Director of Implementation

Role Description

The Director of Implementation at Payabli is a pivotal role, directly responsible for the successful, end-to-end implementation lifecycle for our vertical software partners. We expect you to have incredible leadership skills, be a self-starter, operate with a high sense of urgency at all times, and be execution-focused. This role is a part of our Operations team and is highly cross-functional, working with our Sales team, Solution Engineering team, Onboarding team, and Partner Success team. You will directly oversee the Implementation team (Solutions Engineering and Merchant Onboarding) and track the success metrics for our dozens of concurrent implementation projects and thousands of merchants per month. You will need to be an influential leader that can build incredible goodwill with your team, other internal teams, as well as our customers. You will be expected to also be a player/coach and jump in when needed throughout the various processes.

In this Director of Implementation role, you will be:

• Project Management
  • Be highly organized and drive documentation, metrics, and task execution.
  • Be a builder of systems and processes to improve implementation, as well as post-implementation success.
  • Lead calls, both internally and externally to create and manage the integration plan for software partners.
  • Build AI tools and agents to automate and hyperscale projects.
  • Be relentless about process optimization.
• Technical Expertise
  • Track and Report on Project Logs, Key Performance Indicators (KPIs), and drive continuous improvement.
  • Work closely with customers that have a wide array of knowledge and experience with payments.
  • Create innovative approaches to integration process where necessary, be able to demo product and solutions and put yourself in the seat of the customer to understand how payments work for them in their business.
  • Transfer integration plan into ongoing production reference documentation for the partner and internal support teams.
• Cross Functional Collaboration
  • Be a gravitational leader, not just to those on your team but also side to side across other teams.
  • Gain a level of expertise and awareness of all areas of the operational side of the business.
  • Work closely with Sales Team to ensure the information at the top of the funnel sets up the customer for a successful implementation and work with Customer Success team to ensure that customers have a perfect path forward as they leave the implementation journey.
  • Work closely with product team to become an expert on piloting and implementing cutting edge fintech products.

Qualifications

• 8+ years of professional experience, including 4–6+ years leading complex customer implementations or onboarding programs in SaaS, fintech, or API-driven platforms, with at least 3 years managing teams.
• Experience in embedded payments or finance highly preferred, or adjacent experience in a high growth enterprise software platform.
• Proven leadership experience, managing teams, with quantifiable performance improvement.
• Working understanding of APIs, SDKs, webhooks, various other platform integration concepts.
• Experience with payment processing concepts including payment acceptance, vendor payables, tokenization, PCI compliance, and transaction flows.
• Skills building AI driven processes, agentic workflows and automations.

Requirements

• Strong communication and interpersonal skills with the ability to communicate complex ideas in a structured and user-friendly way to an audience of C-Suite enterprise clients as well as engineers at early stage startups.
• Extreme ownership over everything in your domain. The buck stops with you.
• Self-starter who is resourceful and able to independently run work streams, and also willing to be scrappy and think of creative solutions.
• Leadership experience in a player/coach type of role is a plus, or natural ability to guide and influence others.
• Demonstrate humility and honesty with an open mind for feedback.
• Intellectually curious, asking questions before making assumptions, seeking out innovation, and finding unique solutions to complex problems.
• Speak with a high level of confidence.

Benefits

• Competitive salary.
• Stock options with the potential to unlock more equity as we grow.
• Flexible PTO and paid parental leave.
• Medical, dental, & vision insurance.
• 401K, HSA, pre-tax savings programs.