Director of Enterprise Implementation

Role Description

The Director of Enterprise Implementation leads all U.S. enterprise customer implementations across Fourth's back office solutions (Workforce Management and Inventory Management). In this critical role, you own the end to end delivery motion for the largest, most complex, and highest value customers. You are accountable for ensuring implementations meet contractual timelines, stay within scope, and deliver measurable customer value.

You will build and scale a high performing implementation team, establish delivery standards and processes, and drive continuous improvement across people, systems, and tooling. You manage scope execution and change orders to ensure enterprise engagements deliver against contracted commitments.

This is a strategic operations role that requires balancing delivery excellence with cross functional partnership. You'll work closely with Product, Engineering, Sales, and Customer Success to surface implementation challenges, identify product gaps, and help shape the evolution of Fourth's solutions and delivery model. You'll also own the integration and scaling of tools, automation, and analytics to accelerate implementations and improve outcomes.

This role requires strong judgment, operational discipline, technical depth, and the ability to lead and drive results in a hospitality tech environment.

Qualifications

• 8+ years in implementation leadership, program management, or operations roles in enterprise SaaS or adjacent industries
• Proven track record managing and scaling teams of 5+ people, including direct hiring and development
• Experience delivering large scale customer implementations in complex, high stakes environments
• Strong technical background in integrations, data architecture, and system dependencies
• Background in hospitality, retail, payroll, POS, or adjacent industries strongly preferred
• Experience managing contracts, SOWs, and scope in professional services or customer delivery contexts
• Experience leading process improvement and establishing scalable delivery frameworks
• Comfort with data analysis and translating metrics into business decisions
• Experience partnering with Product and Engineering teams to inform roadmap

Requirements

• Lead, hire, develop, and retain the enterprise implementation delivery team. Set clear expectations, establish accountability, and drive results.
• Own delivery and revenue realization of all U.S. enterprise implementations. Identify and mitigate risks, manage escalations, and resolve customer issues.
• Ensure SOWs are achievable from a delivery perspective. Manage scope, change orders, and execution against contracts.
• Establish implementation standards, processes, and playbooks. Identify improvement opportunities and drive continuous adoption.
• Forecast and manage team capacity and resource allocation across the enterprise portfolio.
• Identify opportunities to streamline implementations through tools, automation, and process improvements. Own evaluation, adoption, and scaling of solutions that reduce manual work and accelerate delivery.
• Partner with Product, Engineering, Sales, and Customer Success to surface implementation gaps, inform product roadmap, and align on enterprise strategy.
• Establish reporting and metrics for project health, team performance, and operational efficiency.

Benefits

• Unlimited PTO!
• Medical, Dental, Vision Insurance!
• 401k Match!
• Parental Leave
• Laptop and equipment.
• Remote employment limited to: AZ, CA, CO, CT, DC, FL, GA, ID, IL, IN, LA, MA, MD, ME, MI, MN, MS, NC, NE, NJ, NM, NV, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, & WA

Company Description

In July 2019, Fourth joined forces with HotSchedules to become the global leader in end-to-end restaurant and hospitality management technology solutions. Together, the merged company now represents the world’s largest and only provider of end-to-end restaurant and hospitality management solutions for customers across the globe and of all sizes—from a single location or franchisee restaurant to a global restaurant or hotel chain. The combined company’s complete software-as-service (SaaS) solution suite, including scheduling, time & attendance, applicant tracking, training, inventory management/procurement, HR/benefits, and payroll services, now serves customers in 120,000 locations worldwide and is supported by a dedicated, unified team across offices in the US, UK, Bulgaria, China, Australia, and UAE.