[Hiring] Implementation Manager @Crum & Forster

Role Description

The Implementation Manager is responsible for leading the successful onboarding and integration of new clients, projects, and solutions in the Partnership Business Center team at Travel Insured International. This role ensures that operational, technical, and customer-specific requirements are met through effective project management, cross-functional collaboration, and process optimization. They will serve as the primary liaison between clients, internal teams, and external partners, ensuring seamless execution from project initiation through go-live and post-implementation support.

This newly created role serves as a critical liaison between multiple business units, including:

• Project Management
• Sales
• Account Management
• Marketing
• Business Development
• Claims
• Customer Service

This is an exciting time to join the team and TII as we continue to grow. This role reports to the VP, Business Development & Partnerships. This role can be based in our Glastonbury, CT office on a flexible, hybrid schedule or 100% remote (must work on EST hours).

What you will do:

• Work closely with Business Development to build trusted relationships with new partners, including airlines, hoteliers, OTAs, cruise lines, tour operators, insurance aggregators and marketplaces, and brokers, to implement our embedded API solutions into the partners’ booking flows.
• Oversee the entire client onboarding process, from discovery and planning through execution, testing, and go-live, ensuring projects are delivered on time, within scope, and on budget.
• Serve as the main point of contact during implementation, providing proactive communication, managing expectations, and ensuring client satisfaction.
• Develop detailed project plans, timelines, and milestones.
• Coordinate cross-functional teams to ensure seamless communication, alignment, and timely delivery of business initiatives.
• Identify potential issues early, develop contingency plans, and resolve problems to minimize impact on timelines and deliverables.
• Capture lessons learned, recommend process enhancements, and standardize best practices for future implementations.
• Monitor key implementation KPIs, prepare status reports, and present progress updates to leadership and stakeholders.

Qualifications

• Energized by helping build a growing team
• Ability to be successful where there may not be established processes or workflows
• Highly organized, with attention to detail
• Collaborative mindset and team player
• Proactive problem-solving abilities
• Adaptability and flexibility in a fast-paced environment
• Customer-focused approach
• Strong sense of accountability and ownership

Requirements

• A bachelor’s degree in business administration or related area of study or equivalent experience is required
• 5+ years of experience in project coordination, business operations, or a related role is required
• Experience delivering full lifecycle technical implementations including discovery, configuration, testing, and deployment.
• Strong organizational and multitasking skills with keen attention to detail.
• Excellent verbal and written communication skills.
• Ability to build relationships and work effectively across diverse teams.
• Proficiency in Microsoft Office Suite; experience with project management tools (e.g., Asana, Trello, MS Project) is a plus.
• Experience in ecommerce, travel suppliers, and/or embedded ancillary products is preferred but not required.
• Travel is required for events and meetings (20%). Travel may include international travel; a passport is required.

Benefits

• Competitive compensation package
• Generous 401K employer match
• Employee Stock Purchase plan with employer matching
• Generous Paid Time Off
• Excellent benefits that go beyond health, dental & vision, focusing on wellness including physical, mental and financial wellbeing
• Opportunities for career development including tuition reimbursement, industry-related certifications, and professional training
• A dynamic, ambitious, fun and exciting work environment
• Encouragement of social and community responsibility through matching donation programs, volunteer opportunities, and corporate giving

Company Description

Crum & Forster (C&F) provides market leading property & casualty, accident & health, specialty and standard commercial lines insurance solutions. A true underwriting company, we have a 200-year history of helping our customers manage risk with laser-focused expertise, integrity and discipline. Our people are empowered to make decisions and problem-solve smartly and swiftly.

• Annual gross written premium: $6.2 billion
• Financial strength rating of "A+" (Superior) by AM Best
• 3000 employees, with locations throughout the United States and India
• Recognized as a great place to work with multiple workplace and wellness awards