Implementation Program Manager

Job Description

At Stitch, we’re building something extraordinary. As a fast-growing team of passionate marketing technologists, architects, and strategists, we bring together our diverse backgrounds and experiences to work towards one common goal: make marketers’ lives easier with Braze.

Customer engagement is becoming increasingly complex, but with the right technology, processes, and strategies in place, marketers can achieve great things. We're motivated to be drivers of what the future of martech looks like by building solutions that work.

We’re all in on Braze as the leading customer engagement platform and the cornerstone of the modern martech stack. As an Orbit-level certified Braze partner (the highest level of partnership), we work alongside marketers from some of the world’s most beloved brands to stitch together innovative solutions, better processes, and smarter strategies that make marketing magic happen in Braze.

About This Role:

As a Braze Implementation Program Manager at Stitch, you will coordinate and drive end-to-end implementations of the Braze customer engagement platform for enterprise and high-growth clients. You will partner closely with a Director,  Solution Architects, Technical Architects and client-side stakeholders to ensure Braze is configured, launched, and adopted successfully against clear business goals.

What You’ll Do

• Manage day-to-day execution for Braze implementation projects, from kickoff through go-live and early adoption.
• Own the integrated project plan: milestones, dependencies, and risks across workstreams covering data, integrations, channel configuration, and campaign enablement.
• Partner with a Senior Implementation Lead (or Launch Practice Leader) who owns overall strategy and executive relationships, ensuring your delivery plan supports the agreed roadmap.
• Facilitate working sessions and status meetings with client stakeholders to clarify requirements, track progress, and resolve blockers.
• Coordinate closely with Solution Architects, Technical Architects, and Technical Producers, and client engineering teams to keep integrations, data flows, and QA on track.
• Support critical go-live readiness activities, including test planning, deliverability checks, QA coordination, and launch runbooks.
• Maintain clear, concise project documentation (plans, RAID logs, decision logs, status reports) that keeps all parties aligned.
• Escalate risks and issues early, propose mitigation options, and drive decisions with support from senior leaders when needed.
• Contribute feedback and lessons learned into Stitch implementation playbooks, templates, and best practices as the Braze practice grows.
• Manage your time to meet billable utilization targets of 36+ hours per week.
• Travel up to 20–25% for project kickoffs, onsite workshops, and key delivery milestones.

What You Bring

• Experience managing cross-functional implementation or rollout projects with a defined go-live date (martech, CDP, CRM, or adjacent SaaS).
• Familiarity with Braze or a comparable tier-one customer engagement platform (Adobe, Salesforce Marketing Cloud, Iterable, etc.); you understand capabilities enough to map requirements to platform features and flag gaps.
• Strong project/program management skills: building and maintaining plans, driving accountability across teams, and managing scope, timelines, and risks.
• Solid stakeholder management skills; you are comfortable running client meetings, clarifying expectations, and communicating tradeoffs with marketing, product, and technical audiences.
• Ability to connect technical implementation details (events, attributes, segments, channels) to business outcomes and marketing use cases.
• Curiosity about how brands use Braze and adjacent tools to improve customer engagement, and a desire to deepen your expertise over time.

How you work: 

• You bring structure to complex work: you turn ambiguity into a clear plan with owners, dates, and measurable outcomes.
• You bring a strong point of view to your customer discussions
• You keep teams aligned by communicating clearly, following through on commitments, and making issues visible early.
• You balance being detail-oriented with understanding when to pull in senior leaders to help make decisions or reset expectations.
• You are collaborative by default and make the people around you more effective: implementation leads, solution architects, developers, and client stakeholders.
• You seek continuous improvement and feed what you learn back into templates, processes, and playbooks.

What Does Success Look Like In This Role?

• Projects go live on time, with key use cases and channels operating as planned and issues surfaced transparently.
• Client teams feel confident using Braze because of the structure, training coordination, and documentation you provide.
• Launch Practice Leader  and client sponsors see you as a dependable owner of the day-to-day program, and request to work with you again.
• You help the Braze Launch Practice scale by contributing repeatable artifacts and continuously improving how we implement Braze for clients

Requirements

• 5–7+ years in martech, CRM, customer engagement, or related SaaS implementation roles (agency, consultancy, or in-house).
• Demonstrated experience leading or coordinating multi-stakeholder implementation projects from kickoff to go-live.
• Experience with Braze or a comparable customer engagement platform strongly preferred; Braze certifications or partner experience are a plus.
• Prior consulting or professional services experience is a plus but not strictly required.
• Executive communication comfort: you can summarize project status and risks succinctly for senior stakeholders, even if you are not the primary executive sponsor.
• Must be eligible to work in the United States, Canada, or United Kingdom without visa sponsorship.

Who Your Team Will Be

Stitchers come with diverse backgrounds and experiences—but we are tied together by our Common Threads. These are the values that define our Stitchers:

Form Lasting Bonds — We’re a people business. We consistently show up for our team, our partners, and our clients in ways that build trust and champion others.

Seek Solutions — We aren’t order takers. We’re solution designers. We solve problems, move fast, deliver excellence, and drive results. We always have a point of view.

Don’t Settle — We don’t accept the way things have always been done. We think bigger, pursue growth, and find motivation in the discomfort that scares most people away.

Take the Lead — We forge our own path without waiting for permission. We push boundaries, lead our team and customers, and find the answer when one doesn’t exist yet.

What You’ll Get at Stitch

• The opportunity to work within multiple Fortune 1000 brands across the retail, media, gaming, quick-service, financial services, travel, and healthcare industries.
• Working alongside the most concentrated group of Braze experts in the world—backed by more Braze credentials and experience than any other company across the globe.
• The ability to feel your impact and shape how Stitch grows as we continue to scale through hypergrowth.
• The chance to learn new technologies (like Braze, Databricks, and AI) and grow faster than you ever have before.
• Of course, we offer competitive compensation, benefits, and growth opportunities, too.

Benefits

• Medical, dental, vision, and life insurance
• 401k with company match
• Flexible PTO policy
• Monthly tech stipend
• Paid parental leave
• In-person onboarding experience at our HQ in Indianapolis, Indiana
• Mental well-being support