Director, Implementation

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

📋 Description

• Take full ownership of the implementation function from start to finish, encompassing the operating model, team staffing and performance, hiring and capacity planning, processes, tools, cross-functional handoffs, launch speed, and client implementation experiences.

• Streamline implementation processes to minimize the average time required for Surveys, Student Success, Solara, and Panorama Pathways.

• Decrease the number of fixes needed for integrations and configurations post-client go-live.

• Shorten the time to first value for clients by utilizing the use case health model.

• Revamp the client implementation experience through synchronous collaboration, live discussions, and suitable onsite engagement.

• Align implementation services with the overall client value-delivery model, tailoring the platform to meet client priorities, outcomes, and workflows.

• Ensure visibility into all ongoing implementations while proactively identifying risks, dependencies, and potential challenges.

• Collaborate with Sales, Account Management, Project Management, Teaching & Learning, Product, and Engineering teams.

• Innovate implementation processes and tools by leveraging AI and first-principles thinking.

• Lead and nurture the Implementation team through significant transitions.

• Establish an effective team-lead structure and cultivate additional leadership capabilities.

⛳️ Requirements

• Proven experience in leading a services team within a SaaS environment, with direct accountability for team performance and business results.

• Preferred experience in implementation leadership; closely related services roles such as training or custom development may also be relevant.

• Personal involvement in implementation work, along with the functional expertise to guide practitioners, diagnose issues, and redesign processes without needing to learn implementation fundamentals on the job.

• Strong technical knowledge with a proven ability to leverage technology—including AI—to enhance or transform operational processes pertinent to the implementation of enterprise SaaS applications, covering areas like platform integration, data transformation, solution architecture, ticket management, and workflow design and optimization.

• Experience guiding a complex team through significant operational or organizational changes.

• Ability to translate vague business and client challenges into clear priorities, operational decisions, and actionable steps across teams.

• Experience in K–12 SaaS edtech services or support is highly preferred, including familiarity with K12 leadership structures, practices, the K12 IT stack, and relevant data security and privacy regulations, but not required.

🏝️ Benefits

• Annual bonuses or commission awards.

• Equity awards.

• 401K with employer matching.

• Health, dental, vision, life insurance, and short-term and long-term disability coverage.

• Flexible spending accounts for health care and dependent care.

• Wellness reimbursement.

• Work from home reimbursement.

• Flexible vacation policy.

• Parental leave program.

• Company-issued laptop.