Director, Implementation & Services

HighlightTA

22h • Remote

About The Position

The Director, Implementation & Services leads the teams responsible for both customer onboarding and technical account management. This is a senior leadership role that sets the strategic direction for how Zipline brings new customers live, scales its implementation capabilities, and leverages emerging AI and agentic technologies to drive efficiency across the customer journey. You'll ensure that every new customer experiences a world-class Zipline launch — from initial planning and configuration to post-launch optimization — and that the systems and processes supporting them are built to scale.
You'll lead a team of Implementation Managers, Implementation Engineers, and Technical Account Managers who work directly with customers to design workflows, configure systems, map business requirements, manage integrations, and deliver outstanding results. As a Director, you'll also be a key voice in shaping organizational strategy, influencing cross-functional priorities, and building a high-performing team culture.

Requirements

• 8+ years of experience in software implementation, professional services, or technical account management, preferably in a SaaS environment and ideally with retail as a vertical.
• 4+ years of experience managing and developing teams in customer onboarding, implementation, or technical services, including experience leading team leads or managers.
• Demonstrated experience adopting and operationalizing AI tools, agentic workflows, or intelligent automation within an implementation or professional services context — either by leading initiatives at a prior organization or by driving meaningful transformation within a team.
• Demonstrated ability to communicate, present, and influence credibly and effectively at all levels of the organization, including executive stakeholders.
• Experience delivering client-focused solutions based on customer needs.
• Ability to manage multiple strategic initiatives simultaneously while maintaining attention to detail and team accountability.
• Experience with project management software such as Basecamp, Asana, Jira, etc.
• Experience with knowledge management software such as Confluence
• Technical experience delivering integrations such as Single Sign On, SFTP data feeds, and working with APIs.
• Proven experience configuring and managing Jira and Confluence for implementation projects, including workflow design, dashboard creation, and system optimization.
• Has led the creation and review of Statements of Work (SOWs) to support strategic initiatives, ensuring alignment with organizational goals, legal standards, and vendor capabilities.
• Proven problem-solving skills and a proactive approach to addressing challenges before they escalate.
• Enjoys fostering a positive, collaborative environment and believes work can be both productive and fun.
• Self-starter with strong organizational, presentation, interpersonal, and consultative skills
• Outstanding listening and writing skills, with a keen ability to translate complex concepts into clear, intuitive communication.
• Team player with excellent collaboration skills to build relationships across the company and with customers.
• Highly organized with a strong track record managing relationships and supporting onboarding efforts at scale.

Nice To Haves

• Preferably, experience in retail, working with retail customers or in a headquarters environment.
• PMP certification or equivalent experience.
• Familiarity with CRM platforms like Salesforce and Catalyst, and project management tools like Jira.
• Familiarity with third-party systems such as Workforce Management, Learning Management, Customer Experience, and Work Orders.

Responsibilities

• Lead, mentor, and develop a growing team of Implementation Managers, Implementation Engineers, Technical Account Managers, and Team Leads.
• Establish clear goals, processes, and best practices to drive excellence across onboarding and technical service delivery.
• Define and own the strategic vision for the Implementation & Services function, including multi-year roadmaps for process maturity and team growth.
• Foster a collaborative, customer-obsessed culture focused on proactive communication, accountability, and continuous improvement.
• Partner with senior and executive leadership to forecast team capacity, manage resources, and plan for scale.
• Explore and develop revenue-generating opportunities within the Implementation & Services department, including managed services, accelerated onboarding packages, and premium technical advisory offerings.
• Champion the adoption of AI and agentic workflows across the implementation lifecycle — identifying high-impact opportunities to reduce manual effort, accelerate time-to-value, and improve consistency at scale.
• Design and oversee intelligent automation initiatives that streamline onboarding tasks such as configuration, data mapping, integration setup, and customer communication.
• Draw on prior experience deploying AI-assisted or agentic tooling in implementation or professional services environments to lead Zipline's transformation with confidence and credibility.
• Partner with Product and Engineering to evaluate and integrate AI-powered tools into implementation workflows, from project management automation to intelligent customer-facing guidance.
• Establish metrics and feedback loops to measure the impact of AI initiatives on implementation speed, team capacity, and customer experience.
• Stay current on emerging AI and automation technologies relevant to SaaS implementation and retail operations, and translate that knowledge into actionable strategy for the team.
• Oversee all new customer onboarding projects, ensuring successful and timely Zipline launches.
• Guide the team in coordinating project tasks, managing timelines, and maintaining clear communication with customers and internal stakeholders.
• Ensure project scope and requirements are clearly defined, tracked, and delivered within expectations.
• Support the team in leading clients through workflow design, configuration, and rollout — ensuring solutions align with best practices.
• Maintain high customer satisfaction through responsiveness, thorough communication, and ongoing engagement.
• Oversee technical design and implementation of customer solutions, including integrations, data feeds, and platform configurations.
• Partner cross-functionally with Product, Engineering, and Account Management to align customer needs with product capabilities.
• Guide the team in providing proactive technical support, resolving issues, and identifying opportunities for optimization.
• Ensure TAMs build strong, consultative relationships with customer stakeholders, serving as trusted technical advisors.
• Review and evolve processes for managing upgrades, third-party integrations, and custom configurations.
• Collaborate with Sales and Solutions Engineering on scoping and pre-sales planning for complex retail deployments.
• Work closely with Customer Success to ensure smooth transitions from implementation to steady-state account management.
• Partner with Product and Engineering to communicate customer feedback and influence product roadmap priorities.
• Partner with the Support organization to ensure implementations and projects are properly documented and handed off, setting the support team up to be the primary ongoing point of contact.
• Represent Implementation & Services at the leadership level, contributing to company-wide strategy and cross-departmental planning.

Benefits

• Remote-first culture: Join a high performing, fully remote team and work where you're comfortable
• Stock Options: Get meaningful ownership in a fast-growing, venture-backed company shaping the future of retail.
• Time Off: Our flexible time-off policy ensures you stay refreshed and recharged. Plus, you’ll get a monthly stipend to get you out of the house—grab a coffee and work from your favorite spot!
• Benefits: World-class medical, dental, and vision policies.
• Team Connection: Annual company off-sites in fun locations. We've done New York, Costa Rica, Whistler, Palm Springs, San Diego, and Mexico City.
• Sabbatical: A one month paid sabbatical after completing five years of working at Zipline.
• Volunteering: Every quarter, Zipliners get a paid day off to volunteer for a nonprofit of their choice.
• Learning: We support continuous learning and provide unlimited access to our Udemy Business account
• Great humans, great work: Work with kind, collaborative teammates who care about doing meaningful work and making a real impact. We value diversity of all kinds and are committed to building a diverse and inclusive workplace where we learn from each other. We are an equal opportunity employer and welcome people of all different backgrounds, experiences, abilities, and perspectives.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed