Director of Implementation

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Director of Implementation based in the United States. Overview The Director of Implementation will lead the strategy, execution, and continuous improvement of customer implementation operations, ensuring seamless transitions from initial sale to successful product adoption. This senior leadership role offers the opportunity to shape scalable implementation processes that accelerate time to value, improve customer satisfaction, and support long-term retention. You will build and develop high-performing teams while overseeing complex technical implementations, integrations, and data migration initiatives. Working closely with Sales, Product, Engineering, Customer Success, and Support, you will drive alignment across the customer journey and deliver consistent, high-quality experiences. The role combines strategic leadership, operational excellence, and data-driven decision-making to optimize performance and strengthen customer relationships. You will also identify opportunities to enhance service offerings, leverage automation and AI-powered tools, and create additional value for customers. This is an exciting opportunity for an experienced implementation leader to influence business growth, foster innovation, and make a measurable impact in a collaborative, customer-focused environment.

Define and execute the strategic vision for the implementation organization, establishing scalable processes and consistent delivery standards across customer segments. Develop implementation strategies that accelerate time to value, increase product adoption, and establish strong foundations for long-term customer success. Build, lead, and motivate a high-performing implementation team, including managers and specialists across multiple locations. Recruit, coach, and develop team members, fostering accountability, engagement, professional growth, and a culture of continuous improvement. Oversee the complete customer implementation lifecycle, from initial engagement and onboarding through technical integration and full product adoption. Design, document, and optimize implementation workflows using analytics, automation, and AI-driven tools to improve efficiency, scalability, and customer outcomes. Lead technical implementation projects, including data migration, system integrations, and complex configurations, ensuring smooth and reliable transitions. Collaborate with Sales, Product, Engineering, Customer Success, and Support to establish effective handoffs, align priorities, and maintain a consistent implementation methodology. Collect and analyze customer feedback to identify improvement opportunities and continuously enhance implementation processes and service quality. Manage escalated customer issues, coordinate cross-functional resources, and drive timely resolutions to complex implementation challenges. Define, monitor, and report on key performance indicators, including time to value, product adoption, implementation efficiency, and customer satisfaction. Use performance data and operational insights to inform strategic decisions, demonstrate business impact, and drive continuous improvement. Develop and manage value-added professional services, including paid implementation packages and customized configurations, to address complex customer needs and generate additional value. Requirements At least 7 years of experience in technical solutions, professional services, software implementation, or a related customer-facing function, including a minimum of 3 years in a leadership or management role. A bachelor's degree in Computer Science, Engineering, Business, or a related discipline is preferred but not mandatory. Proven experience managing and delivering complex technical projects and solutions in fast-paced, customer-focused environments. Strong technical knowledge of software implementation methodologies, system integrations, analytics, and workflow optimization tools. Familiarity with CRM platforms, workflow automation solutions, and technologies that support scalable implementation operations. Demonstrated ability to develop and execute strategic plans, optimize operational processes, and translate business objectives into measurable results. Strong project management, organizational, analytical, and problem-solving skills, with the ability to manage multiple priorities and resolve complex challenges. Excellent communication, interpersonal, and stakeholder management skills, including the ability to collaborate effectively across technical and business teams. Proven ability to build, lead, coach, and motivate cross-functional teams while fostering accountability, collaboration, and continuous learning. A strong commitment to customer success, service excellence, data-driven decision-making, and continuous operational improvement. Ability to work remotely and collaborate effectively with geographically distributed teams. Eligibility to work in the applicable location is required. Visa sponsorship is not available. Benefits Competitive compensation: Expected annual base salary of CAD $192,300, with the final offer determined by qualifications, experience, skill set, and geographic location. Remote work: A remote opportunity offering flexibility in where you work within the applicable employment region. Healthcare coverage: Medical, dental, and vision insurance. Life insurance: Coverage to support financial protection and peace of mind. Retirement savings: Access to a 401(k) plan to support long-term financial planning. Paid time off: Paid leave to support personal needs, rest, and work-life balance. Professional impact: The opportunity to shape implementation strategy, influence operational performance, and contribute directly to customer success and business growth. Collaborative culture: Work with supportive colleagues in an environment that values authentic relationships, continuous learning, teamwork, and evidence-based decisions. Leadership opportunities: Build and develop teams, drive innovation, and influence cross-functional initiatives across the customer lifecycle. Continuous improvement: Explore new technologies, automation, and AI-driven approaches to enhance service delivery and customer outcomes.