Implementation Program Lead

FLSA Classification

Exempt
Reports To

Director of Client Services
Job Summary

The Implementation Program Lead establishes the methodology, standards, and portfolio view for Blossom's implementation team, so every credit union implementation follows a consistent, visible, and controlled delivery model. This person also leads implementations as assigned, with a focus on the most complex engagements, including core conversions and multi-product implementations, from contract handoff through go-live and transition to Support. This is an individual contributor role with no direct reports.
Supervisory Responsibilities

None
Duties/ Responsibilities

Implementation methodology and standards

Design and roll out a standard implementation methodology where none exists today: phases, stage gates, exit criteria, and sign-off requirements
Own standard templates and artifacts: project charter, RACI, project plan, RAID log, status report, test plan, conversion and go-live checklists
Drive adoption across the implementation team; hold sign-off authority on stage gates and go-live readiness
Portfolio and capacity

Maintain a single view of all active, pending, and pipeline implementations
Sequence start dates and balance workload across the implementation team
Validate committed timelines before they are promised to clients and flag capacity conflicts early
Product delivery dependencies

Define the standard process for implementation requests to product teams, including intake format, required information, and timing
Maintain a cross-project view of implementation dependencies on product work
Identify when implementations compete for the same product capacity, recommend priority, and elevate conflicts to the Director of Client Services
Reporting and visibility

Produce consistent implementation reporting: pipeline, capacity, status, health, milestones, and open change requests for implementations and professional services
Scope, change, and commercial control

Enforce the change request process for implementations, including scoping, pricing with Professional Services, approval, and documentation
Surface gaps between sales commitments, contract terms, and implementation scope
Escalate risks and issues through defined paths
Implementation leadership

Lead implementations as assigned, with priority on core conversions, multi-product, and other high-complexity engagements
Coordinate directly with product owners on dependencies for assigned projects
Coordinate third-party vendors, including card processors, digital banking, fraud, and integration partners, against the client's timeline
Plan and run conversion weekends, including mock conversions, reconciliation sign-off, and rollback planning
Manage relationships with credit union executives and project sponsors throughout the engagement
Quality, handoff, and continuous improvement

Confirm go-live readiness against exit criteria: testing, conversion balancing, training, and compliance requirements
Own hypercare and a clean transition to Support
Run lessons-learned reviews and feed results into methodology, timeline assumptions, and pricing
Performs other related duties as assigned.
Required Skills/ Abilities

Proven ability to analyze complex operational processes, identify root causes and design practical, scalable solutions.
Strong project and program management skills, including planning, scheduling, budgeting, risk management and stakeholder management across multiple concurrent initiatives.
Working knowledge of process improvement and change management methodologies such as Lean, Six Sigma, Agile and Prosci/ADKAR.
Understanding of software and hardware implementation lifecycles, including requirements gathering, configuration, data conversion, integration, testing, training and go-live.
Familiarity with credit union or financial institution operations, including core banking, digital banking and card programs.
Ability to influence and lead without direct authority, building consensus across teams and levels of the organization.
Excellent written and verbal communication skills, including the ability to present recommendations to executive leadership.
Strong analytical skills, with the ability to define metrics and use data to support decisions.
Proficiency with project management and collaboration tools such as Jira, Confluence, Notion, Smartsheet or similar, and with Google Workspace.
Highly organized, detail-oriented and able to manage competing priorities in a fast-paced environment.
Working knowledge of credit union operations and the regulatory environment (NCUA, Reg E, BSA/AML, PCI DSS)
Bilingual English/Spanish a plus
Education and Experience

Bachelor's degree in Business Administration, Information Systems, Operations Management or a related field required; Master's degree or MBA preferred. Relevant professional experience may substitute for the bachelor's degree requirement on a year-for-year basis.
Project Management Professional (PMP) certification preferred; Lean Six Sigma, Prosci or similar change management certification a plus
8+ years in project or program management, including at least 3 years leading implementations at a core processor, fintech, or financial institution
Experience establishing an implementation methodology or PMO from the ground up
Experience coordinating fixed-date client deliverables with agile/scrum product teams
Hands-on experience leading core conversions; multi-product delivery experience strongly preferred
Physical Requirements

Prolonged periods sitting at a desk and working on a computer.
Must be able to lift up to 15 pounds at times.
Travel up to 20% to client sites, including international travel; weekend and after-hours work required during conversions and go-lives.
What We Offer

Health, fully covered: Company-paid medical, dental, and vision insurance for employees.
Life & AD&D: Company-paid life and accidental death & dismemberment coverage.
Income protection: Company-paid short- and long-term disability.
401(k) with match: Save for the long run, and we'll match.
Remote allowance: Cell phone and internet connectivity expenses support.
Flexible spending: FSA and Dependent Care (DCSA) accounts to stretch your pre-tax dollars.
Unlimited PTO: Take the time you actually need.
Employee Assistance Program (EAP): Confidential support for life's harder moments.
Supplemental coverage: Voluntary insurance options to round out your plan.

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