Director of Implementation

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Requirements:

• 7+ years of experience in implementation, project management, or technical operations roles.
• At least 3 years in a leadership/management role.
• Strong background in hardware/software installations and technical troubleshooting.
• Proven experience in managing and developing teams.
• Expertise in coordinating complex projects involving multiple stakeholders.
• Ability to build relationships with customers and technicians.
• Strong reporting and analytical skills.
• Proficiency in HubSpot, project management software, and Google Suite.

Responsibilities:

• Oversee the Holistic Implementation Process, leading end-to-end management to ensure timely hardware fulfillment, delivery, and installation.
• Partner with CX teams to develop project plans and coordinate customer communications.
• Manage collection and documentation of customer data pre- and post-installation.
• Hire, train, and manage internal technicians and develop relationships with external technicians.
• Monitor installer performance and train technicians on new products.
• Serve as the point of escalation for installation issues and partner with customer support teams.
• Create and implement SOPs to enhance operational efficiency.
• Create detailed reports on implementation progress and share insights for continuous improvement.
• Support long-term strategies for scaling the implementation process.