Director, Implementation

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

📋 Description

• Lead, mentor, and enhance the skills of Implementation Managers, Senior Consultants, and Implementation Consultants.

• Set performance expectations, develop coaching programs, career advancement plans, succession strategies, delivery standards, and key performance indicators (KPIs).

• Advance implementation methodologies, delivery frameworks, best practices, Centers of Excellence, and reusable delivery assets.

• Utilize automation, AI, and digital tools to enhance implementation efficiency and improve customer outcomes.

• Act as the executive sponsor and escalation point for strategic customer implementations.

• Foster relationships with customer sponsors, operational leaders, IT stakeholders, and executive teams.

• Define and meet customer objectives, adoption goals, and success metrics.

• Oversee complex deployments, organizational changes, testing, launches, and post-launch adoption.

• Lead risk identification, mitigation planning, and issue resolution across the implementation portfolio.

• Collaborate with Customer Success, Sales, Solution Consulting, Product, Engineering, PMO, Support, and Professional Services.

• Own the standards, methodologies, playbooks, governance, and best practices for implementation delivery.

• Ensure projects are delivered on time, within scope, within budget, and aligned with customer outcomes.

• Provide guidance on solution architecture, data migration, configuration, integration strategy, and technical deployment.

• Support integrations involving ERP, forecasting, inventory, ordering, POS, DSD, EDI, and eCommerce ecosystems.

• Maintain expertise in Upshop’s platform architecture, data structures, integrations, Microsoft Azure technologies, and cloud architectures.

• Advocate for AI-enabled tools for delivery, testing, documentation, training, knowledge management, and onboarding.

• Monitor portfolio health, forecasting, staffing, utilization, capacity planning, resource allocation, and customer success metrics.

• Provide executive reports on implementation performance, customer health, delivery risks, and organizational trends.

⛳️ Requirements

• Bachelor's degree in Business, Information Systems, Computer Science, Supply Chain, Retail Operations, or a related field/experience.

• Over 5 years of experience leading enterprise software, SaaS, or technology implementations.

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

• Proven track record of leading customer-facing delivery organizations that support enterprise clients.

• Demonstrated success in building, mentoring, and developing high-performance teams.

• Strong understanding of SaaS implementation methodologies and software deployment practices.

• Experience in managing multiple simultaneous implementations and complex customer engagements.

• Exceptional communication, stakeholder management, executive presentation, and relationship-building skills.

• Strong analytical, problem-solving, and decision-making capabilities.

• Willingness to travel up to 25%.

• Experience in grocery retail, food retail, convenience retail, or store operations is strongly preferred.

• Familiarity with forecasting, ordering, inventory, supply chain, fresh operations, DSD, merchandising, workforce management, or store execution solutions is strongly preferred.

• Experience with Microsoft Azure technologies, including Azure SQL Database, Azure Cosmos DB, cloud data platforms, and enterprise integration architectures.

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

• Experience with AI-enabled tools, automation platforms, or emerging technologies to enhance operational efficiency and customer outcomes.

• Proficiency in SQL, databases, Excel, and analytical tools.

• Experience with Salesforce, Zendesk, Jira, Wrike, or similar enterprise platforms.

• Experience scaling implementation organizations within high-growth SaaS environments.

🏝️ Benefits

• Ability to travel up to 25%.