Director, Implementation

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.

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.

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.

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.

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.

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…