Sr. Manager, Implementation Excellence (Remote)

The Sr. Manager, Implementation Excellence leads Inspira Financials’ implementation standards function, a shared service serving the Partner & Employer Onboarding team. This role is designed to build and manage the infrastructure, tools, and processes that power the onboarding function. The Sr. Manager will build from the ground up: establishing cross-team standards, designing and delivering training infrastructure, owning the implementation playbook library, managing change in a fast-paced environment, and partnering with internal stakeholders on onboarding best practices and collateral. This role requires a builder mindset — the ability to create structure where little exists, move fast under ambiguity, and earn trust across organizational boundaries. Duties & Responsibilities: Tools & Process Design Own and evolve the implementation toolset across all platforms, driving prioritization and adoption while eliminating manual tracking workarounds. Standardize implementation workflows across employer and partner onboarding, identifying and closing process gaps. Build and maintain the infrastructure required to support partner and employer onboarding processes end to end. Training & Onboarding Design and deliver the training curriculum and program for the onboarding team, addressing documented gaps in platform documentation and readiness. Build structured onboarding programs for new implementation associates, ensuring rapid ramp to full productivity. Partner with the partner onboarding team to codify processes as training content for the broader implementation organization. Track and report new platform fluency across the employer group team, providing leadership with visibility into onboarding readiness and capability development. Change Management Lead the change management strategy for new implementation infrastructure, process rollouts, and the ongoing build-out of the onboarding center of excellence. Partner with Sr. Director to develop and execute communication plans for platform transitions, process changes, and career framework rollouts. Track and communicate the implementation organization’s readiness progress to leadership on an ongoing basis. Playbooks & Documentation Build and maintain the implementation playbook library covering all market segments and platforms. Document requirements gathering processes for complex implementations, developing templates and standards for Business Analyst-level work. Own the white label implementation playbook — defining what varies by partner and what remains standardized underneath. Ensure playbooks are living documents, updated continuously based on post-implementation feedback and evolving onboarding best practices. Implementation Collateral & Stakeholder Partnership Partner with marketing and internal stakeholders to develop and maintain client-facing implementation materials and onboarding communications. Partner with internal stakeholders to maintain continuous feedback loop to identify opportunities for improvement. Team Leadership Directly manage Implementation Coordinators, providing coaching, direction, and career development. Assess and recommend additional dedicated roles (Project Coordinator, Business Analyst) as the team matures and workload warrants. Act as interim chair of the Implementation Excellence working group until the function is fully staffed. Partner with implementation team leaders to ensure shared service resources are allocated fairly and effectively across teams. Education & Experience: Required 7+ years of experience in implementation, operations, or program management within financial services, benefits administration, or a related regulated industry. Demonstrated experience building processes, playbooks, or standards functions from the ground up — not inheriting an established team. Strong change management capability with experience leading teams through platform migrations or significant operational transitions. Excellent cross-functional collaboration skills — able to earn trust and drive alignment across teams with competing priorities. Experience designing and delivering training programs for operational or technical subject matter. Strong written communication skills with the ability to translate complex processes into clear, actionable documentation. Ability to manage ambiguity and build structure in environments where it does not yet exist. Preferred Experience with HSA, FSA, HRA, COBRA, or related health and benefits products. Project Management Professional (PMP) certification or equivalent. Experience working within complex, matrixed organizations with multiple stakeholder groups. Prior experience standing up a center of excellence or shared service function. Other Requirements: Typical schedule is Monday–Friday, 8 am to 5 pm CT; ability to work evening/weekend hours may be required during peak periods. Employees within a 90-minute radius of the Oak Brook, IL headquarters are required to adhere to Company in-office work guidelines of 4 days per month minimum from 10 am to 2 pm CT (1 of the 4 days must be a Monday or Friday). Occasional travel up to 15%. Ability to provide personal transportation for training or meetings may be required. Occasionally lifts up to 25 pounds; prolonged periods of sitting and operating standard office equipment.