Director of Implementation

Posh•Boston, MA

3d•Hybrid

About The Position

As Director of Implementation, you will lead Posh’s forward-deployed implementation function, managing a team of AI Implementation Managers responsible for onboarding and launching clients successfully. This role is equal parts people leadership, operational excellence, and technical/product expertise. You will serve as a key cross-functional leader, partnering closely with Product, Engineering, Client Success, Sales, and Support to continuously improve how clients are onboarded, launched, and supported. You’ll own implementation strategy, execution quality, and team development—ensuring predictable delivery, strong client partnerships, and scalable processes as Posh grows. Preference for this role is hybrid out of our office in Boston, MA.

Requirements

6+ years of experience in a senior project management, implementation, or client management role at a SaaS company, preferably in fintech or financial services
Proven experience managing and developing a team of project or implementation managers
Extensive background leading complex, client-facing implementations with a strong track record of on-time, high-quality delivery
Excellent verbal, written, and interpersonal communication skills with the ability to build trusted client relationships
Strong proficiency with project management tools and methodologies
Highly proactive and self-motivated, with a natural inclination to identify problems and drive solutions
Client-first mindset that prioritizes long-term partnership and value realization
Strong analytical skills and experience using data to inform decisions and drive improvements
Experience working effectively cross-functionally with Client Success, Sales, Product, and Engineering teams

Nice To Haves

Experience implementing or working with conversational AI products
Background in financial services or working directly with financial institutions
PMP or other relevant project management or professional certifications

Responsibilities

Lead, manage, and mentor a team of AI Implementation Managers, fostering a collaborative, high-performance culture
Monitor team performance, provide coaching, conduct performance reviews, and support career development and growth
Serve as a subject matter expert on Posh products, with a deep understanding of both end-user workflows and backend functionality
Collaborate with senior leadership to align implementation strategy with company goals and product roadmap
Oversee day-to-day operations of the implementation team, providing direction, prioritization, and hands-on support as needed
Perform resource planning, workload balancing, and staffing allocations based on implementation demand and complexity
Conduct regular project and portfolio reviews to assess progress, identify risks early, and implement corrective actions
Act as a point of contact for key internal and external stakeholders, providing clear communication on project status, risks, and opportunities
Drive adoption of new technologies, tools, and processes—modeling adaptability and influencing the team to do the same
Lead continuous improvement initiatives to enhance delivery efficiency, implementation quality, and project management rigor
Partner closely with Product, Engineering, Client Success, and Technical Support to resolve issues, improve onboarding workflows, and influence product improvements
Develop, refine, and scale implementation methodologies, playbooks, templates, and best practices to support growth