About the Role
The Implementation Project Manager (IPM) ensures new brands and 3PL partners are set up for success from kickoff through go-live. You’ll own multiple concurrent implementations, coordinating across Sales, Product, Engineering, and Operations to deliver a seamless, efficient onboarding experience for Passport’s customers.
You’re the type of person who thrives in structured chaos, managing timelines, surfacing risks early, and ensuring that every launch feels organized, informed, and successful. You’re comfortable working in a fast-moving startup environment where priorities can shift, processes continue to evolve, and you may need to wear multiple hats to get the job done. You don’t need every process to be perfectly defined because you’re proactive, resourceful, and comfortable helping build the structure as we scale.
What You’ll Do:Lead implementation projects for new brands and 3PL partners from post-sale kickoff to successful go-live
Develop and manage project plans, timelines, and milestones using tools like Baton, Salesforce, and Jira
Coordinate cross-functional stakeholders (Sales, Solutions, Product, and Ops) to ensure a smooth transition from Sales to Implementation to Hypercare
Facilitate kickoff and status meetings, track action items, and manage escalations
Identify and mitigate risks or blockers that could impact a launch timeline
Document project updates and launch statuses in internal systems
Contribute to process improvements, templates, and frameworks that make implementations more efficient and scalable
Advocate for the customer experience by ensuring the setup aligns with brand needs and technical capabilities
Support post-launch “hypercare” before transitioning accounts to Customer Success
Experience directly managing customer relationships, including setting expectations, communicating project status, navigating difficult conversations, and managing escalations
2+ years of project management, customer onboarding, or implementation experience, preferably within SaaS, logistics, eCommerce, or another fast-paced technology environment
Experience working in a startup or high-growth environment where priorities, processes, and responsibilities can evolve quickly
Comfortable wearing multiple hats and stepping outside of traditional project management responsibilities when needed to move a project or the business forward
Strong customer-facing communication and stakeholder management skills across both technical and non-technical audiences
Experience managing multiple concurrent projects and competing priorities while staying organized and driving projects forward
Strong sense of ownership and urgency by proactively communicating, following through, surfacing risks early, and taking initiative to identify next steps
Experience navigating customer escalations, setting expectations, and communicating through project delays or blockers
Detail-oriented and organized, with the ability to create structure even when a process is still evolving
Proficiency with Salesforce, Jira, or project management tools; Baton experience is a plus
Understanding of eCommerce workflows such as Shopify, BigCommerce, 3PL integrations, APIs, or shipping carriers
A collaborative, solutions-oriented mindset with a focus on continuous improvement
Bachelor’s degree or equivalent experience
