[Hiring] Director of Implementation, SMB & Mid-Market @Fourth

Role Description

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.

• Manage two distinct implementation teams - WFM implementations and Payroll.
• Lead managers who oversee implementation specialists and partner with offshore teams.
• Establish operational standards and KPIs, build repeatable processes, and identify automation opportunities.
• Own payroll as a strategic productization initiative, working with Product and Sales.
• Partner cross-functionally to surface scale challenges and drive solutions.

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.

Requirements

• Operational leadership: Proven ability to build and lead managers, set clear standards, and drive teams to execute at scale.
• Process and systems thinking: Strong ability to design scalable processes, identify bottlenecks, and optimize workflows.
• 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.
• Technical depth: Understanding of integrations, data flows, and configuration.
• 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.

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.

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.