Implementation Manager

1 week ago


Ottawa, Ontario, Canada Intouch Insight Full time

Job Summary

We are seeking a highly skilled and detail-oriented Implementation Manager to join our team at Intouch Insight. As an Implementation Manager, you will play a key role in configuring new and recurring mystery shopping and audit programs in our administrative systems, ensuring timely and high-quality delivery.

Key Responsibilities

  • Collaborate with Customer Success Managers and the Scheduling and Quality Assurance teams to configure programs and ensure seamless execution.
  • Participate in Info-Project meetings to discuss project requirements and objectives.
  • Work with the Scheduling team to obtain and share necessary elements for program implementation.
  • Client setup and configuration in our systems.
  • Review and advise on questionnaire creation.
  • Execute test shops and review contractor guidelines.
  • Prepare solicitation texts and standardize documents/communications for contractors.
  • Prepare shop cycles and configure required parameters in our systems.
  • Provide weekly implementation updates to the Business Unit Leader.
  • Ensure timely and effective communication with internal stakeholders.
  • Keep up-to-date information on project implementation.
  • Setup custom dashboards/records lists for easy access to important information.
  • Coordinate custom development requirements and track software bugs.
  • Actively participate in meetings and continuous improvement efforts.
  • Track and report on relevant KPIs, such as on-time completion rates and customer satisfaction.

Required Profile

  • High school diploma.
  • Excellent communication and project management skills.
  • Enthusiastic and dynamic individual with creative problem-solving skills.
  • Excellent team player with high-level computer skills and knowledge of Excel.

About Intouch Insight

Intouch Insight is a leading provider of customer experience management solutions. We help businesses understand their customers and improve their overall experience. Our team is passionate about delivering high-quality solutions and exceptional customer service.


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