Director of Implementation, SMB & Mid-Market

Position Overview

The Director of SMB & Mid-Market Implementation leads implementation operations for Fourth's highest-volume customer segment. You own the scaling and operational excellence required to successfully onboard and implement 300+ WFM customers and growing payroll customers monthly. This role requires relentless focus on process efficiency, scalability, and quality at scale.

You manage two distinct implementation teams - WFM implementations and Payroll - across onboarding for all of Fourth's products. You lead managers who oversee implementation specialists and partner with offshore teams to define performance standards, optimize processes, and continuously improve delivery efficiency.

You will establish operational standards and KPIs, build repeatable processes, identify automation and tooling opportunities, and iterate on the offshore model to maximize output. You own payroll as a strategic productization initiative, working with Product and Sales to transition from services to self-serve over time. You partner cross-functionally to surface scale challenges and drive solutions.

This role demands operational discipline, systems thinking, and the ability to lead managers who are building and scaling teams. You must balance growth velocity with quality and set the bar for how Fourth executes at volume in the hospitality market.

Primary Responsibilities

• Lead and develop the WFM and Payroll Implementation Managers. Set clear expectations, establish accountability, and drive results.
• Own delivery of all commercial WFM and payroll implementations. Define performance metrics, SLAs, and quality standards. Identify bottlenecks and optimize for throughput.
• Provide critical input on the strategic productization initiatives. Partner with Product and Sales to build a roadmap toward self-serve and reduced professional services dependency.
• Define performance standards and operational expectations for the offshore implementation team. Iterate on training, workflows, and processes to continuously improve efficiency and quality.
• Build and evolve scalable implementation processes and playbooks for both WFM and Payroll. Drive continuous improvement and identify automation opportunities.
• Establish operational reporting and metrics that track volume, quality, cost per implementation, and team productivity. Build dashboards that inform decision-making.
• Partner with Product, Engineering, Sales, and Customer Success to surface implementation challenges, product gaps, and scaling constraints.
• Lead adoption of AI and automation for onboarding, configuration, integrations, and error checking. Identify opportunities, evaluate solutions, and drive implementation to improve efficiency and reduce manual work at scale.

Key Skills and Competencies

• Operational leadership: Proven ability to build and lead managers, set clear standards, and drive teams to execute at scale. Comfortable with data-driven decision-making.
• Process and systems thinking: Strong ability to design scalable processes, identify bottlenecks, and optimize workflows. Driven to continuously improve.
• Managing managers: Proven track record leading and developing managers who build and scale teams.
• Volume operations: Experience delivering at scale in high-volume, process-driven environments. Comfort with metrics and efficiency optimization.
• Technical depth: Understanding of integrations, data flows, and configuration. Ability to make trade-off decisions between quality, speed, and cost.
• Cross-functional partnership: Ability to partner with Product, Engineering, and Sales to solve problems and inform strategy.
• Vendor and offshore management: Experience managing third-party and distributed teams. Ability to set expectations and drive performance.

Preferred Experience and/or Qualifications

• 8+ years in operations, implementation, or customer success leadership in high-volume, scaled environments
• Proven track record managing managers and building/scaling distributed teams
• Experience leading high-volume onboarding or implementation operations (100s of customers per month)
• Strong technical background in integrations, data architecture, and system configuration
• Background in hospitality, retail, payroll, or adjacent industries strongly preferred
• Experience managing offshore or third-party teams and optimizing distributed delivery models
• Demonstrated ability to identify, evaluate, and scale operational improvements and automation
• Experience partnering with Product and Engineering to inform roadmap and solve scaling challenges
• Comfort with data analysis and building operational dashboards and metrics

Measures of Success

• Bookings-to-revenue conversion and revenue realization
• Time-to-first-value and customer adoption at CS handoff
• Implementation throughput and cost per implementation
• Quality metrics (error rate, rework, satisfaction)
• AI automation adoption and capacity impact

Environmental and Physical Demands

• Prolonged periods of computer-based work

• Ability to travel onsite and perform light physical tasks related to training

Travel Requirements

• 15-20% travel, primarily for internal onsite activities

Fourth Benefits

🏖 Unlimited PTO!
🏥 Medical, Dental, Vision Insurance!

🏦 401k Match!

👥 Parental Leave

Laptop and equipment.

Remote employment limited to: AZ, CA, CO, CT, DC, FL, GA, ID, IL, IN, LA, MA, MD, ME, MI, MN, MS, NC, NE, NJ, NM, NV, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, & WA