Director of Implementation, SMB & Mid-Market

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

📋 Description

• Lead and mentor the Workforce Management (WFM) and Payroll Implementation Managers.

• Establish clear expectations, foster accountability, and drive results.

• Oversee the delivery of all commercial WFM and payroll implementations.

• Define performance metrics, service level agreements (SLAs), and quality standards.

• Identify bottlenecks and optimize processes for improved throughput.

• Provide essential insights for strategic productization initiatives.

• Collaborate with Product and Sales teams to develop a roadmap for self-service solutions and reduced reliance on professional services.

• Set performance standards and operational expectations for the offshore implementation team.

• Continuously enhance training, workflows, and processes to boost efficiency and quality.

• Create and refine scalable implementation processes and playbooks for both WFM and Payroll.

• Promote continuous improvement and identify opportunities for automation.

• Develop operational reporting and metrics to track volume, quality, cost per implementation, and team productivity.

• Build dashboards that facilitate informed decision-making.

• Collaborate with Product, Engineering, Sales, and Customer Success to address implementation challenges, product gaps, and scaling constraints.

• Drive the adoption of AI and automation for onboarding, configuration, integrations, and error checking.

⛳️ Requirements

• Over 8 years of experience in operations, implementation, or customer success leadership within high-volume, scaled environments.

• Proven history of managing managers and developing distributed teams.

• Experience leading high-volume onboarding or implementation operations (serving hundreds of customers monthly).

• Strong technical expertise in integrations, data architecture, and system configuration.

• Background in hospitality, retail, payroll, or related industries is highly preferred.

• Experience managing offshore or third-party teams and optimizing distributed delivery models.

• Demonstrated capability to identify, assess, and implement operational improvements and automation.

• Experience collaborating with Product and Engineering to influence roadmap and address scaling challenges.

• Proficiency in data analysis and creating operational dashboards and metrics.

🏝️ Benefits

• Unlimited PTO!

• Medical, Dental, and Vision Insurance!

• 401k Match!

• Parental Leave

• Laptop and equipment.