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Passport is seeking an Implementation Project Manager to lead the onboarding and go-live process for new brands and 3PL (third-party logistics) partners. You will own multiple concurrent implementations, serving as the central coordinator between Sales, Product, Engineering, and Operations teams to deliver a seamless customer onboarding experience.
In this role, you will develop and manage detailed project plans, timelines, and milestones using tools like Baton, Salesforce, and Jira. You'll facilitate kickoff meetings, track action items, manage escalations, and proactively identify and mitigate risks that could impact launch timelines. You'll document project updates and launch statuses in internal systems, and contribute to building scalable process improvements, templates, and frameworks as the company grows.
You'll be the voice of the customer internally, ensuring that implementations align with brand needs and technical capabilities. You'll manage direct customer relationships throughout the implementation lifecycle—setting expectations, communicating project status, navigating difficult conversations, and handling escalations. You'll also support post-launch "hypercare" before transitioning accounts to the Customer Success team.
This is a role suited for someone who thrives in structured chaos, is comfortable with evolving priorities and processes, and can wear multiple hats in a fast-moving startup environment. You're proactive, resourceful, and comfortable helping build structure as the company scales.
REQUIREMENTS:
- 2+ years of project management, customer onboarding, or implementation experience, preferably in SaaS, logistics, eCommerce, or another fast-paced technology environment
- Experience working in a startup or high-growth environment where priorities, processes, and responsibilities evolve quickly
- Comfortable wearing multiple hats and stepping outside traditional project management responsibilities to move projects and the business forward
- Strong customer-facing communication and stakeholder management skills across technical and non-technical audiences
- Ability to manage multiple concurrent projects and competing priorities while staying organized and driving projects forward
- Strong sense of ownership and urgency; proactive communication, follow-through, early risk surfacing, and initiative-taking
- Experience navigating customer escalations, setting expectations, and communicating through project delays or blockers
- Detail-oriented and organized; able to create structure even when processes are 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
- Collaborative, solutions-oriented mindset with focus on continuous improvement
- Bachelor's degree or equivalent experience
