Implementation Lead

About the Role

As an Implementation Lead for Employee Transportation Services (ETS), you will own the journey of large enterprise clients from solution deep-dive through to the successful onboarding, launch and stabilization of managed employee commute programs across India and APAC.

You will act as the critical bridge between Sales, Product and long-term client success - closing mid-funnel deals through in-depth, customized demos, leading complex client integrations and pre-launch readiness, and ensuring a seamless transition from signed deal to a fully integrated, operating program.

You will partner with customers’ Transport, Admin, HR, Security, IT and Facilities teams, and with Sales, Operations, Product, Engineering, Safety, Customer Trust and Support teams internally, to deliver safe, reliable and cost-efficient commute solutions - from roster and route design through go-live and steady-state performance.

The role sits at the intersection of operations, program management and customer success, directly impacting service quality, customer satisfaction and revenue growth, and is pivotal to building a repeatable ETS launch engine.

What You’ll Do

• Own in-depth, customized ETS solution demos - including client-specific configuration discussions and scenario simulations (e.g., Guard vs. Non-Guard trips, On-Time vs. Delayed trips) - to validate fit and close deals alongside Account Executives, and lead User Acceptance Testing (UAT) sessions after deal signing
• Act as the primary technical subject matter expert during the sales cycle, owning and supporting the technical sections of RFPs and client proposals to accelerate deal closures
• Lead end-to-end implementation of ETS programs for enterprise clients - from requirements gathering and site readiness through pilot, go-live and hypercare - ensuring seamless and timely launches
• Partner with customers to understand shift patterns, employee rosters, pickup/drop locations and commute policies, and translate them into routing, fleet and service design
• Define SLAs and success metrics with customers (e.g., on-time performance, seat utilization, trip completion, safety incidents, employee satisfaction) and drive adoption among employees, transport admins and operations teams
• Work with fleet partners, drivers and on-ground operations teams to ensure vehicle, driver and compliance readiness (permits, insurance, driver verification, vehicle fitness) before and after launch
• Implement safety and compliance protocols, including night-shift and women-employee safety requirements, in-vehicle safety features and incident escalation processes
• Coordinate technical onboarding with Product, Engineering and Global Shared Services (GSS) - roster uploads, HRMS/attendance, SFTP and SSO integrations, data pipelines, user and policy configuration, and billing set-up - keeping core engineering focused on product builds
• Navigate client InfoSec and compliance requirements alongside the Customer Trust team, and drive pre-launch readiness and UAT to sign-off so that each program is handed over to Operations fully documented and launch-ready
• Run regular operational reviews with customers, analyze performance data, root-cause service gaps and drive corrective actions and continuous cost and efficiency improvements; identify growth opportunities such as new sites, shifts, shuttle routes and EV adoption
• Relay client feedback, technical requirements and market learnings to the Product team to influence the ETS roadmap, set accurate client expectations on capabilities and timelines, and escalate forward-looking feature requests
• Build and maintain ETS enablement resources - feature lists, FAQs, sales collateral and standardized demo narratives - support repeatable demo environments (test accounts and simulated trips), and test new feature rollouts for incoming clients ahead of launch
• Act as a trusted advisor to clients and deeply understand ETS products, operating model and tools to deliver customer trainings, onboarding sessions and troubleshoot customer issues

Basic Qualifications

• 4+ years of professional experience, including 3+ years in a client-facing role (implementation, program/project management, operations, consulting, account management or similar)
• Strong project management and organizational skills with the ability to manage multiple stakeholders, sites and deadlines in operationally intensive environments
• Excellent communication and stakeholder management skills, both written and verbal, with the ability to engage customer leadership as well as on-ground operations and vendor teams
• Demonstrated ability to deliver technical product demonstrations and explain complex solutions clearly to business, technical and operations audiences
• Working knowledge of enterprise integration concepts (SFTP, SSO, HRMS, data pipelines) and experience managing end-to-end implementations, including UAT and InfoSec/compliance reviews
• Proven ability to influence and work across Sales, Product, Engineering and Operations teams without direct authority
• Strong analytical skills, with working proficiency in Excel/Google Sheets (SQL or BI tools a plus) to track SLAs and operational KPIs

Preferred Qualifications

• Experience in employee transportation, corporate commute or shuttle services, fleet management, logistics, mobility or transport/facilities outsourcing
• Familiarity with India transport and compliance requirements - vehicle permits, driver verification and safety norms for night-shift and women-employee transportation
• Experience managing fleet/vendor partners and SLA-driven contracts
• Experience in SaaS, tech or platform-based environments, including rollout of routing, rostering or workforce-mobility technology
• Experience supporting RFPs and enterprise procurement processes, and building enablement material such as training curricula, FAQs and collateral
• Strong problem-solving mindset with the ability to navigate ambiguity, handle on-ground escalations and drive solutions
• Fluency in English and Hindi; additional regional/APAC languages are a plus.