Implementation Project Manager

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.

• 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

• 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