Director, Implementation
RemoteMiami, Florida, United States
Job Summary
Lead a high-performing team of Implementation Managers and Consultants to drive successful customer deployments across Upshop's Total Store Operations platform. Serve as an executive sponsor for strategic implementations, building trusted relationships with customer sponsors and operational leaders to ensure adoption goals are achieved. Own delivery standards, methodologies, and playbooks while championing automation, AI-enabled delivery capabilities, and operational excellence initiatives. Guide teams through complex deployments, risk mitigation, and post-launch adoption, partnering with Sales, Solution Consulting, and Customer Success to align expectations and realize value. Monitor portfolio health through operational metrics, manage forecasting and capacity planning, and establish governance models for consistent, scalable delivery.
Required Qualifications
- Bachelor's degree in Business, Information Systems, Computer Science, Supply Chain, Retail Operations, and/or related field/experience
- 5+ years of experience leading enterprise software, SaaS, or technology implementations
- 3+ years of people leadership experience managing implementation, consulting, delivery, or professional services teams
- Proven experience leading customer-facing delivery organizations supporting enterprise customers
- Demonstrated success building, mentoring, and developing high-performing teams
- Strong knowledge of SaaS implementation methodologies and software deployment practices
- Experience managing multiple concurrent implementations and complex customer engagements
- Exceptional communication, stakeholder management, executive presentation, and relationship-building skills
- Strong analytical, problem-solving, and decision-making capabilities
- Ability to travel up to 25%
Desired Qualifications
- Grocery retail, food retail, convenience retail, or store operations experience
- Experience with forecasting, ordering, inventory, supply chain, fresh operations, DSD, merchandising, workforce management, or store execution solutions
- Experience with Microsoft Azure technologies, including Azure SQL Database, Azure Cosmos DB, cloud data platforms, and enterprise integration architectures
- Strong understanding of data architecture, system integrations, APIs, EDI, and enterprise application ecosystems
- Experience leveraging AI-enabled tools, automation platforms, or emerging technologies to improve operational efficiency and customer outcomes
- Working knowledge of SQL, databases, Excel, and analytical tools
- Experience with Salesforce, Zendesk, Jira, Wrike, or similar enterprise platforms
- Experience scaling implementation organizations within high-growth SaaS environments
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