Senior Implementation Manager

Role overview

Work arrangement

• Hybrid work arrangement based in Markham, Ontario.
• Monday to Friday during standard business hours; travel is required.

Responsibilities

• Manage cross-functional stakeholder engagement, project expectations, implementation approaches, and status reporting.
• Troubleshoot implementation issues, identify risks, develop mitigations, and monitor outcomes after implementation.
• Facilitate business reviews and analyze current- and future-state processes and business solutions.
• Gather requirements and translate business needs and technical specifications into operational requirements.
• Analyze and model business functions, processes, information flows, and data structures.
• Develop or assist with SOPs, work instructions, forms, statements of work, scripts, and process flows.
• Create user flows, wireframes, UX/UI mock-ups, and interactive prototypes using industry design tools.
• Manage and version information from stakeholders while ensuring processes, design standards, and procedures are followed.
• Prepare technical reports, analyze operational metrics, conduct ad hoc investigations, and advise on workflow, productivity, quality, and solution design.
• Participate in strategic customer meetings and business reviews; document best practices and lessons learned.

Qualifications and experience

• At least 5 years of experience in a technical business analyst role supporting technology-enabled initiatives.
• Ideally, at least 5 years implementing cross-functional initiatives.
• Ideally, at least 5 years in system development and database analysis, with 2–3 years in prototyping and requirements analysis.
• Ideally, at least 5 years working with user personas, empathy maps, user journeys, user flows, wireframes, mock-ups, presentations, and reports.
• Bachelor’s degree or comparable work experience.

Skills and preferred background

• Strong knowledge of requirements gathering, analysis, prototyping design tools, Agile methodology, and sprint-based development.
• Expert knowledge of UX/UI design tools is highly desired.
• Strong organization, communication, listening, facilitation, analytical, conceptual, critical-thinking, judgment, and problem-solving skills.
• Proven customer-facing and facilitation experience.
• Healthcare business background involving patient support programs and/or healthcare provider support is an asset.

Compensation and benefits

• Anticipated base salary is CAD 105,000–122,500 annually, determined by relevant experience, skills, and internal equity.
• Benefits include vacation, wellness and sick days, health and dental coverage, insurance, an employee and family assistance program, and RRSP matching.

About Sentrex