Director - Implementations

Key Responsibilities

• Lead managers and implementation teams to achieve strategic and operational goals while maintaining strong delivery standards.
• Inspire, coach, and develop leaders to improve performance, drive accountability, and support achievement of business objectives.
• Partner with senior leadership on the direction of the implementations organization and help shape the future-state team structure.
• Communicate organizational priorities, policies, and expectations clearly across the department.
• Promote a culture of ownership, initiative, continuous improvement, and collaboration

Implementation Delivery Oversight

• Oversee implementation programs across non-core product areas, ensuring projects are delivered on time, within scope, and in alignment with CSI standards.
• Support managers in proactively identifying and resolving delivery risks, issues, and resource constraints across active implementations.
• Monitor project execution and customer onboarding outcomes to ensure high-quality client experience.
• Provide leadership on large, complex delivery efforts and support escalations involving customers, internal stakeholders, and cross-functional teams.

Operational Performance & Process Improvement

• Review performance metrics such as resource utilization, billable/non-billable ratios, scope variances, and revenue-related outcomes to ensure alignment with business goals.
• Drive improvements in implementation methodologies, best practices, documentation, and team processes.
• Establish and review reports that track departmental priorities, project progress, and goal achievement.
• Ensure appropriate staffing levels, effective workload balance, and scalable operational practices across teams.

Cross-Functional Partnership

• Partner closely with internal stakeholders across implementation, product, PMO, and leadership teams to align priorities and execution.
• Work effectively with all levels of CSI leadership and customer leadership to support delivery success and organizational objectives.
• Keep current on CSI product enhancements, industry trends, and best practices to support team readiness and capability development.

People Leadership

• Lead, mentor, and evaluate managers, including regular 1:1s, goal setting, coaching, and performance review processes.
• Build high-performing teams that demonstrate accountability, adaptability, and strong employee engagement.
• Develop leaders who can confidently manage day-to-day delivery while supporting CSI’s long-term organizational goals.