Director, Implementation & Build

• Own portfolio health across 500+ concurrent customer implementations, managed through a team of 5 direct-report managers, catching risks before they surface as problems

• Set clear expectations with customers and internal teams, and build a management team that proactively communicates status without being asked

• Report portfolio health, risk, and progress upward to executive leadership in a clear, digestible format

• Lead, coach, and develop a team of managers, building their skills as people-leaders and holding them to a high standard of rigor and follow-through

• Serve as the senior escalation point on at-risk or unhappy-customer situations, guiding your managers through resolution and stepping in directly when needed

• Build and refine the playbooks, workflows, and org structure that raise consistency and quality across a growing multi-team function

• Partner across Sales, Product, Customer Success, and Support to align expectations and close feedback loops at a strategic level

• Travel ~10% for kickoffs, customer events, and industry conferences

• 7+ years in implementation, onboarding, professional services, or project management

• 4+ years managing people, including experience managing other managers

• Demonstrated ability to hire and lead a team responsible for a high volume of concurrent projects/accounts with strong attention to detail and follow-through

• Experience building management capability in others — coaching managers on activity management, proactive communication, and customer-facing judgment

• Experience leading customer-facing teams and delivering projects on time and on scope at scale

• Experience building or improving processes and org structures that scale

• Demonstrated experience utilizing AI for building and/or optimizing processes