Director of Implementation and Onboarding (Director, Delivery)

Job Description

Job Description

Description:

Docupace is seeking a Director of Implementation and Onboarding (Director, Delivery) to lead the Project Management and Onboarding functions behind our enterprise client implementations.  

Summary of Position:

The Director, Delivery is a senior leadership position accountable for the success, consistency, and scalability of client project delivery across the organization. This individual oversees a team of individuals responsible for the full lifecycle of enterprise client implementations and onboarding, from strategic planning and resource alignment through execution and transition to support.

In addition to leading a high-performing team, this role is expected to bring strong technical fluency, cross-functional expertise, and a consultative mindset to elevate delivery execution and client experience. The ideal candidate thrives in a matrixed software environment, serving as a strategic partner to Sales, Product, Engineering, Support, and Client Success, while also acting as a stabilizing force and escalation point during complex engagements.

The Director will focus on continuous improvement, operational efficiency, client satisfaction, and the development of a culture of achievement, ownership, and accountability within the Delivery organization.

Key Responsibilities:

• Provide strategic leadership for the Project Management and Onboarding functions, ensuring client engagements align with company objectives, client expectations, and resource availability.
• Implement a client onboarding process aligned with product capabilities designed to provide new clients with implementation flexibility.
• Deliver a high-quality and efficient client experience, one to be consultative, with the goal of creating referenceable clients
• Drive a sense of pride and achievement across the Delivery team by coaching individuals to operate with increasing autonomy and confidence.
• Partner closely with Sales and Client Success to evaluate and scope new engagements; contribute to pre-sales estimates and timeline assumptions.
• Support the EVP of Delivery with executive-level reporting, capacity planning, and continuous visibility into program health.
• Collaborate with Solutions Enablement, Product, Support, QA, and Engineering leadership to align roadmaps, resolve cross-functional blockers, and ensure smooth transitions between teams. With a key focus on accelerating time-to-value for clients.
• Establish and enforce delivery best practices for scope management, timeline integrity, change control, and risk mitigation. Further, continuously evolve and improve our project methodology.
• Use project management tools (e.g., Monday.com, Jira, Salesforce) to forecast capacity, track deliverables, and surface actionable 

insights to senior leadership.

• Serve as the second line of escalation for client issues and delivery roadblocks.
• Empower PMs to lead effectively; foster a high-trust, high-impact team environment.
• Foster and model a culture of continuous improvement through innovation and excellent change management.

Leadership Competencies

• Thinks strategically while executing tactically — sees the big picture without losing sight of the details.
• Serves as a trusted advisor to peers and senior leadership, effectively reducing executive overhead.
• Able to balance structure with flexibility, adapting delivery approaches to meet varying client and business needs.
• Acts as a force multiplier, developing a strong team and building scalable systems that reduce reliance on any one individual.
• Values collaboration and shared success, not afraid to make hard decisions, but does so with respect and transparency.

Qualification:

• Bachelor’s degree in business, technology, or related field; advanced degree or certifications (e.g., PMP, Scrum Master) a plus.
• 10+ years of experience in software delivery, preferably within SaaS, with 5+ years in people management roles.
• Proven track record of leading a team managing complex, cross-functional, client-facing enterprise software projects, as well as self-led client onboarding engagements. 
• Familiarity with operating in an environment involving direct clients, partners, and third-party integrators.
• Experience working in Agile/SCRUM environments; familiarity with SDLC, backlog management, release cycles, and CI/CD practices.
• Strong grasp of project financials and the ability to contribute to budgeting and resource-planning discussions.
• Exceptional communication skills, with a demonstrated ability to present to executives, facilitate client meetings, and align internal stakeholders.
• Proficiency in project and capacity planning tools (e.g., Monday.com, Jira, Salesforce).
• Calm under pressure, able to lead through change, manage ambiguity, and remain composed during high-stakes situations.

Physical Demands and Working Conditions:

• Sit – Frequent
• Stand- Occasional
• Walk - Frequently
• Lift/Carry 0-20 pounds – Occasional
• Lift/Carry over 0-20 pounds - Occasionally
• Kneel/crouch, bend and /or stoop repeatedly - Occasional

Reasonable Accommodations:

Applicants and employees who require reasonable accommodation to complete the duties and responsibilities described above should notify Human Resources.

Disclaimer:

The preceding job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this classification. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job. Additionally, this document is not an employment contract. The company reserves the right to modify job duties or job descriptions at any time.

Docupace is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of any kind. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Docupace are based on business needs, job requirements, and individual qualifications, without regard to age, race, color, religion or belief, gender, sexual orientation, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.