Manager, Implementation Architects- New York City

About the role

The Manager of Implementation Architects role at Orb is responsible for leading a team of Implementation Architects across San Francisco and New York City. This is a player-coach role where you will bring deep technical fluency as an implementation expert while developing your team, setting quality standards, and driving delivery outcomes. You will partner closely with Customer Success leadership to align team priorities and build the processes that help implementation scale.

Responsibilities

• Lead, coach, and develop a team of Implementation Architects across SF and NYC
• Act as the Implementation Architect for your own set of customers
• Own team delivery outcomes ensuring implementations are on track, customers are unblocked, and quality is high
• When needed, engineer and ship product enhancements like custom pricing models to support a customer’s requirements to go live
• Drive consistent implementation methodology across the team: kickoffs, technical discovery, API design, and go-live
• Run 1:1s, provide regular feedback, and support the growth and performance of each team member
• Partner with Customer Success to maintain smooth handoffs and long-term account health
• Escalate and resolve technical blockers; serve as a senior technical resource for complex or at-risk implementations
• Identify patterns across customer engagements and advocate with Product and Engineering for improvements that solve problems at scale
• Contribute to team documentation, reference architectures, and best practices that accelerate future implementations
• Collaborate with Recruiting to support hiring, interviewing, and onboarding for the team as we grow

Requirements

• 5-7 years of experience in a technical post-sales role: solutions engineering, implementation consulting, technical account management, or similar
• 3-5 years of people management experience, with a track record of supporting IC growth and holding a team accountable to results
• Tech proficiency as an implementation practitioner with a strong understanding of APIs, webhooks, system integrations, and SQL; comfortable debugging issues and translating technical tradeoffs for customers
• Proven ability to translate between business requirements and technical architecture
• Strong communicator: clear with your team, credible with customers, and effective cross-functionally

Qualifications

• You model Orb's values by keeping customer outcomes front and center, moving with urgency, taking initiative, and caring deeply about accuracy and quality
• You are fluent in technical conversations with engineering teams
• You bring emerging emotional intelligence - you understand what each person on your team needs to do their best work
• You are a connector: you help your team collaborate cross-functionally, escalate blockers appropriately, and keep stakeholders aligned
• You take ownership of hiring outcomes, not just processes

Skills

• Technical proficiency as an implementation practitioner with a strong understanding of APIs, webhooks, system integrations, and SQL
• Ability to translate between business requirements and technical architecture
• Strong communication skills: clear with your team, credible with customers, and effective cross-functionally
• Fluency in technical conversations with engineering teams
• Emerging emotional intelligence: understanding what each person on your team needs to do their best work
• Ability to collaborate cross-functionally, escalate blockers appropriately, and keep stakeholders aligned
• Ownership of hiring outcomes, not just processes

Benefits

• Excellent medical, dental, and vision insurance
• One Medical membership
• Unlimited PTO plus an additional week off between Christmas and New Year’s
• 401k plan
• 16-week paid parental leave with equity vesting
• Commuter stipend
• Catered lunches in the office
• Annual learning & development stipend

Pay

Competitive compensation package based on experience and qualifications

Schedule

Hybrid work culture where employees are in-office 3 days/week for SF Bay Area residents and 1x per quarter for NYC residents