Remote Director of Implementation

About the Role

The Director, Implementation is responsible for ensuring the success of Pushpay customers by providing strategic leadership, program management and planning expertise to support full life cycle implementation for enterprise-wide, multi-site, multi-disciplinary implementations and to influence/optimize the customer experience delivery.

Ranked number 14 by Seattle Business Magazine in the ‘ Washington’s 100 Best Companies to Work For’ list in the large companies category for 2023; and named as one of BuiltIn ‘ Best Places to Work’ in both Seattle and Dallas for 2024.

Supervisory Responsibilities

• Manages a downline with approximately 30+ members, including people managers.

Benefits and Compensation

• 100% employer-paid premiums for Medical HDHP Plan, Dental, and Vision for employee
• 70% employer-paid premiums for Medical PPO Plan for employees, and Medical, Dental, and Vision for dependents
• 401K match
• Hybrid work model - 3 days in the office / 2 days remote each week
• 12 paid Company Holidays
• 2 paid Volunteer Time Off days
• 25 days PTO
• Paid parental and adoption leave
• Compensation
  • CO: ($144,000 - $166,400 Base) + ($16,000 - $19,250 AIP)
  • WA: ($157,500 - $182,000 Base) + ($16,000 - $19,250 AIP)

Compensation ranges are determined by role and location. The range displayed on each job posting reflects the pay range for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

What You’ll Do

People

• Oversee a team of =/<21-50 colleagues, including managers
• Lead the day to day management, governance, change impact and prioritization across the Implementation teams
• Provide oversight, and ensure, financial performance within the assigned cost center
• Create, and nurture, a successful employee environment that supports a “best place to work” company experience/recognition
• Ensure operational readiness and provide ongoing training for growth and development of managers and their teams
• Provide coaching, mentoring, and feedback to team members on a daily basis to maximize productivity and quality of service

Process

• Define what customers value and how to differentiate the experience to be delivered
• Create, define and document scalable implementation best practices that drive customer optimization and adoption
• Use quantitative and qualitative analysis to drive operational excellence in the areas of customer engagement, loyalty and satisfaction
• Establish quality performance metrics to drive and measure continual improvement
• Facilitate onboarding of clients efficiently, continuing to focus on reducing cycle time, simplifying processes and making it easier for clients to do business with our company
• Act as a resource for insights for annual, quarterly and monthly management reporting deliverables

Partnership

• In close partnership with Sales, develop in-depth knowledge of client needs and proactively provide best in class service and implementation solutions
• Support Sales teams by creating and delivering appropriate solutions early in the client prospecting and onboarding processes and actively participate in significant new business opportunities
• Work with CS Operations and Business Operations to continuously review and adjust the implementation service delivery model in order to maximize efficiency
• Build strong working relationships and work cross functionally with Engineering, Business Operations, People Operations, Sales, Marketing and Processing to drive speed-to-value for our customers

What You’ll Bring

Education

• BA/BS degree in Business Administration, Education, Computer Science, Engineering,
• Project Management or related field or equivalent professional work experience

Experience

• 7+ years of Implementation project, program or process management experience
• 5+ years of leading a team in a SaaS environment
• Manager of manager leadership experience

Skills/Competencies

• Exceptional communications skills – experience engaging with executives
• Excellent planning, organizational and time management skills
• Negotiation and conflict resolution experience
• Experience coach/mentor
• Able to thrive in a fast-paced, innovative and evolving environment

Preferred

• Demonstrated track record of overseeing large transformation programs
• Project Management education and/or certification (e.g., Certified Associate of Project Management (CAPM); Project Management Professional (PMP))
• Continuous Improvement education and/or certification (e.g., Process Improvement Specialist, Six Sigma Yellow/Green/Black/Master Black Belt, Lean Bronze/Silver/Gold Practitioner)
• Familiarity/working knowledge of Google Suite, Microsoft Office products and Salesforce

Pushpay is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.

If you have a disability under the Americans with Disabilities Act or similar law, or you require religious accommodation, and you wish to discuss potential accommodations related to applying for employment at Pushpay, please contact [email protected].

About Pushpay

Pushpay helps organizations and communities come to gather & stay connected, strengthening community, connection, and belonging through our suite of mobile apps, management software, and giving technology. Our 550 Pushpay teammates support 10,000+ customers as they drive social good, and we’re honored to have processed over $15 billion in charitable giving. We’re growing fast, including some exciting acquisitions in recent years, and we need driven talent. Join Pushpay and grow with us!

Application Deadline: The posting for this position will remain open until October 16th, 2024, after which applications will no longer be accepted. Please ensure your application is submitted before this date.