Strategic Implementation Leader - SMB & Mid-Market

Fourth; Austin (TX); On-site; USD 170,000 - 230,000; Full time

Benefits offered by this job

Unlimited PTO

Medical Insurance

Dental Insurance

Vision Insurance

401k Match

Parental Leave

Laptop Provided

Job summary

Fourth seeks a Director of SMB & Mid-Market Implementation to lead implementation operations for its high-volume customer segments, overseeing WFM and Payroll onboarding across multiple products.

You will build scalable processes, set KPIs, partner with Product, Engineering, and Sales, and drive automation and offshore delivery to sustain growth while maintaining quality. This role requires strong leadership and a data-driven mindset.

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.
• Provide input on strategic productization initiatives; partner with Product and Sales to build a self-serve roadmap.
• Define performance standards for offshore implementation teams and iterate on training and workflows.
• Build scalable implementation processes and playbooks for both WFM and Payroll.
• Establish operational reporting and metrics; build dashboards for decision-making.
• Partner with Product, Engineering, Sales, and Customer Success to surface challenges and scale constraints.
• Lead adoption of AI and automation for onboarding, configuration, integrations, and error checking.

Skills

Operational leadership

Process and systems thinking

Managing managers

Volume operations

Technical depth

Cross-functional partnership

Vendor and offshore management

Job description

Fourth seeks a Director of SMB & Mid-Market Implementation to lead implementation operations for its high-volume customer segments, overseeing WFM and Payroll onboarding across multiple products.

You will build scalable processes, set KPIs, partner with Product, Engineering, and Sales, and drive automation and offshore delivery to sustain growth while maintaining quality. This role requires strong leadership and a data-driven mindset.