Implementation Manager
VectraSalary not specified
Full Time
Mid-level (3 to 4 years), Senior (5 to 8 years)
Not SpecifiedCompensation
Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
FinTech, Financial Services, AIIndustries
Requirements
- 2+ years of experience directly managing a team of individual contributors, preferably in Implementation, Professional Services, Customer Success, or Technical Support
- Experience working in a B2B SaaS environment; familiarity with the FinTech landscape is a strong plus
- Native-level fluency in Spanish and business-professional fluency in English; comfortable conducting interviews and leading meetings in both languages
- Comfortable with complex technical products and genuine interest in or experience with AI tools (e.g., ChatGPT, Copilot, automated note-takers, or data processing agents) to improve workflows
- Strong organizational skills with the ability to manage multiple workstreams (hiring, onboarding, partnerships)
Responsibilities
- Manage a team of 6 Implementation Consultants ("Launch Managers") based in Mexico and the U.S.: conduct weekly 1:1s, quarterly performance reviews, and provide continuous coaching to hit utilization and customer satisfaction goals
- Partner with manager and Talent team to source, interview, and hire top talent, primarily in Mexico, as the hiring manager for the region
- Foster a high-performance, collaborative remote culture connecting Mexico-based team members with the broader global organization
- Own the end-to-end onboarding lifecycle for new Implementation hires: maintain training curriculum, schedule shadow sessions, and ensure ramp to full productivity within 90 days
- Serve as primary point of contact for technical partners: troubleshoot escalation issues, maintain partner documentation, and identify opportunities to deepen relationships
- Champion use of AI tools in implementation workflow: explore and operationalize tools (e.g., for data migration, automated communication, project tracking) to reduce manual work
- Continuously analyze team capacity and project throughput, using data to recommend process changes that improve speed-to-value for customers
Skills
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
What experience is required for the Manager, Launch Management role?
The role requires 2+ years of management experience and is ideal for an emerging leader passionate about people development, process optimization, and leveraging AI technologies.
Is this position remote?
Yes, the role involves fostering a high-performance, collaborative remote culture for the team.
What does the team structure look like?
You will manage a team of 6 Implementation Consultants (Launch Managers) based in Mexico and the U.S., reporting directly to the Head of Implementation and working with international teams.
What is the company culture like at Glia?
Glia is certified as a Great Place to Work with 98% employee satisfaction and emphasizes a high-performance, collaborative remote culture connecting global teams.
What makes a strong candidate for this role?
Strong candidates are operational and people-focused leaders with management experience, skilled in team development, process optimization, hiring in Mexico, and AI adoption for efficiency.
Glia
Digital customer service solutions for banks
About Glia
Glia provides digital customer service solutions specifically designed for financial institutions like banks and credit unions. Their platform includes various tools such as messaging, video, voice, and CoBrowsing, which allows customer service agents to interact with a customer's web browser in real-time. This technology enables financial institutions to engage with customers across multiple digital channels, allowing seamless transitions between chat, video calls, and voice calls without losing context. Glia's goal is to enhance customer service efficiency and user experience, ultimately improving customer satisfaction and loyalty. Unlike competitors, Glia focuses on the financial services sector, offering a tailored service that helps institutions modernize their customer interactions and increase online loan applications. By providing these tools as a service, Glia aims to help financial institutions deliver personalized support and boost customer retention.
New York City, New YorkHeadquarters
2012Year Founded
$147.8MTotal Funding
SERIES_DCompany Stage
AI & Machine Learning, Financial ServicesIndustries
201-500Employees
Benefits
Stock Options
Professional Development Budget
Risks
Rapid AI adoption could lead to increased competition from new entrants.
Financial institutions may develop in-house digital customer service solutions.
Increasing regulatory scrutiny on AI and data privacy could raise compliance costs.
Differentiation
Glia's ChannelLess® architecture allows seamless transitions between communication channels.
Quality AnalystGPT provides real-time insights into customer needs and trends.
Glia's AI-driven solutions enhance customer experience and operational efficiency.
Upsides
Increased demand for AI-driven customer service in the financial sector.
Growing trend of integrating AI with customer service platforms.
Expansion of digital banking services boosts demand for Glia's solutions.
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