Implementation Project Manager

Stago is hiring an Implementation Project Manager to lead customer implementations of instrumentation, automation, digital solutions, and related services from commercial handoff through go-live and transition to ongoing support. The role owns implementation plans, coordinates customer and cross-functional teams, manages readiness, risks, and timelines, and drives a high-quality customer go-live.

Responsibilities:

• Own the end-to-end project management of customer implementations from commercial handoff through successful go-live and transition to ongoing support
• Develop and maintain a comprehensive implementation project plan identifying key milestones, timelines, dependencies, responsibilities, customer commitments, resource requirements, and targeted go-live dates
• Establish a clear implementation governance structure and cadence appropriate to the size and complexity of each project
• Serve as the primary project management point of contact for the customer throughout the implementation lifecycle
• Lead customer implementation kickoff meetings, recurring project meetings, readiness reviews, and post-implementation reviews
• Manage multiple customer implementations concurrently, effectively prioritizing activities based on customer commitments, business priorities, project complexity, and risk
• Manage complex, multi-site, IDN, reference laboratory, and enterprise implementations requiring coordination across multiple customer and Stago stakeholders
• Coordinate activities across Sales, Clinical Applications, Field Service, Digital Solutions/IT, Supply Chain, Customer Service, Marketing, Finance, and other functions necessary for successful implementation
• Establish clear roles, responsibilities, deliverables, and deadlines for each implementation workstream
• Ensure functional teams have appropriate visibility to upcoming implementation requirements and resource needs
• Facilitate communication and decision-making between internal teams and customer stakeholders
• Lead through influence across functions without direct reporting authority
• Escalate resource constraints, competing priorities, or unresolved dependencies when they create risk to customer commitments or go-live timelines
• Partner with customer stakeholders to establish and monitor customer readiness requirements, including site preparation, laboratory workflow, facilities, IT/network connectivity, staffing, training, validation, and other prerequisites
• Coordinate instrument delivery, installation, connectivity, validation, training, and go-live activities with the appropriate functional owners
• Maintain visibility to customer-owned activities and proactively communicate when incomplete customer requirements place implementation timelines at risk
• Develop and manage formal go-live readiness criteria and facilitate readiness reviews prior to conversion
• Coordinate cross-functional go-live support plans to ensure appropriate resources are available during critical implementation periods
• Facilitate go/no-go discussions when project readiness or risk requires formal assessment
• Ensure customer expectations are clearly established and proactively managed throughout the project lifecycle
• Proactively identify project risks, issues, assumptions, and dependencies that could affect implementation timing, quality, cost, or customer satisfaction
• Maintain appropriate project risk and issue documentation and ensure mitigation plans, owners, and deadlines are established
• Drive timely resolution of project barriers through appropriate functional owners
• Escalate significant risks before they jeopardize customer commitments rather than after milestones have been missed
• Facilitate structured problem solving for complex implementation challenges involving multiple internal or customer stakeholders
• Ensure appropriate leadership visibility for high-risk or strategically important implementations
• Maintain an accurate rolling forecast of planned installations, validation activities, training, and customer go-live dates
• Regularly assess forecast confidence and identify implementations at risk of delay
• Communicate changes to implementation timing promptly and ensure downstream business impacts are understood
• Track and report implementation performance metrics, including project cycle time, milestone adherence, forecast accuracy, on-time go-live performance, implementation delays, and other established KPIs
• Identify recurring implementation barriers and trends and recommend process improvements to increase implementation speed, predictability, quality, and customer satisfaction
• Support resource-capacity planning by providing visibility to future implementation demand and timing
• Maintain proactive, professional communication with customers throughout the implementation process, including regular updates regarding project status, upcoming milestones, responsibilities, risks, and decisions
• Ensure the customer has clear expectations regarding Stago responsibilities and customer responsibilities throughout implementation
• Coordinate resolution and ownership of outstanding issues prior to project closeout
• Conduct a structured post-go-live review for appropriate projects to identify lessons learned and improvement opportunities
• Ensure all remaining actions have clearly identified owners and timelines before transitioning the customer to routine operational support
• Identify and communicate systemic opportunities to improve the Stago implementation experience
• Develop, maintain, and continuously improve standardized implementation tools, templates, project plans, readiness assessments, communication plans, risk-management tools, and project closeout processes
• Partner with functional leaders to identify and eliminate recurring implementation friction and unnecessary handoffs
• Capture lessons learned from implementations and translate them into scalable improvements to processes, SOPs, tools, and training
• Support development of implementation best practices for different customer segments, instrument configurations, and project complexity levels
• Lead or contribute to special projects as assigned by senior leadership
• Complete, maintain, and process all required reports and records in a timely manner

Requirements:

• Associate's Degree in related field with 5 or more years related experience required
• minimum of 3–5 years of project management, implementation, customer operations, clinical laboratory, medical device, diagnostics, healthcare technology, or related experience required
• Experience within the clinical diagnostics, IVD, medical device, laboratory automation, or healthcare technology industry required
• Experience managing the installation and implementation of capital equipment in hospital, reference laboratory, or clinical laboratory environments
• Knowledge of clinical laboratory operations, workflow, validation, quality requirements, and regulatory considerations
• Experience coordinating laboratory information systems, middleware, networking, automation, or other healthcare IT integrations
• Experience managing complex multi-site, health system, IDN, or enterprise customer implementations
• Experience developing project artifacts such as project charters, implementation plans, communication plans, RACI matrices, risk registers, readiness assessments, and project status reporting
• Proficiency with Microsoft Office applications and project management tools such as Microsoft Project, Smartsheet, or equivalent platforms
• Experience with CRM, ERP, Power BI, Smartsheet, Microsoft Project, or similar business and project-management
• Bachelor's Degree in Business, Healthcare, Life Sciences, Engineering, Project Management, or a related field preferred
• PMP, CAPM, PRINCE2, Lean Six Sigma, or other relevant project management certification preferred