Director, Implementation & Build
New
P
PetDeskB2B SaaS
United StatesFull-TimeDirector
Salary$134,000 - $150,000 a year
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Job Details
- Experience
- 7+ years in implementation, onboarding, professional services, or project management; 4+ years managing people, including experience managing other managers
- Required Skills
- Project ManagementArtificial IntelligencePeople ManagementSalesforceZendesk
Requirements
- 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
- Experience in a B2B SaaS or technology environment
- Proficiency with CX Tech stack (e.g., Salesforce, Wrike, Zendesk, ChurnZero)
- Experience working with enterprise customers and complex, multi-stakeholder rollouts
Responsibilities
- 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
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