FLSA Classification: Exempt Reports To: Director of Client Services Job Summary: The Implementation Program Lead establishes the methodology, standards, and portfolio view for Blossom's implementation team, so every credit union implementation follows a consistent, visible, and controlled delivery model. This person also leads implementations as assigned, with a focus on the most complex engagements, including core conversions and multi-product implementations, from contract handoff through go-live and transition to Support. This is an individual contributor role with no direct reports. Supervisory Responsibilities: None Duties/ Responsibilities: Implementation methodology and standards • Design and roll out a standard implementation methodology where none exists today: phases, stage gates, exit criteria, and sign-off requirements • Own standard templates and artifacts: project charter, RACI, project plan, RAID log, status report, test plan, conversion and go-live checklists • Drive adoption across the implementation team; hold sign-off authority on stage gates and go-live readiness Portfolio and capacity • Maintain a single view of all active, pending, and pipeline implementations • Sequence start dates and balance workload across the implementation team • Validate committed timelines before they are promised to clients and flag capacity conflicts early Product delivery dependencies • Define the standard process for implementation requests to product teams, including intake format, required information, and timing • Maintain a cross-project view of implementation dependencies on product work • Identify when implementations compete for the same product capacity, recommend priority, and escalate conflicts to the Director of Client Services Reporting and visibility • Produce consistent implementation reporting: pipeline, capacity, status, health, milestones, and open change requests for implementations and professional services Scope, change, and commercial control • Enforce the change request process for implementations, including scoping, pricing with Professional Services, approval, and documentation • Surface gaps between sales commitments, contract terms, and implementation scope • Escalate risks and issues through defined paths Implementation leadership • Lead implementations as assigned, with priority on core conversions, multi-product, and other high-complexity engagements • Coordinate directly with product owners on dependencies for assigned projects • Coordinate third-party vendors, including card processors, digital banking, fraud, and integration partners, against the client's timeline • Plan and run conversion weekends, including mock conversions, reconciliation sign-off, and rollback planning • Manage relationships with credit union executives and project sponsors throughout the engagement Quality, handoff, and continuous improvement • Confirm go-live readiness against exit criteria: testing, conversion balancing, training, and compliance requirements • Own hypercare and a clean transition to Support • Run lessons-learned reviews and feed results into methodology, timeline assumptions, and pricing Performs other related duties as assigned. Required Skills/ Abilities: • Proven ability to analyze complex operational processes, identify root causes and design practical, scalable solutions. • Strong project and program management skills, including planning, scheduling, budgeting, risk management and stakeholder management across multiple concurrent initiatives. • Working knowledge of process improvement and change management methodologies such as Lean, Six Sigma, Agile and Prosci/ADKAR. • Understanding of software and hardware implementation lifecycles, including requirements gathering, configuration, data conversion, integration, testing, training and go-live. • Familiarity with credit union or financial institution operations, including core banking, digital banking and card programs. • Ability to influence and lead without direct authority, building consensus across teams and levels of the organization. • Excellent written and verbal communication skills, including the ability to present recommendations to executive leadership. • Strong analytical skills, with the ability to define metrics and use data to support decisions. • Proficiency with project management and collaboration tools such as Jira, Confluence, Notion, Smartsheet or similar, and with Google Workspace. • Highly organized, detail-oriented and able to manage competing priorities in a fast-paced environment. • Working knowledge of credit union operations and the regulatory environment (NCUA, Reg E, BSA/AML, PCI DSS) • Bilingual English/Spanish a plus Education and Experience: • Bachelor's degree in Business Administration, Information Systems, Operations Management or a related field required; Master's degree or MBA preferred. Relevant professional experience may substitute for the bachelor’s degree requirement on a year-for-year basis. • Project Management Professional (PMP) certification preferred; Lean Six Sigma, Prosci or similar change management certification a plus • 8+ years in project or program management, including at least 3 years leading implementations at a core processor, fintech, or financial institution • Experience establishing an implementation methodology or PMO from the ground up • Experience coordinating fixed-date client deliverables with agile/scrum product teams • Hands-on experience leading core conversions; multi-product delivery experience strongly preferred Physical Requirements • Prolonged periods sitting at a desk and working on a computer. • Must be able to lift up to 15 pounds at times. • Travel up to 20% to client sites, including international travel; weekend and after-hours work required during conversions and go-lives. What We Offer: • Health, fully covered: Company-paid medical, dental, and vision insurance for employees. • Life & AD&D: Company-paid life and accidental death & dismemberment coverage. • Income protection: Company-paid short- and long-term disability. • 401(k) with match: Save for the long run, and we’ll match. • Remote allowance: Cell phone and internet connectivity expenses support. • Flexible spending: FSA and Dependent Care (DCSA) accounts to stretch your pre-tax dollars. • Unlimited PTO: Take the time you actually need. • Employee Assistance Program (EAP): Confidential support for life’s harder moments. • Supplemental coverage: Voluntary insurance options to round out your plan.