Director, Implementation & Build

Any, United StatesRemoteFull-time$134k – $150k / yearPosted 1mo ago

Job description

About the role:

Onboarding is the highest-leverage moment in a customer's lifecycle — it's when they either get real value fast and stick around, or stall out before they ever see ROI. The Director, Implementation & Build exists to own that moment through rigor: building and running a management structure that keeps hundreds of concurrent implementations moving without anything slipping through the cracks.

This is a leadership role, managing a team of 5 people-managers — 3 Managers of Implementation and 2 Managers of Phones Build — and holding them to the same standard of activity management, proactive communication, and customer-first instincts that the frontline team is held to. Implementation and Phones Build are distinct technical surfaces, the latter involving phone hardware, network infrastructure, and VOIP tenant builds, and this is not a role for someone who needs deep expertise in either on day one — it's a role for someone who can lead managers accountable for both credibly while being obsessed with the customer experience and treating team leadership, operational discipline, and follow-through as a craft.

The role sits at the center of the post-sale journey, partnering closely with Sales, Product, Customer Success, and Support, and keeping senior leadership informed on portfolio health before problems become surprises. It's also the top escalation point when implementations get complex or customers get unhappy.

Apply if you’re excited to:

Own portfolio health across 500+ concurrent customer implementations, managed through a team of 5 direct-report managers, catching risks before they surface as problems

Set clear expectations with customers and internal teams, and build a management team that proactively communicates status without being asked

Report portfolio health, risk, and progress upward to executive leadership in a clear, digestible format

Lead, coach, and develop a team of managers, building their skills as people-leaders and holding them to a high standard of rigor and follow-through

Serve as the senior escalation point on at-risk or unhappy-customer situations, guiding your managers through resolution and stepping in directly when needed

Build and refine the playbooks, workflows, and org structure that raise consistency and quality across a growing multi-team function

Partner across Sales, Product, Customer Success, and Support to align expectations and close feedback loops at a strategic level

Travel ~10% for kickoffs, customer events, and industry conferences

About you:

7+ years in implementation, onboarding, professional services, or project management

4+ years managing people, including experience managing other managers

Demonstrated ability to hire and lead a team responsible for a high volume of concurrent projects/accounts with strong attention to detail and follow-through

Experience building management capability in others — coaching managers on activity management, proactive communication, and customer-facing judgment

Experience leading customer-facing teams and delivering projects on time and on scope at scale

Experience building or improving processes and org structures that scale

Demonstrated experience utilizing AI for building and/or optimizing processes

Preferred Qualifications:

Experience in a B2B SaaS or technology environment

Proficiency with CX Tech stack (e.g., Salesforce, Wrike, Zendesk, ChurnZero)

Experience working with enterprise customers and complex, multi-stakeholder rollouts

Familiarity with veterinary PIMS, or comfort getting conversant in one quickly

Love of animals, pets and experience in a veterinary practice

Benefits & Perks:

Medical coverage for employees and dependents (80-90% covered by employer)

Employer HSA contribution with HDHP

401(k) match up to 3.5%

Dependent Care Flexible Spending Account (FSA)

Dental & Vision coverage available

Basic Life and AD&D Insurance

Short and Long Term Disability

Flexible Time Off & 12 Paid Annual Holidays

Paid Parental Leave

Pawternity Leave, Financial Pet Adoption Support & Subsidized Pet Insurance

$250 Annual Stipend for Learning and Development

PetDesk combines the industry's most user-friendly client engagement tools with the highest-rated pet parent app to simplify your veterinary clinic’s operations while strengthening client relationships.

Our recruiting process is rooted in “Who: The A Method of Hiring” and consists of an average 2-week hiring timeline. This standardized interview process allows candidates to answer the same questions, experience the same process, and ensure a fair performance review from multiple perspectives.

Please, no external recruiters—candidate profiles submitted from external recruiting agencies will not be considered.

Job details are sourced from the employer's original posting.

Open job posting

About the company

PetDesk

Thousands of veterinary practices use PetDesk to assist their staff, expand their business, and guide clients to better care. With PetDesk's 5-star rated mobile app, automated reminders, texting platform, and other engagement tools, clinics retain their best clients that put care first and find more "CareFirst" clients just like them. All for a less stressful, more successful clinic.

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Industry: Information Technology & Services
Founded: 2013
Open roles: 12