Director, Implementation

Summary/objective

The Director of Implementation is responsible for directing the overall operation of the Implementation Team, leveraging project management and leadership expertise to assist in establishing strategic goals and quality standards across the organization.

Core Job Duties

• Sets and enforces standards for the team as it relates to processes, procedures, and performances.

• Responds to client escalations and critical client survey results by reviewing with managers and consultants to correct potential issues in the future.

• Manages the implementation team to ensure relationships/communications for external/internal customers are efficient.

• Communicates and works closely with sales, customer support, partners, and all other operational areas to ensure the needs and expectations as it pertains to implementation are met.

• Collect and monitor weekly reports to ensure management of revenue and implementation activities are on track, highlighting major milestones for the team.

• Assist Vice President in determining staffing needs.

• Work with senior leadership to give input, make recommendations, and monitor expenses for the department.

Job Complexity

• Works on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends. Follows processes and operational policies in selecting methods and techniques for obtaining solutions. Acts as advisor to subordinate(s) to meet schedules and/or resolve technical problems. Develops and administers schedules, performance requirements; may have budget responsibilities.

Interaction

• Frequently interacts with subordinate supervisors, customers, and/or functional peer group managers, normally involving matters between functional areas, other company divisions or units, or customers and the company. Often must lead a cooperative effort among members of a project team.

Supervision

• Understands people management practices, particularly around professional development. Actively learning how to handle difficult management situations. Manages, perhaps through subordinate supervisors, the coordination of the activities of a section or department with responsibility for results, including costs, methods, and staffing. In some instances, this manager may be responsible for a functional area and not have any subordinate employees.

Experience

• Typically requires a Bachelor's degree and 5-8 years of direct experience, with 3+ years of management experience.

Scope

• Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals. Provides guidance to subordinates within the latitude of established company policies. Recommends changes to policies and establishes procedures that affect immediate organization(s).

Discretion

• Erroneous decisions or failure to achieve results will add to costs and may impact the short-term goals of the organization.

Minimum Qualifications

• 8 years of industry experience

• 5 years functional implementation experience with customer-facing responsibilities

• 5 years of people leadership experience

• Strong client relationship building skills

• Excellent written and verbal communication skills

• Demonstrated success in a role requiring strong attention to detail, teamwork, and initiative

• Software experience, preferably in a SaaS environment

• Four-year degree or equivalent education and business experience

Additional Preferred Qualifications

• CPP, FPC, or CEBS Certification

Physical Demands

Prolonged periods of sitting at a desk and working on a computer. Must be able to lift up to 7 pounds.

Travel Required

Yes, up to 15% domestic travel may be required.

Work Authorization

Employee must be legally authorized to work in the United States.

FLSA Classification

Exempt

Location

Any

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