Associate Director

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Associate Director, Implementations based in United States.

• Oversee the daily performance and workload of implementation consultants and ensure assigned projects progress effectively.
• Assign new clients and implementation work orders to appropriate team members based on workload, expertise, and business priorities.
• Provide software implementation services to assigned clients and support consultants with complex implementation challenges.
• Manage client expectations, monitor satisfaction, and resolve client issues or escalations as needed.
• Review implementation work and billable hours to ensure quality, accuracy, and appropriate utilization.
• Develop implementation training procedures, materials, and resources to support consistent service delivery.
• Establish and maintain standard operating procedures for implementation functions and workflows.
• Lead bi-weekly implementation standups and weekly workload meetings to review priorities, progress, challenges, and capacity.
• Communicate open work order status and departmental priorities to other managers through regular meetings and reporting.
• Provide weekly departmental performance and workload updates to senior operations and client leadership.
• Develop team goals and contribute to annual performance planning and reviews.
• Approve departmental PTO requests and support effective workforce planning.
• Provide ongoing coaching, guidance, and support to team members, including escalation management and cross-functional issue resolution.
• Monitor team engagement and maintain regular communication with implementation staff.
• Establish strategies, policies, and processes that improve implementation operations and client outcomes.
• Resolve disputes or role-clarification issues between the Implementation team and other departments.
• Partner with other departments and leadership when complex issues require additional expertise or resources.
• Participate in recruiting activities, including resume reviews, interview scheduling, candidate interviews, and preparation or approval of HR documentation.
• Attend management meetings and contribute to broader operational planning as needed.

• 8+ years of software implementation experience.
• High school diploma required.
• Demonstrated customer service experience and a strong commitment to client satisfaction.
• Experience leading or overseeing implementation professionals and managing multiple concurrent workstreams.
• Strong leadership, communication, organization, and problem-solving skills.
• Ability to prioritize workloads, manage competing deadlines, and maintain visibility across multiple implementation projects.
• Ability to coach team members, provide constructive feedback, and handle escalations effectively.
• Strong ability to communicate implementation status, operational risks, and recommendations to both technical and non-technical stakeholders.
• Bachelor’s degree in Information Technology or a related field is preferred.
• Extensive knowledge or experience with judicial systems is preferred.
• Experience with accounting software is an advantage.
• Program management experience across multiple concurrent teams is preferred.
• Knowledge of SQL Server is a plus.
• Familiarity with Microsoft 365, Jira, and support ticketing systems is preferred.
• Willingness to travel approximately 25% within the United States.
• Applicants must be eligible to work in the applicable U.S. hiring locations; recruitment is currently unavailable in California, Colorado, Connecticut, Maryland, Nevada, New Jersey, Ohio, Rhode Island, Washington, and New York.

• Fully remote position for U.S.-based employees.
• Leadership role overseeing a software implementation and professional services function.
• Approximately 25% travel, providing exposure to clients and implementation initiatives across multiple markets.
• Opportunity to shape implementation strategies, policies, standards, and operating procedures.
• Direct influence over client satisfaction, implementation quality, team performance, and operational efficiency.
• Opportunity to coach and develop implementation professionals.
• Cross-functional collaboration with operations, technology, client-facing, and leadership teams.
• Exposure to complex software implementation and public-sector environments.