Director of Implementation, SMB & Mid-Market

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director of Implementation, SMB & Mid-Market based in United States. This is a senior operational leadership role responsible for scaling implementation delivery across a high-volume SMB and mid-market customer segment.

You will oversee WFM and Payroll implementation operations, supporting hundreds of customer implementations each month while maintaining strong quality and efficiency. The role combines people leadership, process optimization, technology enablement, and strategic productization in a fast-paced SaaS environment. You will lead implementation managers, develop distributed teams, and establish the standards, KPIs, and operating rhythms required for consistent execution at scale.

You will also partner closely with Product, Engineering, Sales, and Customer Success to address product gaps, remove delivery constraints, and improve the customer journey. A key focus will be identifying opportunities for AI, automation, and self-service capabilities to reduce manual work and increase implementation capacity.

This role offers significant influence over how implementation operations evolve as the business grows, with success measured through throughput, quality, cost efficiency, adoption, and revenue realization.