Director of Customer Implementation

Summary

Join 86 Repairs, a fast-growing tech startup, as the leader of our Implementation team! You will oversee both the Onboarding and Vendor Success teams (approximately 10 members), ensuring a smooth post-sale journey for our customers and vendor networks. This role requires strong program and project management experience, a proven track record of establishing systems and processes, and the ability to lead and coach teams. Success in this position involves partnering with leadership, acting as a cross-functional partner, and innovatively solving problems. Experience in restaurant technology, marketplaces, or procurement is highly valued. We offer a competitive salary, comprehensive benefits, and a fully remote work environment.

Requirements

• 5+ years of experience in a leadership role, relevant experience in operations, implementation, or a related field
• 2+ years of customer onboarding experience
• Proven track record of establishing systems and processes. Strong analytical and problem-solving skills; uses data to set roadmap and action plans
• Proven success in driving performance and results through others
• Ability to work independently and as part of a team
• Experience leading and coaching teams up to the manager level to achieve their goals
• Strong communication and interpersonal skills with the ability to work cross-functionally and build relationships with internal and external stakeholders, regardless of level
• Experience working in marketplaces with vendors or in procurement

Responsibilities

• Lead a team of ‘makers’ up to and including the manager level
• Be the escalation point for the most difficult vendor and customer relationship needs and challenges
• Take ownership of key projects that play an integral role in customer experience post onboarding
• Act as the conduit for information from Senior Leadership Team (SLT) and Leadership to ensure your team is well-informed on the company priorities
• Regularly leverage your subject matter expertise to drive team performance, directly or through the support of team members
• Effectively run process improvement projects to institute scalable programs on Onboarding and Vendor Success. Work ‘on’ and ‘in’ the business
• Lead performance management efforts to build and retain a team of A-players
• Set strategy and tone for the team and work autonomously to produce results on target with company goals
• Forecast into the future and identify risks and opportunities within your functional area, working with SLT to address any concerns

Preferred Qualifications

• Knowledge of restaurants, repair and maintenance, establishing a new category and start-ups
• Experience scaling a complex customer onboarding process at a SaaS and/or services company

Benefits

• Base salary range for this role is $110,000-$140,000; this role also offers a variable compensation package
• Health, dental, vision, disability, and life insurance plans (most covered at 100%)
• Flex spending account for family and childcare
• 401(k) plan with 3% matching
• Unlimited PTO with generous bereavement and sick policies
• ���Check Please” dining benefit: the company pays for you to eat at our customers’ restaurants once a quarter (up to $400 per year!)
• Mental Health reimbursement fund (up to $100 per year per person)
• Paid family leave for those starting a family, regardless of gender
• Equity in the company for every role