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Director of Implementation

Fourth · United States · Yesterday
RemoteRemoteInformation TechnologyFull-time

Position Overview

The Director of SMB & Mid-Market Implementation leads implementation operations for Fourth's highest-volume customer segment. You own the scaling and operational excellence required to successfully onboard and implement 300+ WFM customers and growing payroll customers monthly. This role requires relentless focus on process efficiency, scalability, and quality at scale.

Primary Responsibilities

  • Lead and develop the WFM and Payroll Implementation Managers. Set clear expectations, establish accountability, and drive results.

  • Own delivery of all commercial WFM and payroll implementations. Define performance metrics, SLAs, and quality standards. Identify bottlenecks and optimize for throughput.

  • Provide critical input on the strategic productization initiatives. Partner with Product and Sales to build a roadmap toward self-serve and reduced professional services dependency.

  • Define performance standards and operational expectations for the offshore implementation team. Iterate on training, workflows, and processes to continuously improve efficiency and quality.

  • Build and evolve scalable implementation processes and playbooks for both WFM and Payroll. Drive continuous improvement and identify automation opportunities.

  • Establish operational reporting and metrics that track volume, quality, cost per implementation, and team productivity. Build dashboards that inform decision-making.

  • Partner with Product, Engineering, Sales, and Customer Success to surface implementation challenges, product gaps, and scaling constraints.

  • Lead adoption of AI and automation for onboarding, configuration, integrations, and error checking. Identify opportunities, evaluate solutions, and drive implementation to improve efficiency and reduce manual work at scale.

Key Skills and Competencies

  • Operational leadership: Proven ability to build and lead managers, set clear standards, and drive teams to execute at scale. Comfortable with data-driven decision-making.

  • Process and systems thinking: Strong ability to design scalable processes, identify bottlenecks, and optimize workflows. Driven to continuously improve.

  • Managing managers: Proven track record leading and developing managers who build and scale teams.

  • Volume operations: Experience delivering at scale in high-volume, process-driven environments. Comfort with metrics and efficiency optimization.

  • Technical depth: Understanding of integrations, data architecture, and system configuration. Ability to make trade-off decisions between quality, speed, and cost.

  • Cross-functional partnership: Ability to partner with Product, Engineering, and Sales to solve problems and inform strategy.

  • Vendor and offshore management: Experience managing third-party and distributed teams. Ability to set expectations and drive performance.

Measures of Success

  • Bookings-to-revenue conversion and revenue realization

  • Time-to-first-value and customer adoption at CS handoff

  • Implementation throughput and cost per implementation

  • Quality metrics (error rate, rework, satisfaction)

  • AI automation adoption and capacity impact

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