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Passport is seeking an Implementation Project Manager to lead the successful onboarding of new brands from post-sale kickoff through go-live. You will own multiple concurrent implementations, coordinating across Sales, Product, Engineering, and Operations to deliver seamless and efficient customer onboarding experiences.
In this role, you will develop and manage project plans, timelines, and milestones using tools like Baton, Salesforce, and Jira. You'll coordinate cross-functional stakeholders to ensure smooth transitions from Sales through Implementation to Go-Live, track action items, manage escalations, and identify risks that could impact launch timelines. You'll serve as the primary point of contact for brands and 3PL partners throughout implementation, building strong relationships and understanding their technical requirements.
You'll document project updates and decisions in internal systems, contribute to process improvements and scalable frameworks, and advocate for customer experience by ensuring setups align with brand needs and technical capabilities. This is a fast-moving startup environment where priorities shift and processes evolve—you'll need to be resourceful, proactive, and comfortable wearing multiple hats to move projects and the business forward.
REQUIREMENTS:
- 2+ years of project management, customer onboarding, or implementation experience, preferably in SaaS, logistics, eCommerce, or fast-paced technology environments
- Experience in a startup or high-growth environment where priorities and processes evolve quickly
- 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
- Strong sense of ownership and urgency; proactive communication and risk surfacing
- Experience navigating customer escalations and communicating through project delays or blockers
- Detail-oriented and organized with ability to create structure in evolving processes
- Resourceful and comfortable finding answers and engaging partners when ownership is unclear
- Proficiency with Salesforce, Jira, or project management tools (Baton experience a plus)
- Understanding of eCommerce workflows such as Shopify, BigCommerce, 3PL integrations, APIs, or shipping carriers
- Collaborative, solutions-oriented mindset focused on customer experience and continuous improvement
- Bachelor's degree or equivalent experience
