliver consistent, high-quality execution across all projects


• Own end-to-end implementation delivery — driving execution from kickoff through go-live so timelines, scope, and quality standards are consistently met


• Lead hands-on technical configuration — partnering on configuration of client websites and microsites, implementing client-specific features, and managing data migrations and system integrations


• Train and support clients through launch and beyond — leading enablement so clients can confidently run PxT day to day, then staying engaged post-launch to troubleshoot and cover features outside client self‑service


• Scope complex projects and manage risk — breaking large initiatives into clear tasks and milestones while proactively surfacing and mitigating issues before they threaten timelines or trust


• Identify patterns across implementations — turn them into better process, templates, and tooling — including experimenting with AI and automation — so this role leaves a real mark on how PxT scales delivery


• Partner cross‑functionally — with Product, Engineering, Sales, and Support to resolve blockers and ensure clean handoffs at every stage


• Set support coverage schedules, and manage and mentor direct and indirect reports — help design shifted 7-day coverage for partners who need it and provide clear prioritisation and feedback to grow the team

Benefits

• Remote friendly / Hybrid work environment


• Healthcare, vision, and dental plans, with generous contributions from the company


• Life and disability insurance


• Paid Parental Leave


• Generous 401(k) Matching


• Flexible Paid Time Off


• Free membership to One Medical Group & Employee Assistance Program


• Annual Professional Growth Budget


• Employee donation matching


• Employee Referral Program


• Work From Home budget


• Pre-Tax Flexible healthcare spending account (FSA), Dependent Care FSA and Commuter Benefits


• Remote friendly / hybrid work environment


• Generous pension match


• Access to a bespoke Pension scheme


• Complimentary tickets to shows and events


• Employee Assistance Programme


• Healthcare cash plan


• Season Ticket loans


• Birthday off


• Three months of fully paid Parental Leave


• Salary Sacrifice Car Scheme & RAC Membership


• Employee Charity Donation Matching


• Work From Home budget


• Annual Professional Development Budget


• Cycle to work scheme


• Employee Referral Bonus

We are seeking outstanding applicants of all backgrounds to join our team to bring new voices, talent, and perspectives to the table. We encourage all to applyThis is a role for someone who thrives at the intersection of client-facing delivery and internal process-building — someone who can own complex implementations end-to-end while also helping define how we do this work as we scaleWe’re looking for someone who’s ready to grow into greater ownership and autonomy as they prove themselves in the role — this is a role with real room to expand, not a fixed job description

Requirements & Responsibilities

• Proven experience managing the full lifecycle of software implementations, from contract signing through go-live


• Comfort operating in ambiguity — able to figure out what “good” looks like without a defined playbook and bring others along


• Experience with ticketing, CRM, or e-commerce systems


• Experience directly managing people — setting priorities, giving regular feedback, and supporting professional growth


• Excellent client communication and training skills — able to manage expectations, translate complexity, and build trust


• Demonstrated project management expertise — task definition, timeline ownership, and resource coordination across complex, concurrent projects


• A proactive problem-solver with strong risk identification instincts and high attention to detail


• Experience in the arts, live events, or attractions industries is a bonus


• 5+ years of experience in technical implementation, professional services, or solutions consulting within a SaaS or B2B technology environment


• Curiosity about how AI and new tools can improve delivery operations — not required to be an expert, but genuinely interested