Implementation Manager

(Remote, United States)

This is a work-from-home position; a reliable high-speed connection and a comfortable, private dedicated work area will be essential for this role's success.

Do you want to be part of a team that saves lives? Gaggle works with K-12 schools to prevent bullying, school violence, self-harm and suicide. Gaggle is an established, profitable company, growing over 20% each year. We are 120 people not run by VC's or Private Equity. We are on a mission, and we need your help. The work is unequivocally worthwhile - we've saved over 1,400 student lives in the last school year.

The Gaggle Implementation Manager works directly with the Implementation team to ensure efficient and accurate setup of new and additional services. A successful Implementation Manager will be able to understand and assign the workload to the team, assist with new and complex technical issues, and handle escalated customer issues. This position reports to the Director of Implementation and Customer Service.

What you will be doing:

  • Manage workload (organize, motivate, and monitor progress) of the Implementation team and hold the team accountable for aggressive goals. Workload includes new services, add-on services, and safety audits
  • Represent Operations when evaluating and rolling out new products. Help to prioritize system issues
  • Create ways to improve the customer experience when implementing Gaggle
  • Interview, hire, train, support and evaluate staff
  • Create workflows, processes, and procedures to improve scalability and efficiency
  • Respond to escalated customer issues
  • Conduct and deliver project risk analysis
  • Ensure resource availability and allocation

What you should have:

  • Strong technical aptitude to be able to understand Google and O365 environments
  • Experience managing a team, including hiring/staffing, conducting performance reviews and holding people accountable for work
  • Experience implementing a new customer purchase/product
  • Aptitude for developing procedures and internal documentation
  • Use of Salesforce CRM to maximize efficiency
  • Project management experience (certifications a plus)

Education and Experience:

  • 5+ years of customer service, non-sales account management
  • Experience in the K12 field a plus
  • Bachelor's degree in Communication, Business, Education, or a related field

Additional Information:

  • This is a work-from-home position; a reliable high-speed connection and a comfortable, private dedicated work area will be essential for this role's success
  • Job Type: Full-time

The position offers a competitive compensation package composed of salary commensurate with the candidate’s level of experience. Employee benefits include, but are not limited to medical, dental and vision, an extensive Employee Assistance Program, and participation in the Company’s 401(k) plan with a 4% company contribution. Access to WorkLifeMatters Employee Assistance Program includes 6 free face-to-face counseling visits per employee/household member per year and unlimited telephone counseling 24/7/365. WorkLifeMatters supports counseling for topics including but not limited to:

  • Bereavement
  • Financial consultation
  • ID theft
  • Legal document preparation
  • Tax consultation

Employees also have access to monthly group sessions with a licensed therapist to discuss the sensitive content reviewed on the job, as well as trainings with organizations focused on supporting mental health and wellness in the workplace.

Job Type: Full-time


EOE Statement

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.


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