Director, Implementation

Summary

Join Olo, a leading SaaS platform in the restaurant industry, as a Director, Implementation. Lead a team managing diverse projects, ensuring alignment with customer objectives and successful outcomes. Own the service delivery lifecycle, from process design to execution, building a center of excellence for scalable processes. Partner with leaders to translate business goals into implementation strategy and drive key initiatives. Manage resource planning, serve as a point of escalation, and develop technical talent. Work remotely from anywhere in the U.S. or at Olo’s NYC headquarters. This role requires expertise in large-scale MarTech and SaaS implementations and exceptional leadership.

Requirements

• 10+ years progressive experience in MarTech Implementation/Project Management or other related field (SaaS or restaurant tech industry experience preferred)
• 5+ years experience managing direct reports
• Experience leading teams working directly with complex accounts at the senior business and IT levels with executive experience in an advisory role
• Ability to set standards for impeccable project management output and provide guidance on prioritization of competing interests
• Outstanding ability to thoughtfully assess problems holistically and provide resolutions
• Experience creating and executing scalable processes to improve team efficiency

Responsibilities

• Lead high-performing teams focused on the implementation of complex marketing technology and automation solutions, including loyalty platforms and Customer Data Platforms (CDPs), with a focus on scalable service delivery and data migration
• Act as a leadership sponsor to align strategic customer objectives across varying departments with project execution, and establish best practices, standards, and frameworks for complex projects
• Model effective strategic partnerships with customers, leveraging deep expertise in loyalty program economics, guest behavior, and the marketing technology landscape to guide them toward measurable outcomes
• Establish change management protocols to align with business strategies and effectively guide Implementation team members through periods of change
• Drive the strategy for implementation quality and establish a center of excellence to ensure effective controls are in place to monitor departmental project lifecycle, and provide consistency and predictability in project delivery
• Act as a point of escalation to resolve key issues presented by customers, project managers, and Implementation team members, and work decisively to address known process gaps, owning the design and rollout of scalable solutions and training programs to improve the customer experience and reduce escalations
• Work cross-functionally with Olo leadership at varying levels to translate broader business objectives into Implementation-specific goals and initiatives, including improving implementation velocity
• Partner with departmental leadership and CX Operations to uncover gaps in processes and offer expertise to implement scalable solutions and initiate training opportunities
• Conduct resource planning and collaborate with Implementation leadership to determine proper assignments for all projects, and develop and manage a sophisticated capacity and resource utilization model to ensure the team is staffed effectively, projects are forecasted accurately, and the service delivery function can scale predictably with business growth
• Drive a strategic partnership with Product and Engineering leadership by establishing and leading a formal feedback loop to translate field challenges and customer insights into actionable data that helps inform product roadmap priorities and reduce implementation friction
• Own the talent strategy for their team, and foster a culture of mentorship, creating clear career paths for growth and implementing targeted training to upskill the team

Preferred Qualifications

Preferred experience with PSA tools (we use Rocketlane) or Asana, Jira, Guru, Salesforce, and Zendesk

Benefits

• 20 days of paid time off
• 10 separate sick days
• 11 holidays, plus year-end closure
• Health, dental, and vision coverage for yourself and your family
• A 401k match
• Remote-office stipend
• Company equity
• A generous parental leave plan
• Volunteer time off
• Gift matching policy