Director of Implementations

About the role

We're looking for a Director of Implementations to own and scale our customer onboarding function. You'll lead a team of TPMs, own the methodology that gets customers live on Casap quickly, and serve as the connective tissue between Sales, Product, Engineering, and Customer Experience.

Responsibilities

• Team Leadership: Hire, develop, and grow a team of TPMs across a range of experience levels; set performance standards and create clear career paths; build a culture of accountability and continuous improvement; equip TPMs with the context and judgment to make sound calls independently.
• Implementation Excellence: Own Casap's implementation methodology end-to-end (kickoff, system integration, configuration and testing, data migration, go-live, handoff to Customer Experience); develop and maintain implementation playbooks, templates, and documentation; build and evolve governance model (dashboards, metrics, regular cadence) to keep customers aligned; drive down time-to-value without sacrificing quality or customer experience.
• Cross-Functional Collaboration: Partner with team on pre-sales scoping and clean handoffs at close; create tight feedback loop with Product and Engineering, surfacing integration patterns to inform roadmap; partner with Engineering to build a self-serve configuration tool; work with Customer Experience Managers to ensure seamless transition post go-live and support long-term account health.
• Metrics & Operations: Own implementation KPIs (time to implement, time to first value, go-live slippage rate, implementation CSAT, TPM capacity/utilization); identify bottlenecks, iterate on process, and report on implementation health to leadership.

Requirements

• 10+ years of experience in fintech, banking technology, or payments implementation, with meaningful time in a client-facing or professional services role.
• Demonstrated experience leading and managing implementation or solutions teams, including hiring and developing talent.
• Strong project management instincts: stay on top of timelines, proactively surface risk, keep customers and internal stakeholders aligned.
• Excellent communicator; able to build trust quickly with customers and collaborate effectively across product, engineering, and go-to-market teams.
• Executive presence and high emotional intelligence: read a room, manage escalations calmly under pressure, build lasting relationships with customer executives and internal stakeholders.
• Proven experience scaling an implementation or delivery function, rebuilding process, tooling, and governance as the team's needs grow.
• Comfortable prioritizing under pressure across multiple concurrent, competing implementation timelines.

Qualifications

• Preferred background at a fintech or payments company, combined with SaaS or fintech implementation experience.
• Hands-on core banking and card network integration experience, with enough technical depth to advise financial institutions directly.
• Experience in management consulting or professional services, managing complex client engagements.
• Familiarity with card network certification processes, PCI compliance, or dispute/fraud regulatory frameworks (Reg E, Reg Z, Nacha, card network rules).

Benefits

• Startup equity
• Full health, vision & dental coverage
• 401K with match
• One Medical membership
• Stocked kitchens + weekly lunches
• Commuter benefit
• Team building events & happy hours
• Flexible PTO
• Apple equipment + annual home office budget

Pay

The base pay range for this role is $195,000 – $245,000 per year.

Schedule

This is a hybrid role based out of our San Francisco, CA or New York, NY office. Our team works in-office time on Mondays, Wednesdays, and Fridays.