Head of Implementation

About the Company

This early-stage, venture-backed organization is pioneering an AI-powered platform designed to revolutionize finance and back-office workflows. Their solution streamlines key processes such as billing, payments, reporting, and financial operations, reducing manual tasks and enhancing operational transparency. The company is headquartered in New York and driven by a skilled founding team with technical and domain expertise.

Role Overview

We are seeking a Head of Implementation to establish and expand the customer delivery function. This leadership position combines strategic oversight with hands-on involvement, responsible for managing high-impact, complex client rollouts while building a robust implementation team and processes.

Key Responsibilities

• Develop and grow the implementation team through recruiting, onboarding, and continuous development.
• Define the organizational structure, roles, and performance goals for the team.
• Create and enforce standards and best practices for service delivery.
• Directly lead intricate or priority client implementations, including mapping processes, system setups, and integrations.
• Ensure smooth, successful product launches for core clients.
• Develop scalable, repeatable workflows and playbooks to drive consistency.
• Enhance internal tools, data access, and operational efficiency to support growth.
• Serve as a subject matter expert by translating client business and operational needs into platform solutions.
• Collaborate with Product and Engineering teams, delivering insights from implementations to influence product development.
• Monitor team and delivery performance with key metrics, addressing barriers to improve quality and speed.
• Maintain exceptional customer experience standards throughout implementations.

Qualifications

• 6 to 10+ years’ experience in SaaS or fintech implementations, onboarding, or professional services.
• Proven track record leading and scaling implementation or delivery teams.
• Deep understanding of business processes, workflows, system configurations, and integrations.
• Experience with ERP or financial software like NetSuite or QuickBooks.
• Expertise managing complex end-to-end customer deployments.
• Strong leadership, communication, and ability to collaborate cross-functionally.
• Background in finance, accounting, or business systems is advantageous.
• Located in New York City with willingness to work onsite.

Why Join

This role offers a rare chance to lead a vital function at a fast-growing AI and business operations company. You will have significant influence over delivery methods, team development, and scaling the customer base, making a lasting impact on the company's success.