Director of Implementations

Arch • New York, NY

12d • Onsite

About The Position

Arch is hiring a senior leader to own the strategy, operating model, and outcomes for our full Implementation team. You will lead and scale a team of 60+ across multiple layers, ensuring consistency, speed, and exceptional onboarding quality for every client segment—from enterprise institutions to family offices and RIAs. You’ll drive the roadmap for onboarding excellence: defining processes, refining playbooks, and building the systems and leadership structure that allow Arch to deliver a world-class experience at scale. You’ll partner closely with Client Success, Product, Data Operations, and senior leadership to align priorities, strengthen handoffs, and improve tooling and workflows across the client journey. This role sits at the center of Arch’s growth engine. You will surface insights from early-stage implementation, increase time-to-value and accuracy, and ensure clients start their Arch experience with clarity and confidence. It’s a high-leverage, cross-functional role for a seasoned operator who brings deep financial services expertise, strong judgment, and the calm, steady leadership required to guide teams through complex client environments.

Requirements

• 15+ years leading implementation, operations, client success, or service delivery in financial services or private markets
• 5+ years building and managing multi-layer teams in high-growth SaaS environments.
• Deep expertise in alternative investments or wealth/RIAs, with a strong understanding of institutional client expectations, investment operations, and complex data workflows.
• Proven track record owning enterprise onboarding programs, improving time-to-value, and driving measurable outcomes at scale.
• Experienced people leader with success developing managers, designing organizational structures, and elevating team performance.
• Systems thinker skilled at building scalable processes, anticipating risks, and navigating ambiguity with clarity.
• Executive presence and strong communication, able to engage VP/C-suite stakeholders as a trusted partner.
• Fluency with data workflows, Excel, and other SaaS tooling; comfortable assessing root-cause issues in client data or processes.

Nice To Haves

• Experience implementing software or investment-data workflows within private markets, wealth platforms, or fund administration.
• Background scaling or rebuilding an implementation or onboarding function in a high-growth environment.
• Strong cross-functional instincts, with experience partnering closely with Product and Ops on tooling and systems design.
• Demonstrated ability to coach and uplevel talent at multiple layers of an organization.

Responsibilities

• Own the strategy, operating model, and outcomes for Arch’s full Implementation organization, ensuring consistency, speed, and quality across all client segments.
• Build and develop a high-caliber, multi-layer team, establishing clear career paths, coaching frameworks, and performance standards for managers and ICs.
• Define and refine scalable playbooks, processes, and systems that enable predictable, repeatable, and efficient onboarding at scale.
• Set and maintain a high-performing, client-obsessed culture, strengthening tools, workflows, and cross-functional alignment to improve delivery quality and team productivity.
• Serve as the executive escalation point for our largest and most sophisticated accounts, guiding teams through complex client situations and reinforcing trust with senior stakeholders.
• Instrument dashboards and metrics to monitor onboarding health (time-to-value, quality, NPS/CSAT, SLA adherence) and drive continuous improvement.
• Partner closely with Client Success, Product, Data Ops, and senior leadership to strengthen handoffs, surface insights, and shape the roadmap for tooling, data excellence, and end-to-end client experience.
• Report on performance, risks, and strategic needs to executive leadership, ensuring the Implementation function is positioned to scale with the business.

Benefits

• Strong Team - You’ll be backed by a strong team that consistently exceeds client expectations and ships new products quickly.
• Your work is high impact - Being part of a small team means you have real responsibility and impact from day one. You'll be involved in discussions that drive the growth and direction of our platform from the very beginning.
• Product Market Fit - We have strong product market fit, exceptionally low churn, and have grown mostly organically through word of mouth.
• Team community and camaraderie - We have enormous trust in each other and always do what we can do to support one another. We're always ready to step in to help.
• Great office - we’ve invested in a great space for the Arch team to come together, at 18th and Park in Manhattan (the old Buzzfeed / NYT headquarters).
• Lunch is on Us - Grab lunch on us while you’re in the office and take a break to laugh, brainstorm, or just hang out with your teammates over a meal.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed
• Number of Employees: 51-100 employees