Director of Implementation, SMB & Mid-Market

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director of Implementation, SMB & Mid-Market based in United States.

• This is a senior operational leadership role responsible for scaling implementation delivery across a high-volume SMB and mid-market customer segment.
• You will oversee WFM and Payroll implementation operations, supporting hundreds of customer implementations each month while maintaining strong quality and efficiency.
• The role combines people leadership, process optimization, technology enablement, and strategic productization in a fast-paced SaaS environment.
• You will lead implementation managers, develop distributed teams, and establish the standards, KPIs, and operating rhythms required for consistent execution at scale.
• You will also partner closely with Product, Engineering, Sales, and Customer Success to address product gaps, remove delivery constraints, and improve the customer journey.
• A key focus will be identifying opportunities for AI, automation, and self-service capabilities to reduce manual work and increase implementation capacity.
• This role offers significant influence over how implementation operations evolve as the business grows, with success measured through throughput, quality, cost efficiency, adoption, and revenue realization.