Professional Services Manager (Implementation Manager)

At First Advantage (Nasdaq: FA), people are at the heart of everything we do. From our customers and partners to our greatest advantage — our team members. Operating with empathy and compassion, First Advantage fosters a global inclusive workforce devoted to the diverse voices that make up our talent and products. Our team members empower each other to be their authentic selves and treat all with respect, integrity, and fairness.

Say hello to a rewarding career and come join a leading provider of mission-critical background screening solutions to some of the most recognized Fortune 100 and Global 500 brands.

What You’ll Do:

As Professional Services Manager (Implementation) you will be the connective tissue between customer requirements and successful onboarding to the First Advantage program. Owning implementations from discovery through go-live, you will translate technical and operational requirements into practical business solutions, align customers and internal teams around clear decisions, and accelerate time to revenue without compromising quality or customer outcomes.

This is a customer-facing role for someone who can move confidently between business strategy, solution design, project execution, and stakeholder influence. You will bring structure to ambiguity and guide customers toward scalable best-practice solutions.

This is a 100% remote position; however, the individual must be based in the United States and be available to travel up to 25%.

Responsibilities:

• Lead implementations across the First Advantage product portfolio, from discovery and solution design through configuration, testing, go-live, stabilization, and transition to Customer Success.

• Turn customer business and technical requirements into scalable, supportable solutions. Lead discovery, explain trade-offs and constraints, and guide customers toward best-practice decisions.

• Build and govern customer-centric implementation plans with clear scope, milestones, owners, dependencies, risks, decisions, and success measures.

• Negotiate scope, priorities, timelines, responsibilities, and solution choices with customers and internal stakeholders while maintaining trusted relationships.

• Orchestrate delivery across Sales, Product, Technology, Operations, Customer Success, ATS/HRIS partners, and customer teams, resolving blockers and holding stakeholders accountable.

• Lead integration planning, configuration, and pre- and post-production testing. Coding is not required, but technical fluency and strong solution leadership is essential.

• Drive progress toward go-live and first revenue, proactively managing scope creep, delivery risk, customer dependencies, and recovery plans.

• Use lessons learned and customer insights to improve implementation playbooks, reusable solutions, and delivery processes, while sharing expertise with peers.

How You’ll Work:

• High Emotional Intelligence: Listen actively, adapt your communication, and navigate challenging discussions while maintaining trust.

• Collaborative Influence: Build alignment without relying on authority and move teams toward clear decisions and shared accountability.

• Business Acumen: Connect implementation choices to customer outcomes, operational impact, revenue, risk, and scalability.

• Creative Curiosity: Ask incisive questions, explore root causes, and design practical solutions that balance customer needs with delivery standards.

Learning Agility: Experiment thoughtfully, learn from setbacks, and adjust quickly without losing momentum.

What Success Looks like:

• Customers understand the implementation path, decisions required, and responsibilities needed to adopt the agreed solution.

• Projects are tightly scoped and actively governed, with transparent ow...