Head of Implementation

Job description

# Our Mission We're not your average benefits platform – we're the driving force that uplifts people's lives. Our technology connects the entire benefits ecosystem, creating better outcomes for employers, employees, brokers, and providers. Our mission is clear: to build a world where everything works at its best, ensuring every employee gets the support they need to thrive—both at work and beyond. # Your Mission As our **Head of Implementation**, you will build the foundations that let implementation scale: the operating model, the process and the standards we need to grow well beyond where we are today. Enterprise implementation is slow and manual almost everywhere, so you will rebuild ours around agents, which almost no delivery leader gets the chance to do on live enterprise builds. Through all of it, you own how our largest customers experience Ben, from the enterprise sales conversation through to a confident go-live. # Things you will be working on - **Transform how we implement enterprise customers**: today we deliver well on the strength of the people doing it, and that ceiling is now the thing holding us back. Rebuild the operating model, the standards and the reusable components so we can take on far more without adding a person for every customer, and collapse the time it takes a customer to reach value. - **Make implementation AI-native**: our builds are technically complex (integrations, eligibility logic, huge volumes of data). Decide what agents can genuinely own, where humans stay in the loop, then rebuild delivery around that. We expect a function where your team's time goes on judgement and relationships while the repeatable work runs itself. - **Own the ARR we launch**: every pound of new revenue goes live through your team. Builds land on the date we promised, at a standard the customer never has to think about, from the first enterprise conversation through to go-live. - **Open up partner-led delivery**: as our partner operation grows, partners will implement alongside us. Set the standards, the enablement and the oversight that make a partner-led build hold the same bar as one of ours. - **Be the person customers trust when it matters**: when a build gets difficult, you are in the room. Hold the relationship with the executive sponsor, make the tough decisions, and see it through. - **Lead the team through the change**: you will lead 8 to 10 Implementation Managers through a transformation of how they work. Bring them with you, develop the people already leading within the team, and build the bench that lets this function keep growing. - **Make the wider business faster because of you**: partner with commercial, customer and product leaders so the journey joins up before, during and after a build, and so what your team learns changes what we sell and what we build. # You will love this role if you have... - **Built an implementation function**: you have scaled a delivery, implementation or professional services function in a scaling B2B SaaS company, including the operating model, the standards and the process. You can show what changed because of it: time to go-live, delivery quality, how many customers a team could carry. - **Led enterprise delivery**: multi-country or multi-entity programmes with deep integration and data work, long timelines and stakeholder groups that reach the C-suite. You know how large organisations behave, where their delays come from, and how to hold a date when their side slips. - **Built and led teams**: you have hired, developed and retained delivery people, including people who lead others. You can name individuals who are measurably better for having worked with you, and you have handled the harder conversations as well as the good ones. - **Technical credibility**: you hold your own on integrations, APIs, data mapping and configuration logic on a technical product. You can tell when a technical answer does not add up, and you know which calls are yours to make and which belong with your team. - **Taken a team through an AI shift**: you have changed how a delivery organisation works using AI, decided what machines own and what people own, and carried the team and your customers through that change. You have a view on what implementation looks like when agents handle the repeatable work, and the conviction to argue for it and resource it. - **Carried a commercial number**: revenue going live, delivery margin, retention in the accounts you launched. You are at home in enterprise sales conversations, setting scope and timelines in front of a customer that you are then held to. **Nice-to-haves** - **Benefits, HR or payroll**: or another domain where the data volumes and the compliance rules both bite, and a mistake shows up in someone's pay. - **A technical background**: solutions engineering, pre-sales or technical support alongside implementation. - **Partner or channel delivery**: you have set up professional services or delivery partners to implement on your behalf, and held them to your own quality bar. # Why join us? - **The remit is genuinely yours**: implementation at Ben has a strong foundation and no fixed ceiling. You get to decide what this function becomes. - **The work is properly complex**: global enterprise customers, real integration and data depth, and benefits logic that changes by country. Every build asks something new of the team. - **An AI-native function, built for real**: we're an AI-native company, so a plan to rebuild delivery around agents gets resourced here. Very few delivery leaders get to run that experiment on live enterprise customers. - **Implementation has a seat at the table**: what your team learns shapes the product roadmap, and you'll have the access to make that happen. - **The outcome is visible**: our customers include large enterprise brands like BA, EY, Mondelez and Octopus Energy. The quality of your team's work is felt by hundreds of thousands of people every day. # **Our Compensation & Benefits** It's important to us to practise what we preach when it comes to benefits. We know what good looks like and we want to provide the best for our team, with a comprehensive and inclusive benefits package. You'll have a choice over the things that are most important to you. You can see a selection below, with the full offering [here](https://www.thanksben.com/benefits-at-ben). 💰 ***Competitive base salary + equity,** so you own what you build* ⭐ ***Bonus scheme** designed to reward and recognise high performance* 💳 ***£100 monthly personal Ben Balance:** for whatever works for you, whether that's Netflix, Spotify, or a really expensive cup of coffee! This allowance will increase by £50 for each year of service until you reach £250* 🍔 ***Weekly lunch provided in office** so you can spend quality time with the team over some tasty food!* 🏖 ***28 days of holidays** a year plus bank holidays, and an option to buy or sell 5 days per year. Your holiday entitlement increases to 30 days at your 3rd year of service!* 🌴 ***Work-from-abroad scheme,** so you can support your travels, enjoy an extended holiday, or visit loved ones.* 🍼 ***Enhanced parental leave** and workplace nursery scheme to support with the cost of childcare in a nursery setting* ❤️ ***Comprehensive Private Medical Insurance*** 💌 ***Funded Life Assurance cover** with the option to voluntarily increase. This also includes an annual health check* 🧠 ***Comprehensive mental health support and professional coaching** through a leading provider* # **Diversity and Culture at Ben** We are organically growing a brilliantly diverse, inclusive and respectful bunch of people we are extremely proud of. This should go without saying, but all applications are very much welcome. If you need any adjustments to support you with your application, just let us know by emailing [jobs@thanksben.com](mailto:jobs@thanksben.com).