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FREEMAN Manager - Digital Implementation in Las Vegas, Nevada

About Us

We are a global company of thinkers, designers, and doers. Freeman partners with our clients to build a connection with their customers by creating brand experiences that are seamless, innovative, and immersive. From strategy, creative, and digital to logistics and event technology, our teams place the client at the center, helping them connect to people in meaningful and personal ways. What makes us unique is our collaborative culture, intuitive knowledge, global perspective, and personalized approach developed from our 90-year legacy as an industry leader. Freeman connects people to a universe of opportunities that create a spark, build understanding, and inspire action.

Summary

The Manager, Digital Implementation role will work closely with the Director, Digital Implementation and Support to manage a team of Implementation Specialists who support client engagement projects. Critical to the role is the ability to create processes from scratch and iterate quickly in a fast-paced environment. The role will work closely with team members to provide coaching and mentoring. In collaboration with the Director, Digital Implementation and Support this role will drive processes, standard operating procedures (SOP’s), and resources necessary to meet project implementation requirements. The Manager, Digital Implementation partners closely with the Digital Producers, Technical Customer Success Managers (TCSMs), Product Managers, Tier 2 Support, and Channel Sales and Growth teams to ensure service delivery excellence which maintains customer satisfaction and grows Digital product adoption.

Essential Duties & Responsibilities

  • Leads a dynamic team of Implementation Specialists; continuously evaluates staff positions, responsibilities and individuals for appropriate performance and potential for improvement and growth; mentors staff to improve skills, and provides career growth

  • Responsible for the execution and management of digital programs and projects including timelines and project teams

  • Oversees management of personnel resources including schedules, capacity planning, and work assignments

  • Sets and maintains a high standard of service delivery within their team

  • Creates and maintains team resources including: standard operating procedures (SOP’s), software tools, process documentation, quality monitoring and customer facing collateral

  • Maintains deep technical knowledge of Digital product offerings and related development roadmaps

  • Develops and manages internal processes for collecting and sharing meaningful customer feedback at a regular cadence with the broader Digital Leadership team

  • Resolves customer issues as an escalation point for technical and troubleshooting needs

  • Works cross functionally to improve team collaboration and client satisfaction

Education & Experience

  • Bachelor’s Degree or equivalent experience

  • (7) seven years of service experience in customer success or technology delivery

  • Prior experience with software implementation and configuration is a plus

  • Prior experience managing a team is a plus

  • Must have hands on field technical experience with a broad knowledge of products including digital technology; knowledge of Freeman product and services preferred

Diversity Commitment

At Freeman, our commitment to diversity and inclusion is helping us to create not only a great place to work, but also an environment where our employees, our customers and our communities around the world can reach their goals and connect with each other. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status and other characteristic protected by federal, state or local laws.

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