Manager, Customer Implementation

About Minga Minga means community.

It’s the belief that we achieve more together than we ever could alone. At Minga, joining our team isn't just about a new role, it's about joining a collective that is deeply invested in your growth, your impact, and your connection to the people around you.

We’re building the Student Behavior Platform schools can’t live without, and we’re having fun doing it.

We are a tight-knit group of curious, low-ego humans who genuinely enjoy the "we" over the "me."

Supportive Growth: You aren’t on an island. You’ll have the autonomy to do your best work and a community that has your back every step of the way.

Shared Ownership: Whether at our Kelowna HQ or remote, you’re a vital part of a team that cares as much about the people as the product.

Real Impact: Everything we do supports the educators and students we serve, creating a ripple effect of connection in schools everywhere.

Ready to be part of the community?

Come help us make school life better for everyone.

The Role We’re not just hiring for a position, we’re adding a teammate

The Manager, Implementation Management leads and develops Minga's team of Implementation Managers, the people who take a signed school and/or district from contract to a live, trained, working product. Your mandate is to make sure every new customer launches fast, launches well, and hands off to Account Management with everything the AM needs to build a great long-term relationship.

This is a player-coach role. You understand the technical and operational details of implementation deeply enough to mentor your team through complex launches, while staying senior enough to set the process, manage capacity, and hold the function accountable to its performance targets.

Between launches, your IMs are also Minga's deepest technical and product experts on the customer-facing side — running special projects across the existing base, owning the implementation of product upgrades, and getting pulled in by Account Managers and Account Executives when an account needs implementation-grade depth. Your job is to make sure that work is resourced and prioritized alongside new launches, and delivered to the same standard.

What You’ll Do Team Leadership & Development

Lead, coach, and develop a team of Implementation Managers through 1:1s, project reviews, and direct coaching on active accounts

Set clear performance expectations against time-to-value, on-time launch rate, training completion, and handoff quality

Build individual development plans; develop IMs into increasingly autonomous, high-quality practitioners

Recruit, interview, and onboard new Implementation Managers; own their ramp to independent account ownership

Set expectations for IMs to run special projects, product upgrades, and SME support work between launches, each one leaving behind a reusable playbook

Capacity & Project Management

Manage implementation capacity across the team; match IM workload to the incoming pipeline from Sales and to special-project and upgrade demand from the existing base

Prioritize account assignments based on size, complexity, and academic calendar constraints

Prioritize special projects — platform migrations, product upgrades, new capability rollouts — and SME requests from Account Management alongside new implementations

Maintain visibility across all active implementations; identify at-risk projects and intervene early

Track team-level KPIs weekly; forecast on-time launch rates and flag risks to the Director Customer Experience

Process, Playbook & Tooling

Build and maintain the implementation playbook: project templates, technical configuration guides, training frameworks, and handoff documentation standards

Own the technical toolset for implementation, rostering platforms (Clever, ClassLink, OneRoster), SSO configuration, and data validation workflows

Drive continuous improvement in implementation speed and quality through process iteration and tooling enhancements

Maintain and improve the standards for the written handoff from Implementation to Account Management

Maintain a library of playbooks from completed special projects and upgrades so improvements compound across the team

Cross-Functional Partnership

Partner with the AE team on handoff documentation quality — ensure IMs receive complete handoffs and provide feedback when they don't

Work with the Managers, Account Management on the go-live handoff process, and on the SME requests, escalations, and upsell/expansion signals IMs surface from the base

Ensure IMs have bandwidth to support Account Executives on trials and technical evaluations when pulled in for implementation-grade depth

Bring recurring technical f