Director, Implementation & Build

1 month, 2 weeks ago
Full-time
Executive
Project and Program Management
PetDesk

PetDesk

PetDesk provides veterinary software designed to enhance clinic efficiency and client communication through features such as integrated phone systems, direct booking, AI-powered notes, and automated customer service tools, enabling pet owners to manage...

Health Care Providers & Services
51-250
Founded 2013
$16M raised

Description

  • Own portfolio health across 500+ concurrent customer implementations through five direct-report managers.
  • Lead, coach, and develop three Implementation Managers and two Phones Build Managers.
  • Set expectations for proactive communication, activity management, follow-through, and customer experience.
  • Report portfolio health, risks, and progress to executive leadership.
  • Serve as the senior escalation point for complex implementations and dissatisfied customers.
  • Build and refine playbooks, workflows, processes, and organizational structures for scale.
  • Partner with Sales, Product, Customer Success, and Support to align expectations and close feedback loops.
  • Travel approximately 10% for kickoffs, customer events, and industry conferences.

Requirements

  • 7+ years of experience in implementation, onboarding, professional services, or project management.
  • 4+ years of people-management experience, including managing other managers.
  • Experience leading high-volume, concurrent customer projects or accounts with strong attention to detail and follow-through.
  • Experience coaching managers on activity management, proactive communication, and customer-facing judgment.
  • Experience leading customer-facing teams and delivering projects on time and within scope at scale.
  • Experience building scalable processes, management systems, and organizational structures.
  • Demonstrated experience using AI to build or optimize processes.
  • Experience in B2B SaaS or technology environments preferred.
  • Proficiency with customer experience tools such as Salesforce, Wrike, Zendesk, or ChurnZero preferred.
  • Experience with enterprise customers, complex rollouts, veterinary PIMS, or veterinary practices preferred.

Benefits

  • Medical coverage for employees and dependents, with 80–90% employer-paid premiums.
  • Employer HSA contributions, dental and vision coverage, life insurance, and disability insurance.
  • 401(k) match up to 3.5%.
  • Flexible time off and 12 paid annual holidays.
  • Paid parental leave and pet-focused benefits, including pawternity leave, adoption support, and subsidized pet insurance.
  • $250 annual learning and development stipend.

Interested in this position?

Apply directly on the company website

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