Director, Implementation

Panorama Education

20h•$143,650 - $211,250

About The Position

Panorama is reimagining how it implements products for clients. The Director, Implementation leads that transformation while running the Implementation function day to day. The role shifts the team from a transactional, ticket-oriented model to an experience designed to launch clients quickly and position them to realize value from Panorama. This operating and transformation role leads the team, redesigns processes and tooling, strengthens cross-functional handoffs, and builds implementation experiences around the outcomes clients seek. The Director reports to the Vice President, Adoption & Services and leads a team of 12 located in the United States and Mexico.

Requirements

Experience leading a services team in a SaaS environment, with direct responsibility for team performance and business outcomes.
Personal experience doing implementation work and the functional depth to lead practitioners, diagnose problems, and redesign the work without needing to learn implementation fundamentals on the job.
Strong technical acumen and demonstrated ability to use technology, including AI, to improve or transform operational processes relevant to enterprise SaaS implementation, including platform integration, data transformation, solution architecture, ticket management, and workflow design and optimization.
Experience leading a complex team through meaningful operational or organizational change.
Ability to turn ambiguous business and client problems into clear priorities, operating decisions, and action across teams.

Nice To Haves

Implementation leadership experience; closely related services functions such as training or custom development may also provide relevant experience.
Experience in K–12 SaaS edtech services or support, including familiarity with K–12 leadership structures and practices, the K–12 IT stack, and applicable data security and privacy regulations.

Responsibilities

Own the Implementation function end to end, including its operating model, staffing and performance, hiring and capacity planning, processes, tooling, cross-functional handoffs, launch speed, client implementation experience, and escalated client issues.
Reduce average implementation time from six weeks to three weeks for Surveys, Student Success, and Solara, and from 14 weeks to seven weeks for Panorama Pathways.
Reduce the rates of fixes required to integrations and configuration after clients go live.
Reduce time to first value for clients, as measured by the use case health model.
Redesign the client implementation experience to reduce cumbersome back-and-forth and use synchronous collaboration, including live conversations and, when appropriate, onsite work.
Align implementation services with the broader client value-delivery model, configuring the platform to support client priorities, outcomes, and workflows established with Panorama team members in other roles.
Maintain clear, current visibility into every active implementation for cross-functional stakeholders; proactively surface risks, dependencies, and emerging challenges, and drive early action to protect client milestones and outcomes.
Partner with leaders in Product and Engineering to make Implementation a seamless part of Panorama’s broader client value-delivery model.
Reimagine Implementation processes and tooling, including applying AI and first-principles thinking to improve how the work gets done.
Lead and develop the Implementation team through significant change, including building an effective team-lead structure that strengthens day-to-day leadership and develops additional leadership capacity.

Benefits

Annual bonuses or commission awards
Equity awards
Region-specific health and welfare benefits
401(k) with an employer match
Health, dental, vision, life insurance, and short-term and long-term disability coverage
Flexible spending account for health care and dependent care
Wellness reimbursement
Work-from-home reimbursement
Flexible vacation policy
Parental leave program
Company-issued laptop