Director of Implementation

Continuum · Chicago (West Loop) · Hybrid (2 days/week onsite) Reports to: CEO Works closely with: Forward Deployed Engineering, Integrations, Hypercare, Customer Success, Product Required: If you're interested in this role, please complete the Culture Index assessment here: About Continuum Continuum is disrupting an untapped, winner-take-all, $22B+ market of B2B reverse logistics. We are the first and only network-deployed platform that solves complex multi-party returns, warranties, and repairs across supply chains. Our mission: if a product moves up the supply chain in B2B distribution or manufacturing, we own it. The role You'll run Implementation: every customer from signed contract to full adoption. Go-live is a milestone. Full adoption across every branch and team is the finish line. Our implementations are complex and frankly, difficult. Customers run a dozen different distribution ERPs, plus the manufacturer portals they file into. Every account has its own workflows, data quirks, and branch-level exceptions. You need to know the product well enough to configure it, debug it, and tell engineering exactly what's broken. You also need to build the processes that make our 50th implementation faster than our 5th. We're growing fast and we want post-sale to scale without headcount scaling at the same rate. AI is a big part of how. Who you are • A natural skeptic. When someone says an integration is done, you check it yourself. • A doer. You get your hands dirty. You'll map an ERP field or jump on a customer call to see what's actually going on. • A product expert. You understand complex integrations and workflows end to end. The hard ones come to you. • A process builder. Every implementation teaches us something. You make sure it ends up in the playbook. • AI first. You use AI to scale post-sale services. Configuration, data mapping, testing, documentation. You'll show us where it works and where it doesn't. • Sleeves rolled up. No task is beneath the job, including yours. • A great leader. People on your team get better, and good people want to work for you. What you'll own • Implementation, start to finish. Timelines, scope, quality, and the customer's experience from kickoff through full adoption. • The playbook. This is yours to refine. Repeatable processes for kickoff, configuration, integration, testing, and rollout. • Integration and workflow design. ERP data and mapping, vendor portals, workflow configuration. • Scaling with AI. Find the manual work in post-sale and automate it. • Feedback to product. When something should be built once in the platform, push it there and follow it. • Customer communication. Executive sponsors, IT teams, and branch leads all know where things stand. • Your team. Implementation Managers today. Hire carefully as we grow. Requirements and skills Track record • You've led implementation or professional services for B2B software with real integrations. Something where go-live took months. • You have recent and extensive hands-on in the configuration and the data. • You've built a services playbook that cut time to value and held up as the team grew. • You've run multiple complex implementations at once and kept them on track and on time. • Bonus: distribution ERPs (Epicor P21, Eclipse, Infor CloudSuite), EDI, or supply chain software for distributors and manufacturers. How you work • You write things down. Nobody on your team solves the same problem twice. • Bad news travels fast. Customers and leadership hear about a slipped date from you first. • You track what matters: time to go-live, time to full adoption, hours per implementation. • Our agents make judgment calls, so "working correctly" isn't always a clean yes or no. You're fine operating there. Why join Continuum? • Shape the company, not just the role. Continuum is creating a category that doesn’t exist yet. Your work will directly shape how fast the company grows. Every customer you win, every implementation success, and every process you build moves the business forward. • The customer experience starts with you. Every implementation that lands well becomes a reference, a place to expand, and a reason the next manufacturer joins the network. • You'll work alongside experienced operators. This is a team of people who have built and scaled before. You'll be sharpened by peers who challenge you, not the only operator in the room. • A genuine moat. No single manufacturer, distributor, or point tool can replicate a network-deployed platform.