Director of Implementation

Compensation

• Base: $115-120k
• 0.05%-0.1% equity 

Responsibilities

Oversee the Holistic Implementation Process

• Lead end-to-end management of the implementation process, ensuring timely hardware fulfillment, delivery, and installation.
• Partner with Customer Experience (CX) teams to develop project plans, including scheduling travel, and coordinating customer communications prior to installations.
• Manage the collection and documentation of customer data pre- and post-installation.

Manage and Develop Technician Teams

• Hire, train, and oversee management of internal technicians to ensure successful installations.
• Build and maintain relationships with external/national technicians to meet installation goals.
• Develop a pipeline of national installers to support the company's 2025 installation objectives.
• Monitor installer performance both remotely and on-site, providing feedback and support where necessary.
• Train technicians on new hardware and software products to ensure installations meet company standards.
• Handle troubleshooting for Tier 3 technical issues related to installations. 

Customer Communication and Problem Solving

• Serve as the point of escalation for installation issues, deploying additional resources or communicating with customers to resolve challenges related to existing equipment.
• Partner with internal customer support and success teams to assist with customer troubleshooting and ensure prompt resolutions.
• Create and implement standard operating procedures (SOPs) to enhance operational efficiency.

Reporting and Cross-Functional Collaboration

• Create and maintain detailed reports on implementation progress, identifying gaps and opportunities for improvement.
• Provide customers with post-installation reports, ensuring transparency and follow-through on any findings.
• Share insights gathered from the field with internal teams to foster cross-functional learning and continuous improvement.
• Update and maintain accurate records in HubSpot and other internal systems.

Strategic Planning and Growth

• Support the development and execution of long-term strategies to scale the implementation process and meet business growth targets.
• Collaborate with cross-functional teams such as Sales, Operations, and CX to align on goals and ensure smooth customer onboarding.
• Manage and improve team KPIs to reduce implementation costs, increase quality of implementation, and increase implementation capacity.

About You

• Experience: 7+ years of experience in implementation, project management, or technical operations roles, with at least 3 years in a leadership/management capacity.
• Technical Knowledge: Strong background in hardware/software installations and technical troubleshooting.
• Leadership: Proven experience managing and developing teams, including internal and external technicians.
• Project Management: Expertise in coordinating complex projects involving multiple stakeholders, both internal and external.
• Customer-Centric Mindset: Ability to build relationships with customers and technicians to ensure a seamless installation experience.
• Data-Driven: Strong reporting and analytical skills to monitor performance and drive continuous improvements.
• Tools: Proficiency in using HubSpot, project management software, Google suite (docs, sheets, slides), and other implementation tracking tools.

Skills

• Strong problem-solving and decision-making abilities.
• Excellent communication and interpersonal skills.
• Ability to work cross-functionally and manage multiple projects simultaneously.
• Flexible schedule and ability to travel as needed to oversee installations and meet with national installer teams both in person and on different time zones.