Director of Implementation & Field Services

Key Responsibilities

• Own the end-to-end implementation journey for Nobi's US accounts — from Sales handover through installation, onboarding/training, and go-live — followed by a clear, structured handover to Customer Success.
• Personally own and drive individual implementations in the near term, working hands-on with customers, vendors, and installation partners; progressively shift toward building and managing a team as the business scales.
• Manage third-party vendor and contractor relationships supporting Nobi installations, including electrical contractors and other installation partners, ensuring work is scheduled, executed, and completed to Nobi's quality, timeline, and execution standards.
• Build and oversee the field-service capability for existing customers, working closely with Customer Support and Customer Success on onsite interventions, remediation, and upgrades.
• Design and implement scalable processes, playbooks, and ways of working for implementation and field services as the function matures — bringing structure to an environment where not everything is defined yet.
• Serve as the primary implementation point of contact for customers, ensuring a smooth handoff from Sales and close coordination with Customer Success at go-live.
• Partner closely with the Director of Customer Success, alongside Sales and Customer Support, with particularly strong coordination across the Sales → Implementation → Customer Success handovers.
• Build and manage a team of Field Service Engineers, Installation Specialists, and Onboarding/Training Specialists over time, creating the structure and capacity required as the US customer base grows.
• Operate initially within a small, lean team, stepping in hands-on as needed, with headcount and structure expected to grow as the US customer base scales.

What You Bring

• 7+ years of project or program management experience, ideally in a customer-facing implementation, deployment, or field services role, with a track record of building teams, processes, and structure from scratch in a fast-scaling environment.
• Strong preference for experience managing multi-site implementations with a meaningful hardware/electrical component, including managing electrical contractors and other third-party installation partners against quality, timeline, and execution standards.
• Comfortable operating hands-on today — personally driving implementations — while building teams, processes, and structure from scratch in a rapidly scaling environment.
• Strong hardware installation compliance.
• Strong communication and stakeholder-management skills; comfortable delegating work while retaining ownership of outcomes.
• Strong soft skills for training staff and client teams and for presenting to stakeholders — able to explain technical concepts clearly, build trust quickly, and adapt communication style to the audience.
• Experience in senior living, healthcare, or health tech environments is a plus.
• Willingness and ability to travel up to 50% of the time to customer sites across the US.
• Self-motivated and effective working in a fully remote, distributed team.
• Experience working in a HIPAA regulated work environment and the policies and procedures surrounding such.

What We Offer

• A competitive salary.
• A fully remote position, with travel up to 50% to customer sites across the US.
• The opportunity to help build safer, more independent lives for older adults, as part of a mission-driven, fast-growing Agetech company.