Senior AI Implementation Manager

Role Description

The Senior AI Implementation Manager leads complex, high-impact client implementations of Posh's conversational AI platform for financial institutions. This role blends strategic project leadership, technical fluency, and stakeholder management to ensure successful, on-time deployments for credit unions and community banks.

Senior AI Implementation Managers operate with a high degree of autonomy, driving execution across ambiguous or large-scale projects while setting the bar for quality and process across the team.

What You’ll Do

• Lead large, complex, or high-visibility client implementations end-to-end, defining strategy, sequencing, and execution approach
• Anticipate risks early and proactively drive mitigation plans
• Ensure alignment across client and internal stakeholders at all levels, serving as a core partner to technical, product, and client success teams
• Influence decision-making on implementation approach and tradeoffs, and act as an escalation point for complex challenges
• Design and refine solution approaches alongside technical teams, including nuanced configurations and edge cases
• Drive efficiency within operating procedures and lead strong test case development prior to customer handoff
• Develop and update documentation quality and standards across projects
• Ensure implementations meet operational, compliance, and user experience needs specific to banking workflows, and advise clients on best practices
• Mentor and support other Implementation Managers
• Identify and drive opportunities to improve implementation processes, tooling, and documentation

Qualifications

• PMP certification and/or MBA strongly preferred
• Proven experience managing complex, cross-functional, client-facing projects
• Strong technical aptitude; comfortable working with APIs, integrations, and system configurations
• Experience with conversational AI, IVR, or contact center technology a plus
• Prior experience with financial institutions (credit unions, community banks) strongly preferred
• Strong ability to influence without authority and drive alignment across teams
• Excellent communication skills, with the ability to translate technical concepts for non-technical stakeholders
• Ability to operate independently in ambiguous, fast-moving environments

What Success Looks Like

• Complex implementations delivered successfully, on time, and within scope
• Strong client relationships and satisfaction throughout the implementation lifecycle
• Effective cross-functional collaboration and leadership across internal teams

Company Description

At Posh, we’re revolutionizing the way financial institutions serve their communities. Through innovative AI solutions, we make customer support more accessible, fast, and enjoyable for both callers and staff members. Our AI assistants span digital (web and mobile) and voice (phone) channels, while our internal-facing solutions directly augment staff members’ ability to serve.

We believe the most successful AI products are built on a symbiotic relationship between humans and AI; each empowered to put their best foot forward. The bar is low, but the ceiling is high. Come build with us.

Posh does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.