[Hiring] Strategic Project Manager @Patra Corporation

Role Description

The Strategic Project Manager of Implementations is the leader responsible for launching new project engagements and ensuring a seamless transition into steady-state operations. You are the primary driver of project execution, turning a signed contract into a fully operational delivery model. Your core mission is to plan, coordinate, and deliver rapid, high-quality implementations that achieve operational readiness, client satisfaction, and long-term adoption of the Patra solution.

You will oversee a portfolio of key implementation projects, defined by size and/or complexity (multiple service lines), and/or client profile, acting as the central orchestrator during onboarding. This includes:

• Translating contracted scope and requirements into an executable plan.
• Managing deliverables.
• Aligning internal teams, global delivery centers, and client stakeholders.

Throughout the transition phase, you act as the single source of truth for communication, documentation, and reporting.

Qualifications

• Exceptional project management skills: Highly organized, detail-oriented, and able to drive complex initiatives involving multiple operational workstreams.
• 3+ years’ experience managing BPO implementations or large-scale operational onboarding (outsourcing, shared services, operations transformation, or similar).
• Client-facing communication excellence with the ability to manage expectations, facilitate discussions, and guide clients through change.
• Cross-functional leadership skills with the ability to align operations, technology, training, quality, and leadership.
• Hands-on problem solver adept at navigating operational and organizational challenges.

Requirements

• Experience working with offshore/global delivery centers (APAC region strongly preferred).
• Certifications such as PMP, Lean Six Sigma, or equivalent.
• Experience with workflow management tools, SLA dashboards, or BPO technology platforms.
• Prior exposure to service delivery environments (insurance, financial services, healthcare, or other regulated industries).

Responsibilities

• Lead Project Execution:
  • Own and manage the full BPO implementation lifecycle—from project kickoff through transition to operations.
  • Define, structure, and guide project plans including timelines, milestones, dependencies, and communication strategies.
  • Facilitate alignment across internal workstreams (implementation, workforce, technology, operations quality) and client stakeholders.
• Manage Client Onboarding:
  • Serve as the primary point of contact for clients during implementation.
  • Conduct kickoff sessions to confirm expectations, scope, deliverables, and operational requirements.
  • Guide client teams through process mapping, knowledge transfer, documentation, SOP validation, and readiness activities.
  • Support clients through the organizational change required to transition processes offsite.
• Manage Scope, Risk & Issue Resolution:
  • Monitor project health, proactively identify risks, and develop mitigation plans.
  • Manage scope changes with transparency and escalation where required.
  • Lead issue resolution, ensuring minimal impact on timelines and client experience.
• Develop Delivery Assets:
  • Create engagement tutorials, project plan templates, and playbooks to increase efficiency and standardization across future implementations.
• Support Growth & Expansion Opportunities:
  • Identify additional process opportunities clients may be candidates for, and partner with client account management to route expansion insights appropriately.
• Process Improvement & Feedback:
  • Provide insights and feedback from implementations to improve BPO service design, delivery playbooks, pricing assumptions, and pre-sales scoping.

Key Performance Indicators

Your success will be measured by your ability to deliver smooth, timely, impactful, and a high-quality implementation experience:

• Implementation Speed & Accuracy: Achievement of contracted timelines, staffing ramp, and projected revenue realization.
• Operational Readiness: Quality and completeness of SOPs, knowledge transfer, training, and go-live preparedness.
• Risk & Scope Control: Ability to foresee, manage, and resolve issues quickly.
• Client Satisfaction: Post-implementation CSAT and qualitative feedback.
• Project Governance Excellence: Documentation accuracy, reporting quality, and cross-functional communication effectiveness.

Working Conditions

• Work from home; must have fast broadband access.
• Interpersonal Skills: Demonstrates the ability to work well with Patra colleagues and clients and with external organizations.
• Promotes Culture of Respect & Safety: Demonstrates commitment to personal responsibility and value for safety and respect; communicates concerns; uses and promotes safe respectful behaviors based on training and lessons learned.
• Subject to and expected to comply with all applicable Patra Corp policies and procedures.

Equal Employment Opportunity

Patra Corporation is an equal opportunity employer committed to celebrating diversity and creating a safe and inclusive environment for all employees.