Implementation Lead in Fort Lauderdale, Florida at Future Tech Enterprise, Inc.

Job Overview
The Implementation Lead is responsible for supporting enterprise implementation efforts, with a primary focus on leading customer-driven change requests and expansion initiatives for existing accounts. This role ensures that all changes to scope, services, or agreements, as well as broader implementation initiative, are effectively planned, resourced, executed, and successfully launched.

Acting as the central lead for post-onboarding changes and select enterprise implementations, this individual oversees the full lifecycle of implementation, from intake and scoping through execution, testing, and go-live. They partner cross-functionally to ensure alignment across teams, maintain operational continuity, and deliver seamless transitions as customer needs and business requirements evolve.

While the primary focus is on supporting existing customers, this role will also contribute to new customer onboarding efforts as bandwidth allows, partnering with the Onboarding & Implementation Manager to ensure consistency and scalability in delivery.

This is a full-time, on site position, based out of our Fort Lauderdale Headquarters. Our benefits offering includes medical, dental & vision insurance; 401k with company match and paid time off.

Key Responsibilities

Change Management & Customer Expansion (Primary Focus)

• Serve as the primary owner and point of contact for customer change initiatives, including scope changes, service expansions, and contract modifications.
• Lead end-to-end change management activities, encompassing intake, impact assessment, scoping, planning, resourcing, execution, testing, and go-live.
• Assess the operational, system, supply chain, and service delivery impact of requested changes to ensure feasibility and readiness.
• Develop and maintain detailed implementation plans, including timelines, milestones, resource requirements, and dependencies.
• Coordinate and drive alignment across cross-functional teams (e.g., IT, Depot Services, Supply Chain, Procurement, Finance) to ensure successful delivery of change initiatives.
• Ensure systems, processes, pricing, logistics, billing, and contractual elements are configured and aligned to support approved changes.
• Oversee testing, validation, and readiness activities for new or modified services prior to launch.
• Ensure all changes are accurately documented and reflected in SOPs, workflows, process documentation, and customer-facing materials.
• Proactively identify risks, dependencies, and potential roadblocks, implementing mitigation strategies to minimize disruption to ongoing operations.
• Clearly communicate project scope, plans, timelines, risks, and expectations to internal teams, customers, and other stakeholders.
• Track and report on project progress, risks, and outcomes, providing regular status updates to leadership and stakeholders.
• Measure success using key metrics such as time-to-implement, error rates, and customer satisfaction.
• Analyze trends in customer change requests and recommend process improvements to enhance scalability, efficiency, and future implementation outcomes.

Support for New Customer Onboarding (Secondary Focus)

• Provide support to the Onboarding & Implementation Manager during periods of lower change activity.
• Assist with onboarding activities such as account setup, cross-functional coordination, and execution as needed.
• Ensure close alignment between onboarding and change management processes to deliver a consistent and seamless customer experience.

Qualifications and Skills

• Bachelor’s degree in Business Administration, Information Technology, Supply Chain, or a related field; relevant certifications in Project Management, Change Management, ITIL, or Process Improvement are a plus.
• 3–5 years of experience in implementation, project and change management, customer success, or service delivery, including managing scope changes, service expansions, and operational transitions.
• Strong project and change management capability, with proven experience leading complex initiatives from planning through execution and launch.
• Demonstrated ability to coordinate cross-functionally, manage stakeholders effectively, and influence outcomes without direct authority.
• Strong customer focus, with the ability to manage expectations, deliver high-quality outcomes, and translate complex changes into clear, actionable plans.
• Proactive problem-solving skills, including risk identification, mitigation, and solution development.
• Highly organized, with the ability to manage multiple concurrent projects, maintain attention to detail, and adapt in a fast-paced, evolving environment.
• High level of ownership, accountability, and commitment to successful outcomes.
• Proficient in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).
• Experience with CRM or workflow tools (e.g., ServiceNow) preferred.
• Familiarity with IT systems, hardware lifecycle services, and operational workflows is beneficial.

Employment decisions at Future Tech Enterprise, Inc. will be based on merit, qualifications, and abilities. Future Tech Enterprise, Inc. does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law.