Job Description:

Director, Implementations

The Director, Implementations is responsible for leading implementation delivery across CSI’s core and non-core product areas, ensuring successful onboarding, operational excellence, and a strong customer experience. This role executes organizational plans in alignment with company policies and leadership objectives, while overseeing the workload, outputs, and resources within their function. The Director establishes short-term goals, standards, and processes that support broader operational strategies and service delivery expectations. This leader will oversee team members across four teams, with a focus on aligning similar product groups and strengthening CSI’s future-state implementation organization. The role will provide leadership to managers and their teams, drive consistent delivery practices, support escalations, and partner cross-functionally to ensure successful implementation outcomes. This position is ideal for a proactive, results-oriented leader who can operate strategically while also driving execution in a dynamic banking and fintech environment.

Key Responsibilities

Leadership & Organizational Management

• Lead managers and implementation teams to achieve strategic and operational goals while maintaining strong delivery standards.

• Inspire, coach, and develop leaders to improve performance, drive accountability, and support achievement of business objectives.

• Partner with senior leadership on the direction of the implementations organization and help shape the future-state team structure.

• Communicate organizational priorities, policies, and expectations clearly across the department.

• Promote a culture of ownership, initiative, continuous improvement, and collaboration

Implementation Delivery Oversight

• Oversee implementation programs across non-core product areas, ensuring projects are delivered on time, within scope, and in alignment with CSI standards.

• Support managers in proactively identifying and resolving delivery risks, issues, and resource constraints across active implementations.

• Monitor project execution and customer onboarding outcomes to ensure high-quality client experience.

• Provide leadership on large, complex delivery efforts and support escalations involving customers, internal stakeholders, and cross-functional teams.

Operational Performance & Process Improvement

• Review performance metrics such as resource utilization, billable/non-billable ratios, scope variances, and revenue-related outcomes to ensure alignment with business goals.

• Drive improvements in implementation methodologies, best practices, documentation, and team processes.

• Establish and review reports that track departmental priorities, project progress, and goal achievement.

• Ensure appropriate staffing levels, effective workload balance, and scalable operational practices across teams.

Cross-Functional Partnership

• Partner closely with internal stakeholders across implementation, product, PMO, and leadership teams to align priorities and execution.

• Work effectively with all levels of CSI leadership and customer leadership to support delivery success and organizational objectives.

• Keep current on CSI product enhancements, industry trends, and best practices to support team readiness and capability development.

People Leadership

• Lead, mentor, and evaluate managers, including regular 1:1s, goal setting, coaching, and performance review processes.

• Build high-performing teams that demonstrate accountability, adaptability, and strong employee engagement.

• Develop leaders who can confidently manage day-to-day delivery while supporting CSI’s long-term organizational goals.

Required Qualifications

• 10+ years of relevant experience in implementations, operations, delivery leadership, or a related field.

• Proven experience managing managers and leading multi-layered teams in a complex environment.

• Strong leadership presence with a proactive, results-driven approach and the ability to take initiative without requiring heavy direction.

• Practical experience delivering and overseeing large, complex projects; formal PM certifications are not required.

• Strong verbal and written communication skills, organizational strength, and a track record of sound judgment and problem solving.

• Ability to manage multiple priorities simultaneously and drive execution across teams.

• Bachelor’s degree in a technical, business, or related field, or equivalent experience.

Preferred Qualifications

• Experience in banking, fintech, or financial services, with banking experience strongly preferred due to the nature of client escalations and implementation work.

• Knowledge of core and peripheral banking systems.

• Strong technical aptitude and ability to understand complex solutions, systems, and integrations.

• Experience driving process improvements, operational consistency, and delivery excellence across large teams.

• Proficiency with Microsoft Office tools, especially Excel; Smartsheet experience is a plus.

What Success Looks Like

• Managers are well-prepared, supported, and consistently meet CSI service delivery expectations.

• Implementation teams deliver projects successfully, with strong customer satisfaction and timely issue resolution.

• The organization operates efficiently with clear goals, scalable processes, and well-managed resources.

• Leadership has clear visibility into priorities, progress, and organizational performance.

• CSI continues evolving toward its future-state implementation structure with aligned teams and strong leadership bench strength.

Work Environment

• Fully remote opportunity with flexibility to hire the best talent regardless of location.

• Collaborative leadership role with frequent interaction across internal teams, customers, and senior leaders.

• Travel is expected when needed to support internal meetings, team needs, or key go-live implementations.