Director Of Implementation

Summary

Join Invoca's growing team as the Director of Implementation and lead the US Implementation team, guiding new and existing US and UK-based customers through the onboarding process. You will manage, mentor, and grow your team to exceed key performance metrics. This role requires a strategic and operational leader who can manage technical complexity, foster collaboration, and deliver exceptional business value. You will hire, develop, and lead high-performing teams, build and execute plans, establish scalable frameworks, and use a data-driven approach to optimize KPIs. The ideal candidate possesses strong leadership skills, technical expertise, and a customer-centric approach. This is a remote position.

Requirements

• 5+ years of professional experience leading implementation, onboarding, or customer success teams, preferably within a fast-paced SaaS or technology-driven environment
• Proven ability to manage technical specialists and oversee integrations of complex platforms, MarTech tools, and websites
• Strong knowledge of project management methodologies and tools, with experience applying them in customer-centric engagements
• Expertise in business analysis, with a demonstrated ability to design people, processes, and tools to meet and exceed business objectives
• Familiarity with change management processes, particularly in enterprise-level engagements
• A data-driven mindset, with the ability to develop, track, and optimize performance metrics to improve operational efficiency and customer outcomes
• Exceptional leadership skills, with the ability to inspire, coach, and grow a diverse team while fostering a culture of collaboration and innovation
• Flexibility to adapt to evolving customer needs and enthusiasm for experimenting with new engagement types such as pilots and trials
• Highly effective communicator with strong people instincts, capable of building trust and influence across internal teams, customers, and stakeholders at all levels

Responsibilities

• Hire, mentor, and develop high-performing teams, including technical specialists, to deliver exceptional implementation services efficiently and integrate platforms, marketing technology (MarTech) solutions, and websites
• Build and execute robust quarterly and annual plans aligned with business objectives, ensuring progress and impact are clearly communicated to senior leadership
• Establish scalable implementation frameworks and methodologies to deliver consistent, high-quality outcomes for customers
• Use a data-driven approach to develop, track, and optimize key performance indicators (KPIs), such as time-to-value, customer satisfaction, and team productivity
• Design and implement processes, tools, and strategies to maximize business value for customers, balancing efficiency with exceptional service
• Foster strong cross-functional alignment by collaborating with sales, product, and customer success teams to ensure seamless transitions and long-term success
• Lead initiatives to identify and mitigate risks, ensuring timely and high-quality project outcomes
• Champion change management strategies and training initiatives to enable customer adoption and success in enterprise environments
• Incorporate digital strategies to enhance the onboarding experience, creating scalable digital tools and processes to complement 1:1 engagements and improve user adoption
• Promote a culture of continuous improvement, experimentation, and innovation to adapt to evolving customer needs, including supporting diverse engagement types like pilots and trials
• Advocate for customers by ensuring compliance with industry-specific regulations and delivering insights that drive product innovation

Preferred Qualifications

• Marketing technology expertise, with a strong understanding of MarTech ecosystems and their role in driving customer success
• Experience working with Call Center or complementary technologies such as NICE/InContact, Genesys, Five9, Call Miner, TalkDesk, 8x8, Clarabridge or similar
• Industry knowledge and compliance expertise in Healthcare, Financial Services, Home Services, Auto, or eCommerce
• Experience hiring and managing a geographically distributed or hybrid team
• Familiarity with tools and systems that support implementation processes, such as Salesforce, project management platforms, or customer success software

Benefits

• Flexible Time Off – We encourage a healthy work-life balance. Our flexible paid time off policy allows you to recharge and take time away as needed
• Paid Holidays – Invoca provides 16 U.S. paid holidays , including a winter break, giving you ample opportunity to refresh and spend time with friends and family
• Health Benefits – Our healthcare program includes medical, dental, and vision coverage, with multiple plan options so you can choose what works best for you and your family. Fertility assistance is also included
• Retirement – Invoca offers a 401(k) plan through Fidelity with a company match of up to 4%
• Stock Options – All employees are invited to share in Invoca’s success through stock options
• Mental Health Program – Well-being support on a broad range of issues is available through our SpringHealth program
• Paid Family Leave – Up to 6 weeks of 100% paid leave is provided for baby bonding, adoption, and caring for family members
• Paid Medical Leave – Up to 12 weeks of 100% paid leave is provided for childbirth and medical needs
• InVacation – As a thank-you to our long-term team members, we offer a bonus after 7 years of service
• Wellness Subsidy – We provide a subsidy that can be applied toward gym memberships, fitness classes, and more