Director of Implementation & Customer Onboarding

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

Benefits offered by this job

Medical coverage

HSA contribution

401(k) match

Dependent Care FSA

Dental & Vision coverage

Life and AD&D Insurance

Disability (Short & Long Term)

Flexible Time Off

Paid Holidays

Parental Leave

Pawternity Leave

Pet Insurance

Learning & Development stipend

Job summary

PetDesk is seeking a Director, Implementation & Build to own the post-sale onboarding journey for 500+ concurrent customer implementations. You will lead 5 direct-report managers across implementation and phone build, driving rigor, proactive communication, and customer-first focus.

In this leadership role, you will partner with Sales, Product, Customer Success, and Support, escalate when needed, and build scalable playbooks and org structures while traveling about 10% for kickoff events and

Qualifications

• 7+ years in implementation, onboarding, professional services, or project management.
• 4+ years managing people, including 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.
• Set clear expectations with customers and internal teams, and build a management team that proactively communicates status.
• 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.
• 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

Implementation leadership

People management

Project management

AI in processes

Customer-facing leadership

Hiring coaching

Tools

Salesforce

Wrike

Zendesk

ChurnZero

Job description

PetDesk is seeking a Director, Implementation & Build to own the post-sale onboarding journey for 500+ concurrent customer implementations. You will lead 5 direct-report managers across implementation and phone build, driving rigor, proactive communication, and customer-first focus.

In this leadership role, you will partner with Sales, Product, Customer Success, and Support, escalate when needed, and build scalable playbooks and org structures while traveling about 10% for kickoff events and