Launch Implementation Manager

Launch Implementation Manager

About Spare

Spare's mission is empowering everyone to unlock the potential of mobility. We're revolutionizing how the busy mom from Dallas, the retired teacher from Oslo, or the aspiring entrepreneur from Tokyo experiences transportation by partnering with transportation providers around the world to enable worry-free, efficient, flexible, and automated on-demand solutions.

With Spare's Platform, transportation providers can break free from para and microtransit silos and provide holistic demand-responsive services that give each rider exactly what they need. We also help cities easily optimize their transit network so the entire transportation ecosystem works better together.

At Spare, nothing is impossible. We think safe, affordable, scalable, and eventually autonomous transportation is the right way forward. Join us for the ride!

About the Role

We are hiring a Launch Implementation Manager to join our Launch team at Spare!

As a Launch Implementation Manager, you will be accountable for guiding government agencies and transit operators from kickoff through launch, setting each one up for a long and successful partnership with Spare. This is a role for someone who sees every launch as the foundation of a lasting relationship: learning how each agency truly operates, configuring Spare to fit their service, and preparing their teams to run it with confidence. You'll be the person who knows each launch inside and out, keeps every stakeholder aligned, and hands over accounts so well prepared that success continues long after go live.

If you have been looking for a company where customers come first, you've found the right place! As a member of our Launch team, you'll have the opportunity to directly impact the lives of thousands of people across North America.

Our Spare HQ is in Vancouver, BC, although this position can be located remotely anywhere across Canada.

Key Responsibilities

Product Knowledge:

• Develop and maintain a confident, working command of Spare's core products and configuration options, staying current as new releases change what is possible.

• Configure Spare confidently for each agency, validating unfamiliar settings with experienced peers before committing them

• Explain platform capabilities plainly and connect every feature directly to how the agency runs its service

• Stay ahead of release changes that affect active launches and raise them with customers before they notice

Customer Discovery & Requirements Translation:

• Learn how each agency actually operates by gathering requirements directly from the people who run the service

• Compare what was sold against what the agency needs, partnering closely with the Growth and Solutions Engineering teams to ensure all pre-sale RFP commitments are met

• Observe dispatch and driver workflows to uncover unstated requirements, then translate them into optimal product configurations and user workflows

• Identify customer pain points, propose solutions, and advocate for customers with the Product team

• Hand over each account with known risks and customer context clearly documented so the next owner can continue seamlessly

Project Management:

• Own and manage complex customer onboarding and software implementation projects from kickoff through the first post-launch reporting cycle

• Build and run launch plans with clear milestones, owners, scope, dependencies and risks, sequenced with the contract's commercial terms in mind

• Coordinate across customer and Spare teams, communicating status on a predictable rhythm

• Re-sequence plans quickly when a dependency slips and align the customer on the new path forward

• Manage multiple launches simultaneously while keeping each one on track

Training & Facilitation:

• Teach agency staff at every level of technical comfort to run their service confidently in Spare

• Adapt a consistent training core to each agency's service design and workflows

• Pace live sessions to the group, confirm understanding through hands-on practice, and adjust in real time when users need extra support

• Build agency-specific job aids that empower staff to complete their workflows independently after training ends

Stakeholder Management:

• Build strong, lasting relationships at every altitude, from executive sponsors to frontline users

• Set realistic expectations by explaining clearly what Spare can do and how it best supports the agency's goals

• Respond to unworkable requests with practical, well-reasoned workarounds that keep the launch moving

• Coach agency counterparts to lead change within their own organizations

Other aspects of this job:

• Travel within Canada and the USA for kickoffs and launches (adding up to around 2 to 3 weeks per quarter)

• Rotate with the rest of the Launch and Customer Success teams as the first point of contact for customers in emergencies, which can occasionally happen on evenings and weekends

About You ✨

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