Director, Implementation & Build
About The Position
Onboarding is the highest-leverage moment in a customer's lifecycle — it's when they either get real value fast and stick around, or stall out before they ever see ROI. The Director, Implementation & Build exists to own that moment through rigor: building and running a management structure that keeps hundreds of concurrent implementations moving without anything slipping through the cracks. This is a leadership role, managing a team of 5 people-managers — 3 Managers of Implementation and 2 Managers of Phones Build — and holding them to the same standard of activity management, proactive communication, and customer-first instincts that the frontline team is held to. Implementation and Phones Build are distinct technical surfaces, the latter involving phone hardware, network infrastructure, and VOIP tenant builds, and this is not a role for someone who needs deep expertise in either on day one — it's a role for someone who can lead managers accountable for both credibly while being obsessed with the customer experience and treating team leadership, operational discipline, and follow-through as a craft. The role sits at the center of the post-sale journey, partnering closely with Sales, Product, Customer Success, and Support, and keeping senior leadership informed on portfolio health before problems become surprises. It's also the top escalation point when implementations get complex or customers get unhappy.
Requirements
- 7+ years in implementation, onboarding, professional services, or project management
- 4+ years managing people, including experience managing other managers
- Demonstrated ability to hire and lead a team responsible for a high volume of concurrent projects/accounts with strong attention to detail and follow-through
- Experience building management capability in others — coaching managers on activity management, proactive communication, and customer-facing judgment
- Experience leading customer-facing teams and delivering projects on time and on scope at scale
- Experience building or improving processes and org structures that scale
- Demonstrated experience utilizing AI for building and/or optimizing processes
Nice To Haves
- Experience in a B2B SaaS or technology environment
- Proficiency with CX Tech stack (e.g., Salesforce, Wrike, Zendesk, ChurnZero)
- Experience working with enterprise customers and complex, multi-stakeholder rollouts
- Familiarity with veterinary PIMS, or comfort getting conversant in one quickly
- Love of animals, pets and experience in a veterinary practice
Responsibilities
- Own portfolio health across 500+ concurrent customer implementations, managed through a team of 5 direct-report managers, catching risks before they surface as problems
- Set clear expectations with customers and internal teams, and build a management team that proactively communicates status without being asked
- Report portfolio health, risk, and progress upward to executive leadership in a clear, digestible format
- Lead, coach, and develop a team of managers, building their skills as people-leaders and holding them to a high standard of rigor and follow-through
- Serve as the senior escalation point on at-risk or unhappy-customer situations, guiding your managers through resolution and stepping in directly when needed
- Build and refine the playbooks, workflows, and org structure that raise consistency and quality across a growing multi-team function
- Partner across Sales, Product, Customer Success, and Support to align expectations and close feedback loops at a strategic level
- Travel ~10% for kickoffs, customer events, and industry conferences
Benefits
- Medical coverage for employees and dependents (80-90% covered by employer)
- Employer HSA contribution with HDHP
- 401(k) match up to 3.5%
- Dependent Care Flexible Spending Account (FSA)
- Dental & Vision coverage available
- Basic Life and AD&D Insurance
- Short and Long Term Disability
- Flexible Time Off & 12 Paid Annual Holidays
- Paid Parental Leave
- Pawternity Leave, Financial Pet Adoption Support & Subsidized Pet Insurance
- $250 Annual Stipend for Learning and Development
- Performance bonus associated with this role that is tied to achieving specific, predetermined KPIs and performance goals.
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
