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 restaurant clients and vendor networks. This role requires strong program and project management skills, experience in scaling organizations, and a proven ability to drive performance. You will partner with leadership, collaborate cross-functionally, and leverage data to set roadmaps and action plans. The ideal candidate will have experience in restaurant technology, marketplaces, or procurement. This position offers a competitive salary, comprehensive benefits, and the opportunity to contribute to a rapidly expanding company. Some travel (up to 30%) is required.

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
• Serve as the escalation point for the most difficult vendor and customer relationship needs and challenges
• Take ownership of key projects identified as integral to the post-onboarding customer experience
• Act as the conduit for information from the Senior Leadership Team (SLT) and Leadership to ensure your team is well-informed on company priorities
• Regularly leverage your subject matter expertise to drive team performance, directly or through 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 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

• 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
• Base salary range for this role is $110,000-$140,000; this role also offers a variable compensation package