Director, Delivery & Implementation

This is a fully remote position, open to applicants in Canada.

📋 Description

• Responsible for the successful implementation delivery from the initial planning stage through configuration, integration, testing, launch, hyper care, and transition.

• Define the strategic vision for CORA Loyalty's Delivery and Implementation function.

• Develop and enhance program delivery capabilities for complex and strategically important projects.

• Oversee the client implementation methodology, which includes playbooks, governance, templates, reusable assets, onboarding standards, launch readiness, and transition to Customer Success.

• Create delivery standards and KPIs that emphasize quality, client adoption, operational efficiency, financial performance, and team development.

• Promote the use of AI in implementation planning, project delivery, documentation, testing, client enablement, and operational reporting.

• Generate reusable implementation assets, automation tools, AI-assisted resources, integration patterns, configuration libraries, and delivery playbooks.

• Act as a senior sponsor and escalation point for strategic and high-risk client implementations.

• Cultivate trusted relationships with client sponsors, operational leaders, technology stakeholders, and executive teams.

• Provide executive oversight for complex deployments and lead or support strategically significant programs.

• Guide risk identification, mitigation planning, issue resolution, and executive communication across the implementation portfolio.

• Collaborate with Customer Success and Support to ensure smooth transition to ongoing adoption and value realization.

• Work in partnership with Sales and Solution Consulting on client expectations, implementation strategies, scope, and success criteria.

• Set and enforce standards for planning, discovery, solution design, configuration, integration, testing, training, launch, and hypercare.

• Coordinate with Product and Engineering teams regarding solution architecture, data migration, system configuration, integration strategy, and technical deployment.

• Manage complex integrations with Product, Engineering, client technical teams, and third-party vendors.

• Conduct portfolio reviews, delivery forecasting, utilization management, implementation analytics, and continuous improvement initiatives.

• Oversee forecasting, staffing, utilization, capacity planning, and resource allocation.

• Assist with Statements of Work, implementation estimates, change requests, and delivery commitments.

• Deliver executive reporting on implementation performance, client health, delivery risks, capacity, and emerging trends.

• Lead, mentor, and develop a team of Implementation Managers, Program Delivery Leads, Senior Consultants, and Implementation Consultants.

• Collaborate on workforce planning, hiring, onboarding, succession planning, and organizational development.

⛳️ Requirements

• Bachelor's degree in Business, Information Systems, Computer Science, Supply Chain, Retail Operations, or a related field; equivalent practical experience may also be considered.

• 5+ years of progressive experience in leading enterprise software, SaaS, or technology implementations.

• 3+ years of experience in people leadership, managing implementation, consulting, delivery, or professional services teams.

• Proven track record in leading client-facing delivery for complex enterprise customers and managing multiple simultaneous implementations.

• Strong knowledge of SaaS implementation methodologies, program governance, and enterprise software deployment practices.

• Demonstrated capability to manage delivery risk, scope, timelines, budgets, resource needs, and client expectations.

• Excellent analytical, problem-solving, decision-making, and executive presentation skills.

• Solid understanding of data architecture, system integrations, APIs, EDI, and enterprise application ecosystems.

• Experience with loyalty platforms is highly preferred.

• Familiarity with grocery, retail, or eCommerce operations is an advantage.

🏝️ Benefits

• Full-time regular employment.

• 37.5 scheduled weekly hours.