Director of Scaled Implementation & Onboarding

Fourth; United States; On-site; USD 180,000 - 230,000; Full time

Job summary

Fourth, the world’s largest end-to-end restaurant and hospitality management technology solutions provider, seeks a Director of SMB & Mid-Market Implementation to lead two implementation teams and oversee onboarding for 300+ WFM customers and growing payroll customers monthly.

You will drive operating standards, KPIs, offshore collaboration, and the shift toward self-serve productization, balancing growth with quality across the hospitality market.

Qualifications

• 8+ years in operations, implementation, or customer success leadership in high-volume, scaled environments.
• Proven track record managing managers and building/scaling distributed teams.
• Experience leading high-volume onboarding or implementation operations (hundreds of customers per month).
• Strong technical background in integrations, data architecture, and system configuration.
• Background in hospitality, retail, payroll, or adjacent industries strongly preferred.

Responsibilities

• Lead and develop the WFM and Payroll Implementation Managers. Set clear expectations, establish accountability, and drive results.
• Own delivery of all commercial WFM and payroll implementations. Define performance metrics, SLAs, and quality standards. Identify bottlenecks and optimize for throughput.
• Provide critical input on the strategic productization initiatives. Partner with Product and Sales to build a roadmap toward self-serve and reduced professional services dependency.
• Define performance standards and operational expectations for the offshore implementation team. Iterate on training, workflows, and processes to continuously improve efficiency and quality.
• Build and evolve scalable implementation processes and playbooks for both WFM and Payroll. Drive continuous improvement and identify automation opportunities.
• Establish operational reporting and metrics that track volume, quality, cost per implementation, and team productivity. Build dashboards that inform decision-making.
• Partner with Product, Engineering, Sales, and Customer Success to surface implementation challenges, product gaps, and scaling constraints.
• Lead adoption of AI and automation for onboarding, configuration, integrations, and error checking. Identify opportunities, evaluate solutions, and drive implementation to improve efficiency and reduce manual work at scale.

Skills

Operational leadership

Process & systems thinking

Managing managers

Volume operations

Technical depth

Cross-functional partnership

Vendor & offshore management

Job description

Fourth, the world’s largest end-to-end restaurant and hospitality management technology solutions provider, seeks a Director of SMB & Mid-Market Implementation to lead two implementation teams and oversee onboarding for 300+ WFM customers and growing payroll customers monthly.

You will drive operating standards, KPIs, offshore collaboration, and the shift toward self-serve productization, balancing growth with quality across the hospitality market.