Director, Implementation

Job description

The Director, Implementation is responsible for leading and evolving SIDEARM's client implementation organization, ensuring the successful delivery of implementation services across the company's expanding portfolio of digital products and solutions. This leader will lead the team responsible for client website redesigns and platform delivery, and play a critical part in leading the organization's transition to a next-generation content management system (CMS), while building the operational foundation for a centralized implementation function capable of supporting every product and service offered. The ideal candidate is an experienced operational leader who excels at developing high-performing teams, driving process excellence, partnering across internal teams to deliver predictable, high-quality client outcomes. During the first several months, this leader will take a hands-on approach to understanding the team's operations, strengthening delivery processes, and building trusted relationships with clients and internal stakeholders before transitioning into a broader strategic leadership role. This position reports to the Vice President, Operations. Essential Duties & Responsibilities: Leadership & Organizational Development Lead, coach, and develop a high-performing Client Implementation organization, fostering a culture of accountability, collaboration, continuous improvement, and exceptional client service. Establish clear performance expectations, operating standards, and career development opportunities for project managers and implementation professionals. Develop workforce planning strategies, balancing client demand, team capacity, and resource allocation to ensure scalable service delivery. Build organizational capabilities that support COMPANY's long-term product roadmap and continued business growth. Champion operational excellence while driving employee engagement and professional development. Client Implementation & Delivery Direct the successful implementation of SIDEARM’s digital products and services, including website redesigns, mobile applications, content management systems, and future platform offerings. Lead the evolution of the implementation organization to support the complete client onboarding lifecycle—from contract execution through implementation, launch, adoption, and transition to ongoing support. Oversee the successful migration of clients to SIDEARM's next-generation CMS, ensuring minimal disruption and an exceptional customer experience. Ensure implementation projects consistently meet commitments related to scope, schedule, quality, and client satisfaction. Operational Excellence Establish and optimize implementation methodologies, governance, and standardized operating procedures that improve consistency and scalability. Define implementation stages, project governance, ownership, deliverables, and quality standards throughout the client lifecycle. Drive measurable improvements in implementation efficiency, launch timelines, delivery predictability, and customer satisfaction. Monitor organizational performance through key operational metrics and continuously identify opportunities for process improvement. Cross-Functional Collaboration Partner closely with Partner Development to create seamless client handoffs from sales through implementation and onboarding. Collaborate with Product, Engineering, Design, and Client Support to align implementation priorities, manage dependencies, and ensure successful product delivery. Serve as a senior client-facing leader during strategic implementations, building trusted relationships with athletic department stakeholders and executive client contacts. Provide implementation insights that influence product enhancements, service offerings, and overall client experience. Technology & Continuous Improvement Own the implementation organization's use of Jira, Confluence, and related project management platforms to ensure accurate planning, documentation, reporting, and visibility. Drive adoption of AI-enabled tools and automation, including Claude and other emerging technologies, to improve operational efficiency, reduce manual effort, and enhance project delivery. Develop executive dashboards and reporting that provide visibility into implementation performance, resource utilization, project health, and client outcomes. Promote continuous improvement by identifying innovative technologies and best practices that enhance implementation effectiveness. Minimum Qualifications 8+ years of experience in client implementation, service delivery, professional services, or program management — ideally in a SaaS or digital platform environment with 1+ years leading a high-performing team. Demonstrated hands-on experience leading delivery of digital products including websites, mobile applications, and content management systems. Track record of building or strengthening implementation, delivery, or program management functions — taking teams and processes from good to great. Proficient in Jira and Confluence as a power user, with the ability to make these tools serve the work. Demonstrated comfort with AI tools in operational work — using them to improve workflows, reduce manual coordination, and create leverage for the team. Preferred Qualifications Project management certifications such as PMP, PgMP, PMI-ACP, CSM, SAFe, or equivalent. Experience leading large-scale platform migrations or CMS transitions. Experience developing and retaining strong teams — coaching and developing individuals into greater ownership and impact. Experience with Claude or other modern AI platforms in operational work. Background in collegiate athletics, sports technology, SaaS, or fan-facing digital products. Learfield offers a full spectrum of benefits for eligible employees including Medical, Dental, Vision, Health Savings Account, Life Insurance and Other Insurance Plans, Flexible Paid Time Off (minimum 10+ days annually), including Parental Leave, 20 Paid Holidays, 401(k) + Match, and Short/Long Term Disability. Leave benefits are consistent with state and local laws, including the Colorado Health Families and Workplaces Act. Learfield is an Equal Opportunity Employer. We provide equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.