Director, Implementations
About The Position
The Director, Front Office Implementations is responsible for leading the end-to-end strategy, execution, and performance of the Front Office implementation portfolio for New Customers including Knock, On-Site, and Online Leasing. This role owns the delivery model for new business implementations, ensuring consistent, high-quality customer outcomes while scaling operational efficiency across a global organization. The Director is accountable for aligning people, process, and technology to drive predictable implementation outcomes, reduce time-to-implement, and improve data quality and client readiness. This includes establishing standardized processes, defining and monitoring key performance indicators, and leveraging data-driven insights to continuously improve execution and customer experience. Operating at an organizational level, the Director leads multiple teams and partners cross-functionally with Product, Engineering, Sales, and Customer Success to ensure alignment on priorities, readiness, and delivery expectations. This role serves as a senior escalation point for complex implementations, drives resolution of systemic issues, and ensures transparency to executive stakeholders on performance, risks, and opportunities.
Requirements
- 10+ years of professional experience consisting of:
- 3+ years of proven ability to lead high performance teams
- 3+ years of experience in a customer-facing role
- Bachelor’s Degree in business, technology, or computer science related field
- Exceptional leadership with proven ability to stimulate employees and teams
- Background in technology, accounting, consulting and/or project management
- Excellent computer skills and highly proficient in the use of MS Office products
- Prior experience with process improvement initiatives
- Excellent verbal and written communication skills
- Must be able to multi-task, work in high paced and deadline driven environment
- Ability to work overtime as needed to ensure deliverables are met
Nice To Haves
- 4+ years of experience in software implementation
- 2+ years of experience with RealPage products, SharePoint and Salesforce.com
- Familiarity with RealPage products
- Previous property management experience
Responsibilities
- Own end-to-end delivery and performance of the Front Office implementation portfolio for new customers, ensuring high-quality outcomes and consistent customer experience
- Drive execution of the implementation strategy for Front Office solutions, aligning delivery priorities, resources, and operating plans to business objectives
- Lead process improvement and operational discipline initiatives to improve implementation speed, quality, data accuracy, and team efficiency
- Partner with cross-functional leaders to forecast demand, align on readiness, and support scalable resource planning across the implementation portfolio
- Own implementation KPIs, including productivity, customer satisfaction, delivery performance, and quality outcomes
- Define, implement, and reinforce standardized implementation processes, tools, controls, and best practices across the team
- Ensure strong cross-functional alignment with Product, Engineering, Sales, Customer Success, Support, and other key partners to drive cohesive, end-to-end delivery
- Build and maintain strong relationships with key customers and internal stakeholders, serving as a senior escalation point for complex or high-visibility implementations
- Anticipate, manage, and mitigate operational risks; lead resolution of complex delivery issues and escalate systemic concerns as needed
- Direct and oversee day-to-day people leadership activities for managers and team members, including performance management, coaching, and employee development
- Develop team capability and leadership strength through coaching, succession planning, and targeted talent development efforts
- Manage workforce planning, budget inputs, and operating expenses to support delivery goals, efficiency targets, and compliance with applicable policies and standards
Benefits
- Health, dental, and vision insurance.
- Retirement savings plan with company match.
- Paid time off and holidays.
- Professional development opportunities.
- Performance-based bonus based on position.
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What This Job Offers
Job Type
Full-time
Career Level
Director
