Director, SMB & Mid‑Market Implementations

HotSchedules; Austin (TX); On-site; USD 170,000 - 250,000; Full time

Benefits offered by this job

Unlimited PTO

Medical, Dental, Vision Insurance

401k Match

Parental Leave

Laptop and equipment

Job summary

Fourth is seeking a Director of SMB & Mid-Market Implementation to lead implementation operations for our high-volume customer base. You will scale onboarding of 300+ WFM customers and growing payroll customers monthly, driving efficiency, quality, and repeatable processes at scale.

You will manage two teams (WFM and Payroll), partner with offshore teams, and push productization toward self-serve while collaborating with Product, Sales, and Customer Success to remove bottlenecks and accelerate

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.
• Experience managing offshore or third-party teams and optimizing distributed delivery models.
• Demonstrated ability to identify, evaluate, and scale operational improvements and automation.
• Experience partnering with Product and Engineering to inform roadmap and solve scaling challenges.
• Comfort with data analysis and building operational dashboards and metrics.

Responsibilities

• Lead and develop the WFM and Payroll Implementation Managers.
• Own delivery of all commercial WFM and payroll implementations. Define performance metrics, SLAs, and quality standards.
• Provide input on strategic productization initiatives. Partner with Product and Sales to build a roadmap toward self-serve.
• Define performance standards and operational expectations for offshore implementation teams.
• Build and evolve scalable implementation processes and playbooks for both WFM and Payroll.
• Establish operational reporting and metrics that track volume, quality, cost per implementation, and team productivity.
• Partner with Product, Engineering, Sales, and Customer Success to surface implementation challenges and scaling constraints.
• Lead adoption of AI and automation for onboarding, configuration, integrations, and error checking.

Skills

Operational leadership

Process optimization

Managing managers

Volume operations

Technical depth

Cross-functional partnership

Vendor and offshore management

Tools

Integrations

Data architecture

System configuration

Job description

Fourth is seeking a Director of SMB & Mid-Market Implementation to lead implementation operations for our high-volume customer base. You will scale onboarding of 300+ WFM customers and growing payroll customers monthly, driving efficiency, quality, and repeatable processes at scale.

You will manage two teams (WFM and Payroll), partner with offshore teams, and push productization toward self-serve while collaborating with Product, Sales, and Customer Success to remove bottlenecks and accelerate