Director of Implementation

About the role

The Director of Implementation at Confido is responsible for the end-to-end onboarding experience for new Confido customers. This role involves taking a signed contract and turning it into a live, thriving deployment. The ideal candidate has experience managing complex enterprise rollouts and thrives on structured problem-solving.

Responsibilities

• Own the full implementation lifecycle — from kickoff through go-live — for new enterprise customers
• Design and manage detailed project plans, timelines, and workstreams across multiple concurrent deployments
• Configure and customize the Confido platform to match each customer's workflows, data structures, and operational requirements
• Drive customer-side stakeholder alignment, ensuring the right people are engaged at the right moments
• Develop training programs, documentation, and onboarding materials that get users up to speed fast
• Run live onboarding sessions and workshops tailored to different user personas — from day-to-day operators to executives
• Measure and optimize time-to-value across your book of implementations, identifying what drives faster, stickier adoption
• Build the implementation playbook from the ground up — templates, checklists, escalation paths, and success criteria
• Establish implementation KPIs and reporting to give the business visibility into onboarding health and velocity
• Identify patterns across deployments and feed them back into product to improve configurability and reduce implementation complexity over time
• Partner with Sales on pre-sales scoping calls to set realistic timelines and surface implementation requirements early
• Hand off customers to CS with full context — ensuring a smooth transition and strong starting point for long-term success
• Serve as a key feedback loop into Product, translating implementation friction into actionable roadmap input

Requirements

• 5+ years of experience managing enterprise software implementations, system deployments, or complex client onboarding
• Proven ability to manage multiple simultaneous projects with competing priorities, stakeholders, and timelines
• Strong project management skills — you're comfortable owning a plan, running a status call, and escalating when something's off track
• Technical curiosity and comfort: you don't need to be an engineer, but you should be able to dig into data, configure software, and troubleshoot without hand-holding
• Experience working with CPG, retail, or supply chain customers is a plus — but not a requirement
• Builder mindset: you're energized by defining process where none exists and creating order out of ambiguity
• Excited to be in our NYC headquarters 5 days a week

Qualifications

• Proven success in managing complex enterprise software implementations
• Experience in B2B SaaS, management consulting, CPG, systems integration, or similar environments
• Strong communication and stakeholder management skills
• Ability to work independently and manage multiple projects simultaneously
• Comfortable with technical troubleshooting and configuration

Skills

• Project Management
• Customer Relationship Management
• Implementation Planning
• Stakeholder Engagement
• Training and Onboarding
• Technical Configuration

Benefits

• Equity — own a piece of what you're building
• Comprehensive health coverage with Aetna
• Top-tier dental and vision through Guardian
• 12 weeks paid parental leave
• Unlimited PTO, plus regular 4-day holiday weekends we actually take
• 401(k) through Vestwell
• Paid relocation — we'll get you here
• Full desk setup on day one (laptop, monitor, keyboard) + a $200 stipend to make it yours
• Catered Friday lunches, team dinners on us, and unlimited coffee + snacks featuring our own brands

Pay

$170K - $210K

Schedule

5 days a week