Director of Implementation & Build Delivery

PetDesk; United States; On-site; USD 134,000 - 150,000; Full time

Benefits offered by this job

Medical coverage for employees and-dep

HSA contribution

401(k) match

Flexible Time Off

Parental Leave

Pet Insurance subsidy

Learning stipend

Job summary

PetDesk is seeking a Director of Implementation & Build to lead the onboarding and post-sale journey across 500+ concurrent customer implementations, guiding five direct-report managers and ensuring rigorous activity management and a customer-first approach.

You will partner with Sales, Product, Customer Success, and Support, and serve as the senior escalation point for complex deployments. Travel ~10% for kickoff events and industry conferences.

Qualifications

• 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.

Responsibilities

• Own 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

Skills

Team leadership

People management

Customer-facing leadership

AI in processes

Tools

Salesforce

Wrike

Zendesk

ChurnZero

Job description

PetDesk is seeking a Director of Implementation & Build to lead the onboarding and post-sale journey across 500+ concurrent customer implementations, guiding five direct-report managers and ensuring rigorous activity management and a customer-first approach.

You will partner with Sales, Product, Customer Success, and Support, and serve as the senior escalation point for complex deployments. Travel ~10% for kickoff events and industry conferences.