The Implementation Manager will be the lead representative of the WPO Implementation team in working with WPO Service Delivery, Account Management, IT and with EAP client contacts to implement standard work-life consultation and web services. 

Additionally this role will be responsible for implementing all US add-on products and services including AdvantageAnswer24.  This role is an integral team member to the Service Delivery Executive Team.  In addition to reporting to and working with the Director of Implementation and Service Quality; she/he will work closely with the VP of US Service Delivery, Raleigh Call Center Manager, US Training Coordinator, Service Quality Managers, Implementation Specialist and Powerflex Web Developer(s).

• Attention to detail
• Flexibility; creative problem-solving with ability to remember similar resolutions/problems and think “outside the box” to assist the customer
• Proficiency and competence with computer and application skills including:
  • Excel
  • Other Microsoft Office
  • EAP Expert
  • Filemaker
  • Outlook
  • HTML-coding or other web-based languages
  • Photoshop
• Specific web and database task skills will be taught on-the-job (prior experience though a plus)
• Strong customer service skills are a must
• Excellent time management skills and ability to meet multiple deadlines under extreme pressure
• Project Management experience preferred/Ability to prioritize and organize tasks to meet a deadline (basic project management skills) required

• Manage work-life service implementations; including new EAPs or upgrade to services for existing EAP clients
• Coordinate requests with Implementation Specialist for inputting/updating case management records in preparation for implementations or changes
• Collaborate with Service Quality Managers to ensure internal staff trained and informed of implementations
• Support Director of Implementation with Global implementations; International EAP services and website
• Work with Director of Product Development in scoping out development of new products – specifically capabilities on website and impact to Service Delivery
• Monitor Powerflex Web Developer(s) task list and help set customer expectations for completion of incoming and ongoing requests
• Trouble-shooting website issues for clients, Consultants/Counselors, and Account Managers
• Create demo sites per Sales and Account Management requests for new prospective business and/or RFPs
• Assist in RFP/Sales/Account Management requests for service explanations
• Website Help Desk issues– investigating, confirming, writing up ticket for developer, confirming developer’s work and alerting client contact or Account Manager, logging issue in complaint database
• Modify work-life websites per Help Desk requests (non-programming issues)
• HTML-coding of web content as needed (back-up)
• Implement/Maintain WPO Wellness Accounts in Convergence database (back-up)
• Other duties and tasks as assigned by Director of Implementation and Service Quality based on business needs