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Director, Implementation & Build

1 month, 1 week ago
United States
Full-time
Executive
Operations Manager
Project and Program Management
Salesforce
Apply Now
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
View All Jobs 7

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

Apply Now

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