Director of Enterprise Implementation

Fourth•Austin, TX

1d•Remote

About The Position

The Director of Enterprise Implementation leads all U.S. enterprise customer implementations across Fourth's back office solutions (Workforce Management and Inventory Management). In this critical role, you own the end to end delivery motion for the largest, most complex, and highest value customers. You are accountable for ensuring implementations meet contractual timelines, stay within scope, and deliver measurable customer value. You will build and scale a high performing implementation team, establish delivery standards and processes, and drive continuous improvement across people, systems, and tooling. You manage scope execution and change orders to ensure enterprise engagements deliver against contracted commitments. This is a strategic operations role that requires balancing delivery excellence with cross functional partnership. You'll work closely with Product, Engineering, Sales, and Customer Success to surface implementation challenges, identify product gaps, and help shape the evolution of Fourth's solutions and delivery model. You'll also own the integration and scaling of tools, automation, and analytics to accelerate implementations and improve outcomes. This role requires strong judgment, operational discipline, technical depth, and the ability to lead and drive results in a hospitality tech environment.

Requirements

Operational leadership: Proven ability to set standards, establish processes, and drive a team to meet them. Comfortable holding people and customers accountable. Direct, clear communication about expectations and outcomes.
Enterprise customer and contract acumen: Understanding of complex B2B customer buying, implementation cycles, and how to structure contracts and SOWs to align delivery capability with customer expectations.
Delivery and risk management: Proven track record delivering large, complex programs on time and within scope. Strong judgment about identifying and mitigating delivery risks.
Technical depth: Understanding of integrations, data flows, system architecture, and configuration. Ability to make tradeoff decisions that balance quality with timeline.
Cross functional influence: Ability to influence and align peers without direct authority. Comfortable escalating appropriately. Works well with Product, Engineering, Sales, and other functions.
Continuous improvement: Driven to identify inefficiencies and build better processes. Willing to test, learn, and scale what works.
People leadership: Ability to hire, develop, and hold accountable. Comfortable making tough decisions about talent and performance.

Nice To Haves

8+ years in implementation leadership, program management, or operations roles in enterprise SaaS or adjacent industries
Proven track record managing and scaling teams of 5+ people, including direct hiring and development
Experience delivering large scale customer implementations in complex, high stakes environments
Strong technical background in integrations, data architecture, and system dependencies
Background in hospitality, retail, payroll, POS, or adjacent industries strongly preferred
Experience managing contracts, SOWs, and scope in professional services or customer delivery contexts
Experience leading process improvement and establishing scalable delivery frameworks
Comfort with data analysis and translating metrics into business decisions
Experience partnering with Product and Engineering teams to inform roadmap

Responsibilities

Lead, hire, develop, and retain the enterprise implementation delivery team. Set clear expectations, establish accountability, and drive results.
Own delivery and revenue realization of all U.S. enterprise implementations. Identify and mitigate risks, manage escalations, and resolve customer issues.
Ensure SOWs are achievable from a delivery perspective. Manage scope, change orders, and execution against contracts.
Establish implementation standards, processes, and playbooks. Identify improvement opportunities and drive continuous adoption.
Forecast and manage team capacity and resource allocation across the enterprise portfolio.
Identify opportunities to streamline implementations through tools, automation, and process improvements. Own evaluation, adoption, and scaling of solutions that reduce manual work and accelerate delivery.
Partner with Product, Engineering, Sales, and Customer Success to surface implementation gaps, inform product roadmap, and align on enterprise strategy.
Establish reporting and metrics for project health, team performance, and operational efficiency.