Director of Implementation

This is a senior operational leadership role responsible for scaling implementation delivery across a high-volume SMB and mid-market customer segment. You will oversee WFM and Payroll implementation operations, supporting hundreds of customer implementations each month while maintaining strong quality and efficiency. The role combines people leadership, process optimization, technology enablement, and strategic productization in a fast-paced SaaS environment.

• Lead and develop WFM and Payroll Implementation Managers by setting clear expectations, establishing accountability, coaching leaders, and driving consistent operational results
• Own delivery across commercial WFM and payroll implementations, establishing performance metrics, SLAs, quality standards, and operating processes
• Identify implementation bottlenecks and continuously optimize workflows, capacity, and processes
• Provide strategic input into productization initiatives, partnering with Product and Sales
• Define performance standards and operational expectations for offshore implementation teams
• Build and evolve scalable implementation processes, playbooks, and operating models across WFM and Payroll
• Establish operational reporting and dashboards covering implementation volume, quality, cost per implementation, productivity, and other key performance indicators
• Partner with Product, Engineering, Sales, and Customer Success to identify implementation challenges and opportunities for improvement
• Lead the adoption of AI and automation across onboarding, configuration, integrations, and error checking
• Manage third-party and distributed delivery teams
• Balance growth velocity with implementation quality

• 8+ years of experience in operations, implementation, customer success leadership, or a related function within high-volume, scaled environments
• Proven experience managing managers and developing leaders
• Demonstrated success leading high-volume onboarding or implementation operations involving hundreds of customers per month
• Strong operational leadership capabilities, with experience establishing standards, driving accountability, and using data to improve team performance
• Strong process and systems thinking
• Technical depth in integrations, data flows, system configuration, and technology-enabled implementation processes
• Experience managing distributed, offshore, or third-party teams
• Demonstrated ability to identify, evaluate, and scale operational improvements, automation, and technology-enabled efficiencies
• Experience partnering with Product and Engineering teams
• Strong cross-functional communication and stakeholder management skills
• Comfort with data analysis, operational metrics, and building or using dashboards
• Background in hospitality, retail, payroll, or adjacent industries is strongly preferred
• Willingness to travel approximately 15–20%

• Fully remote: Remote employment available in eligible U.S. states including AZ, CA, CO, CT, DC, FL, GA, ID, IL, IN, LA, MA, MD, ME, MI, MN, MS, NC, NE, NJ, NM, NV, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, and WA
• Unlimited PTO
• Medical, dental, and vision insurance coverage
• 401(k) match
• Parental leave for eligible employees
• Company-provided laptop and equipment
• Leadership scope: Opportunity to shape implementation operations