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Senior Manager, Enterprise Implementation Services - Hybrid

Senior Manager, Enterprise Implementation Services - Hybrid

BigCommerceAustin, TX, US
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Senior Manager Of Enterprise Implementation Services

BigCommerce's mission is to help merchants sell more at every stage of growth. We focus on being the best ecommerce platform so our customers can focus on what matters most : growing their businesses. We are equally passionate about growing our employee's careers and providing them an incredible experience as we rapidly expand across the globe. We empower our people and customers to build, innovate and grow, so together we can redefine the ecommerce industry.

BigCommerce is disrupting the e-commerce industry as the SaaS leader for fast-growing, mid-market businesses. We enable our customers to build intuitive and engaging stores to support every stage of their growth.

We are seeking a strategic and results-driven Senior Manager of Enterprise Implementation Services to lead our North America-based team of Implementation Project Managers. The Senior Manager will be based at our headquarters in Austin, TX. In this critical role, you will drive the successful onboarding of enterprise merchants onto the BigCommerce platform, while scaling delivery models that improve predictability, profitability, and merchant satisfaction.

You will play a key role in evolving our delivery frameworks, optimizing project governance, and enhancing the enterprise merchant experience. Your leadership will influence services revenue growth, margin performance, cross-functional alignment, and implementation excellence at scale. This is an outstanding opportunity for a seasoned professional services leader to shape outcomes in a high-growth SaaS environment and elevate BigCommerce's enterprise success strategy.

Leadership & Team Development

  • Direct and develop a high-performing team of Implementation Project Managers across North America
  • Design team structure, hiring plans, and career development pathways aligned with company growth
  • Create a culture of accountability, innovation, and continuous improvement
  • Curate and nurture strong cross-functional relationships with Sales and BigCommerce partners and agencies to ensure optimal merchant onboarding to the BigCommerce platform

Delivery Excellence & Program Strategy

  • Oversee a portfolio of complex enterprise onboarding engagements, ensuring delivery methodologies are scalable, predictable, and tailored to client complexity
  • Lead quarterly business reviews and program governance forums with strategic clients and internal stakeholders
  • Serve as executive sponsor and escalation point for enterprise implementations

    • Operational Optimization

  • Drive operational maturity through scalable tools, project templates, playbooks, and workflow automation
  • Own key delivery metrics such as utilization, time-to-live (TTL), margin performance, and project success rate
  • Partner with Professional Services Operations and RevOps on accurate forecasting, capacity planning, and resource alignment

    • Pre-Sales & Commercial Influence

  • Collaborate with Sales and Solutions Architecture on pre-sales solutioning, staffing plans, and Statements of Work (SOWs)
  • Provide strategic input on pricing models, service offerings, and delivery risk mitigation strategies
  • Support services attach-rate improvements and expand post-launch service opportunities

    • Customer Experience & Enablement

  • Champion a best-in-class merchant experience across the onboarding lifecycle
  • Drive structured enablement and knowledge transfer programs to ensure successful handoffs to Customer Success, Support, and TAM teams
  • Improve referenceability and long-term customer retention through exceptional implementation outcomes

    • Cross-Functional Impact

  • Influence product roadmap, feature adoption, and solution design by partnering with Product, Engineering, and Sales Engineering teams
  • Surface field insights to drive continuous improvement across the BigCommerce ecosystem

    • Who You Are

  • 8+ years of experience in Professional Services, Implementation, or Program Delivery within a SaaS, eCommerce, or digital agency environment
  • Minimum 3 years in leadership roles managing teams of project managers or implementation leads; experience scaling multi-level teams preferred
  • Demonstrated success delivering complex enterprise onboarding or digital transformation initiatives
  • Deep knowledge of Agile, Waterfall, and Hybrid delivery methodologies and SDLC frameworks
  • Strong business acumen with experience in margin management, budget ownership, and forecasting
  • Proven ability to influence executive stakeholders and collaborate across Sales, Product, and Engineering
  • Data-driven mindset with expertise in KPIs, dashboards, forecasting, and resource planning models
  • Excellent written, verbal, and presentation skills; confident communicator in executive settings
  • Preferred certifications : PMP, PMI-ACP, CSM, or equivalent
  • Bachelor's degree in Business, Computer Science, or related field
  • Familiarity with identity standards such as OAuth and SAML is a plus
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    Enterprise Implementation Manager • Austin, TX, US

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