Implementation Manager, Publisher

Role & responsibilities

• Manage the teams global operation, overseeing implementation support across APAC, EMEA, and the US and ensuring effective distribution of tasks to maximize support for regional Enterprise Publisher Professional Services teams.
• Provide hands-on technical leadership, advanced technical guidance, coaching, and mentorship to Implementation Engineers while building the team’s technical depth.
• Identify skill gaps and implement targeted training initiatives that enable the team to support increasingly complex technical implementations.
• Lead hiring, onboarding, performance reviews, goal setting, feedback, and career development plans to build and retain a high-performing technical team.
• Partner with regional leadership and cross-functional stakeholders to define strategic objectives, workflows, service level agreements, and key performance indicators.
• Drive operational excellence by identifying and implementing process improvements, tools, and efficient workflows while tracking performance, support quality, productivity, and strategic value delivered to global stakeholders.

Preferred candidate profile

• 5+ years of proven experience in a leadership or management role, directly managing a technical team (e.g. Implementation Engineers, Solutions Engineering, Professional Services, etc.).
• Demonstrated ability to mentor, coach, and develop technical talent, specifically with a track record of successfully growing a teams capacity and technical skills from supporting low-complexity tasks to handling higher-complexity project support.
• Hands-on technical leader, with strong experience with HTML, CSS, JavaScript, ReactJS and SQL. Comfortable troubleshooting and resolving technical issues independently.
• Excellent communication, interpersonal, and leadership skills with the ability to inspire and motivate a team operating in a complex, multi-stakeholder global environment.
• Strong strategic thinking and problem-solving abilities, with a track record of improving global support processes, optimizing workflows, and driving operational excellence across multi-regional stakeholders.
• Experience in change management and team growth is required.
• Familiarity with AI technologies and the ability to leverage AI to optimize processes and increase efficiency is a strong advantage.