Director, Delivery & Implementation

Role overview A senior leadership role accountable for end-to-end delivery of complex enterprise software implementations, from initial planning and configuration through integration, testing, launch, hypercare, and transition to steady-state support. The position combines strategic direction with hands-on executive sponsorship of high-risk programs, partnering broadly with product, engineering, sales, customer success, support, and partnerships leadership. The Director will standardize delivery practices, scale the implementation function, and embed AI-enabled tooling to make the engagement model faster, more consistent, and more scalable.

Responsibilities - Set and uphold the strategic direction for the delivery and implementation function, including the client implementation methodology, playbooks, governance, templates, and reusable assets. - Serve as senior sponsor and executive escalation point for strategic and high-risk client implementations, building trusted relationships with client executives, operational leaders, and technology stakeholders. - Drive consistent implementation quality through measurable standards and KPIs covering cycle time, scope control, milestone performance, on-time go-live, client adoption, post-hypercare health, utilization, and delivery margin. - Advance AI-enabled tooling and automation across planning, project delivery, documentation, testing, client enablement, and operational reporting, with appropriate governance and quality controls. - Partner with Product, Engineering, Sales, Solution Consulting, Customer Success, and Support to align expectations, scope, success criteria, and a smooth transition from implementation to ongoing value realization. - Lead, hire, and develop a high-performing delivery organization, fostering workforce planning, onboarding, succession planning, and a culture of accountability and client focus.

Requirements - Bachelor's degree in Business, Information Systems, Computer Science, Supply Chain, Retail Operations, or a related field, or equivalent practical experience. - 5+ years of progressive leadership experience delivering enterprise SaaS or technology implementations for complex enterprise customers. - 3+ years managing implementation, consulting, delivery, or professional services teams with responsibility for scope, timelines, budgets, risks, and client expectations. - Strong command of SaaS implementation methodologies, program governance, and enterprise software deployment practices, including data architecture, integrations, APIs, and EDI. - Demonstrated success leading concurrent implementations with executive-level presentation, decision-making, and stakeholder management capabilities.

Nice to have - Loyalty platform experience and familiarity with grocery, retail, or eCommerce operations.