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The Director, Implementation & Build will oversee portfolio health across hundreds of concurrent customer implementations by managing a team of five managers. This role involves refining operational workflows, reporting risk to executive leadership, and serving as the primary escalation point for complex customer issues.
Onboarding is the highest-leverage moment in a customer's lifecycle — it's when they either get real value fast and stick around, or stall out before they ever see ROI. The Director, Implementation & Build exists to own that moment through rigor: building and running a management structure that keeps hundreds of concurrent implementations moving without anything slipping through the cracks.
This is a leadership role, managing a team of 5 people-managers — 3 Managers of Implementation and 2 Managers of Phones Build — and holding them to the same standard of activity management, proactive communication, and customer-first instincts that the frontline team is held to. Implementation and Phones Build are distinct technical surfaces, the latter involving phone hardware, network infrastructure, and VOIP tenant builds, and this is not a role for someone who needs deep expertise in either on day one — it's a role for someone who can lead managers accountable for both credibly while being obsessed with the customer experience and treating team leadership, operational discipline, and follow-through as a craft.
The role sits at the center of the post-sale journey, partnering closely with Sales, Product, Customer Success, and Support, and keeping senior leadership informed on portfolio health before problems become surprises. It's also the top escalation point when implementations get complex or customers get unhappy.
\nOwn portfolio health across 500+ concurrent customer implementations, managed through a team of 5 direct-report managers, catching risks before they surface as problems
Set clear expectations with customers and internal teams, and build a management team that proactively communicates status without being asked
Report portfolio health, risk, and progress upward to executive leadership in a clear, digestible format
Lead, coach, and develop a team of managers, building their skills as people-leaders and holding them to a high standard of rigor and follow-through
Serve as the senior escalation point on at-risk or unhappy-customer situations, guiding your managers through resolution and stepping in directly when needed
Build and refine the playbooks, workflows, and org structure that raise consistency and quality across a growing multi-team function
Partner across Sales, Product, Customer Success, and Support to align expectations and close feedback loops at a strategic level
Travel ~10% for kickoffs, customer events, and industry conferences
7+ years in implementation, onboarding, professional services, or project management
4+ years managing people, including experience managing other managers
Demonstrated ability to hire and lead a team responsible for a high volume of concurrent projects/accounts with strong attention to detail and follow-through
Experience building management capability in others — coaching managers on activity management, proactive communication, and customer-facing judgment
Experience leading customer-facing teams and delivering projects on time and on scope at scale
Experience building or improving processes and org structures that scale
Demonstrated experience utilizing AI for building and/or optimizing processes
Preferred Qualifications:
Experience in a B2B SaaS or technology environment
Proficiency with CX Tech stack (e.g., Salesforce, Wrike, Zendesk, ChurnZero)
Experience working with enterprise customers and complex, multi-stakeholder rollouts
Familiarity with veterinary PIMS, or comfort getting conversant in one quickly
Love of animals, pets and experience in a veterinary practice
Medical coverage for employees and dependents (80-90% covered by employer)
Employer HSA contribution with HDHP
401(k) match up to 3.5%
Dependent Care Flexible Spending Account (FSA)
Dental & Vision coverage available
Basic Life and AD&D Insurance
Short and Long Term Disability
Flexible Time Off & 12 Paid Annual Holidays
Paid Parental Leave
Pawternity Leave, Financial Pet Adoption Support & Subsidized Pet Insurance
$250 Annual Stipend for Learning and Development
PetDesk combines the industry's most user-friendly client engagement tools with the highest-rated pet parent app to simplify your veterinary clinic’s operations while strengthening client relationships.
Our recruiting process is rooted in “Who: The A Method of Hiring” and consists of an average 2-week hiring timeline. This standardized interview process allows candidates to answer the same questions, experience the same process, and ensure a fair performance review from multiple perspectives.
Please, no external recruiters—candidate profiles submitted from external recruiting agencies will not be considered.
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