Senior Director, Global Implementation Services

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

📋 Description

• Direct a worldwide team of Implementation Specialists, Integration Engineers, Project Managers, and Customer Enablement personnel.

• Take charge of the global strategy for solution delivery and develop a repeatable, scalable, and efficient onboarding framework.

• Evaluate, enhance, and expand the global implementation function.

• Align implementation roles to ensure seamless end-to-end delivery with smooth transitions.

• Detect and eliminate onboarding friction points while continuously refining the onboarding lifecycle.

• Introduce automation, standardized “Golden Path” integration playbooks and templates, along with self-service tools.

• Manage intricate, multi-product global integrations adhering to bank-grade security and architectural standards.

• Collaborate with Sales and Finance to forecast and achieve Go-Live targets along with reliable revenue recognition.

• Advocate for the customer perspective and work alongside Product and Engineering to address product gaps and enhance implementation ease.

• Cultivate relationships with strategic clients and act as the senior technical liaison for C-suite executives.

• Establish, monitor, and report on KPIs such as TTL, Path to Revenue Recognition, Onboarding Health, Resource Utilization, customer success metrics, and Implementation CSAT.

⛳️ Requirements

• 12+ Years of Experience: A robust background in Professional Services, Implementation, or Solutions Engineering within a rapidly growing SaaS or FinTech sector.

• A minimum of 5+ years of experience supervising "managers of managers" and leading a globally distributed workforce.

• Proven success in scaling a delivery organization from a regional presence to a global leader.

• A track record of significantly shortening onboarding/implementation timelines for complex API-driven products.

• Profound understanding of identity, authentication, mobile ecosystems, and the technical needs of the financial services industry.

• Expertise in translating technical complexities into business value for executive-level stakeholders.

• Bachelor’s degree in Computer Science, Engineering, or a related discipline; MBA or advanced degree preferred.

🏝️ Benefits

• Competitive salaries & Bonus Plan (for eligible roles) and Equity Plan.

• Modern Health for financial, mental, and physical wellness.

• 401(k) Retirement Plan & Match (US Offices) and Local Country Pension (International Offices).

• Unlimited Vacation and Flexible hours.

• Comprehensive medical benefits for you and your family.

• Emotional & Physical Wellness – Access to wellness services (EAP & Prove Well-Being Reimbursement).

• Bottomless snacks & beverages for certain office locations.

• Daily GrubHub stipend for lunch if coming into the office (US Offices).