Senior Director, Implementation

Responsibilities

• Hire, mentor, and grow high-performing implementation teams that meet or exceed quarterly goals and targets.
• Build, maintain, and execute quarterly plans aligned with business objectives.
• Develop, monitor, and manage key performance metrics.
• Use data-driven approaches to build and optimize processes that improve efficiency and customer experience.
• Collaborate with senior leaders across Sales, Customer Experience, and Product to achieve organizational and company goals.

Requirements

• 15+ years of professional experience leading an Implementation or Customer Experience team in a fast-paced environment, startup, or SaaS organization.
• Deep understanding of systems and operations supporting B2B and B2C products.
• Experience hiring and managing distributed teams.
• Proven success scaling teams and maintaining SLAs and other key performance metrics.
• Data-driven approach to developing, tracking, and optimizing performance metrics.
• Learning mindset, people-first attitude, strong sense of responsibility, and ability to lead by example.
• Strong communication and interpersonal skills, with the ability to build trust and work effectively with diverse stakeholders.
• Highly organized, self-motivated, detail-oriented, action-driven, and able to follow through on initiatives.
• Willingness to take on hands-on initiatives outside of one’s comfort zone and learn quickly.
• High integrity and willingness to challenge the status quo and improve broken processes.

Compensation

• US-based salary range of $152,700–$254,500, plus benefits and equity.