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Implementation Supervisor



People & HR, Operations
United States · Remote
Posted on Thursday, May 11, 2023
The Implementation Supervisor will take the lead in developing our Call Center implementation operations and scaling Slingshot by WorkWave's rapidly growing customer base. This person is positioned as a key player between sales and support management, in driving customer adoption of Slingshot Services from initial setup to Go-live. They will be managing two teams, the Implementation team and the Scripting team.


  • Manage the day-to-day customer implementation setup including overseeing form builds and Quality Assurance
  • Work autonomously on a daily basis and provide weekly updates to their leader on key project updates, achievements and roadblocks
  • Work closely with senior leadership to drive key initiatives and continually improve the customer journey to remove friction and enhance product utilization
  • Collaborate with teams across the organization (e.g., product, sales, and support) to ensure a seamless implementation experience and service adoption for net new customers and existing WorkWave users purchasing additional forms.
  • Manage proactively communications from customer escalations
  • Outline standard operating procedures for the Implementation Team
  • Work closely with Implementation Specialists to ensure key success metrics, roadmap projects and deliverables are achieved
  • Measure individual and team-wide performance to create accountability and consistency across all implementation job functions
  • Create and maintain Salesforce reporting for implementation key tracking and team visibility into customer implementations that need to be actioned
  • Build and present PowerPoint overviews of Implementation Team adherence to key metrics for Quarterly Business Reviews and Product Council meetings
  • Craft agendas and deliver weekly Implementation Team meetings and direct report 1:1’s to recognize successes, address opportunities for improvement, keep the team informed, and monitor customer advancement
  • Enable and motivate the team to support the company vision and priorities


  • 2+ years in call center customer service, implementation, or training
  • Ability to manage time and self learn
  • Extreme attention to detail and organization
  • Strong leadership skills and ability to drive team engagement
  • Experience with team leadership
  • Excellent presentation and communication skills
  • Critical thinking skills
  • Cross team communication skills
  • Conflict resolution
  • Cope with setbacks
  • Flexibility in schedule as role requires early and/or late availability depending on team/customer's needs and time zone


  • Working knowledge of Gravity Forms
  • Experience using Salesforce, Slack, Five9, GuideCX and G Suite
"We are looking for someone who is excited to grow their career in Implementation, eager to learn, and passionate about customer experience."
• We know that there are benefits of being in the office and working from home. WorkWave promotes a healthy work/life balance and provides employees with the flexibility of collaborating in the office or the option to work virtually if desired.
• We have employees in over 30 states, 7 countries and many regional offices - each with their own set of perks and opportunities to give back to the local community.
• Whether you work remotely or take advantage of one of our offices, you’ll find a community of WorkWavers that value diversity, and care deeply about our products, clients, our communities and each other.
• Our HQ is based at our state of the art home office in the historic Bell Works complex located in Holmdel Township, New Jersey
• With everything you could find in a great downtown -- from restaurants and retail to art and culture the Bell Works “Metroburb” is a microcosm of innovation, possibility, and inspiration and WorkWave is proud to be a part of it
• Pharmacy, urgent care, bank, restaurants, florist, gym, dentist, outdoor patio bar and weekly farmers market all conveniently located on the first floor - making running errands on a break a breeze.
• We work hard but play hard too...need a break? When in the office kick back in our common area, play a game of arcade basketball, video games in our game rooms or face off in a ping pong match
WORKING REMOTE? Great! Our teams are well versed at working collaboratively in a fully virtual environment. We keep our offices available to all to use when working remotely isn’t feasible, or to help with cross training, team building and/or brainstorming.
• Employees can expect a robust benefits package, including health and dental and 401k with company match
• Find your perfect work/life balance with our Flexible Time Off policy or generous PTO plan (role dependent) and paid holidays
• Tuition reimbursement
• Robust Employee Assistance Program through TotalCare offering free counseling 24/7/365, plus financial counseling, legal guidance, adoption assistance services and much more!
• 24/7 access to virtual medical care with Teladoc
• Quarterly awards based on peer nominations
• Regional discounts and perks
• Opportunities to participate in charitable events and give back to the community
• We understand the impact of attracting and keeping top talent and reward intellectual curiosity and a thirst for personal and professional growth
• Encouraging our employees that already have an intimate knowledge of and passion for our products to apply for other roles within our walls just makes sense!
• Our employees have access to extensive video libraries for soft skill and role specific training available 24/7 and live trainings are provided throughout the year
• 10 Time winner of Best Place to Work in New Jersey by NJBiz !
• WorkWave has been recognized with multiple awards for its outstanding products, growth and culture, including the Inc. 5000, SaaS Award, IT World Awards, Globe Awards, Silver Stevie Award for Employer of the Year, and Best Place to Work Inc. Magazine
• Recently named one of The Software Report's 3rd annual list of the Top 100 Software Companies of 2022 (worldwide!)
We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status: Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At WorkWave, we are dedicated to building a diverse, inclusive and authentic workplace, so if you feel like you could make a great impact in this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may just be the right candidate for this or other roles!
WorkWave supports salary transparency, however please note that salary estimates provided by websites (LinkedIn, Glassdoor, etc.) and not by WorkWave may not accurately reflect the actual salary range for the position.