Director, Implementation

Remotedxb; Dubai; On-site; AED 240,000 - 480,000; Full time

Job summary

Upshop is a market leader in Total Store Operations solutions for Grocery and C-Store markets. We are seeking an experienced leader to run a team of Implementation Managers and Consultants, driving delivery excellence and customer success across multiple enterprise engagements.

The role requires deep SaaS implementation methodology knowledge, strong stakeholder management, and the ability to coordinate across product, engineering, and support teams. Up to 25% travel may be required.

Qualifications

• Bachelor's degree in a relevant field.
• 5+ years of experience leading enterprise software or SaaS implementations.
• 3+ years of people leadership experience managing delivery or professional services teams.
• Proven experience leading customer-facing delivery organizations for enterprise customers.
• Strong knowledge of SaaS implementation methodologies.
• Experience managing multiple concurrent complex customer engagements.
• Exceptional communication and stakeholder management skills.
• Ability to travel up to 25%.

Responsibilities

• Lead, mentor, and develop a team of Implementation Managers and Consultants.
• Establish clear performance expectations, coaching programs, and career development plans.
• Drive implementation methodology adoption and operational excellence.
• Serve as an executive sponsor and escalation point for strategic customer implementations.
• Build trusted relationships with customer sponsors, IT stakeholders, and executive teams.
• Own implementation delivery standards, methodologies, and playbooks.
• Maintain deep knowledge of platform architecture, data structures, and integrations.
• Partner with Product and Engineering to improve implementation tooling and automation.
• Monitor implementation portfolio health through operational and financial metrics.
• Oversee implementation forecasting, staffing, and capacity planning.

Skills

Team leadership

Stakeholder management

Communication

Portfolio management

Problem solving

Education

Bachelor's degree in Business, Information Systems, Computer Science, or related field

Tools

Azure SQL

Cosmos DB

SQL

Excel

Salesforce

Zendesk

Jira

Wrike

Job description

About the Company

Upshop is the market leader in Total Store Operations solutions for the Grocery and C-Store markets. We offer an AI-powered, SaaS platform connecting Fresh, Center, eCommerce, and DSD department operations to deliver a simplified, smarter, more connected store experience.

Responsibilities

• Lead, mentor, and develop a team of Implementation Managers and Consultants
• Establish clear performance expectations, coaching programs, and career development plans
• Drive implementation methodology adoption and operational excellence
• Serve as an executive sponsor and escalation point for strategic customer implementations
• Build trusted relationships with customer sponsors, IT stakeholders, and executive teams
• Own implementation delivery standards, methodologies, and playbooks
• Maintain deep knowledge of platform architecture, data structures, and integrations
• Partner with Product and Engineering to improve implementation tooling and automation
• Monitor implementation portfolio health through operational and financial metrics
• Oversee implementation forecasting, staffing, and capacity planning

Requirements

• Bachelor's degree in Business, Information Systems, Computer Science, or related field
• 5+ years of experience leading enterprise software or SaaS implementations
• 3+ years of people leadership experience managing delivery or professional services teams
• Proven experience leading customer-facing delivery organizations for enterprise customers
• Strong knowledge of SaaS implementation methodologies
• Experience managing multiple concurrent complex customer engagements
• Exceptional communication and stakeholder management skills
• Ability to travel up to 25%

Preferred Qualifications

• Grocery, food retail, or convenience retail operations experience
• Experience with forecasting, ordering, inventory, or supply chain solutions
• Experience with Microsoft Azure technologies (Azure SQL, Cosmos DB)
• Understanding of data architecture, APIs, EDI, and enterprise application ecosystems
• Experience leveraging AI-enabled tools or automation platforms
• Working knowledge of SQL, databases, and Excel
• Experience with Salesforce, Zendesk, Jira, or Wrike