Director, Delivery & Implementation

# Director, Delivery & Implementation:
Remote - Canada:
Oct 8, 2026:
Oct 8, 2026## About the role

Job Description:

The role is accountable for implementation delivery from initial planning through to configuration, integration, testing, launch, hyper care, and transition. By establishing clear standards, governance, and operating practices, the Director will ensure complex programs are delivered with appropriate visibility, control, and focus on client business outcomes.

The ideal candidate brings enterprise SaaS implementation leadership, strong client-facing experience, and an understanding of loyalty, eCommerce, grocery, or retail operations. They will serve as a trusted advisor to client executives, a senior escalation point for strategic engagements, and a key partner to Product, Engineering, Sales, Customer Success, Support, and Partnerships leadership.

This leader will build and develop a high-performing delivery team while advancing CORA Loyalty's implementation methodology, automation capabilities, and use of AI-enabled tools. The role will strengthen delivery consistency, improve operational efficiency, accelerate time to value, and create a more scalable implementation model.

Key Performance Indicators:
Success in this role will be measured against the following:

- Implementation Cycle Time
- Scope Control
- Milestone Performance and On-Time Go-Live %- Client Adoption
- First-Time Right Implementation
- Customer Health After Hypercare
- Utilization
- Delivery Margin

Key Responsibilities Strategic Leadership & Delivery Excellence
- Set and uphold the strategic direction for CORA Loyalty's Delivery and Implementation function.

- Build and scale the program delivery capability required to support complex and strategically significant engagements.

- Own the Client Implementation Methodology including delivery playbooks, governance, templates, reusable assets, onboarding standards, launch readiness, and transition to Customer Success.

- Establish measurable delivery standards and KPIs focused on quality, client adoption, operational efficiency, financial performance, and team development.

- Advance the use of AI to improve implementation planning, project delivery, documentation, testing, client enablement, and operational reporting while maintaining appropriate governance and quality standards.

- Develop and maintain reusable implementation assets—including templates, automation, AI-assisted tooling, integration patterns, configuration libraries, and delivery playbooks—to improve implementation quality, consistency, and time-to-value.

- Drive continuous improvement across implementation processes, governance, and operating practices.

Client Leadership & Program Delivery
- Serve as senior sponsor and escalation point for strategic and high-risk client implementations.

- Build trusted relationships with client sponsors, operational leaders, technology stakeholders, and executive teams.

- Ensure client objectives, adoption goals, business outcomes, and success measures are clearly defined and managed throughout each engagement.

- Provide executive oversight of complex deployments and personally lead or support the most strategically significant programs.

- Lead risk identification, mitigation planning, issue resolution, and executive communication across the implementation portfolio.

- Partner with Customer Success and Support to ensure effective transition from implementation to ongoing adoption and value realization.

- Collaborate with Sales and Solution Consulting to align client expectations, implementation strategy, scope, and success criteria from project inception.

Implementation Governance & Quality
- Establish and enforce implementation standards across planning, discovery, solution design, configuration, integration, testing, training, launch, and hypercare.

- Implement governance models that strengthen visibility, accountability, decision-making, risk management, and delivery quality.

- Maintain executive oversight of program health and ensure delivery gaps are addressed with appropriate speed and rigor.

- Capture lessons learned and use them to improve frameworks, operating processes, and team capability.

Solution Delivery & Technical Enablement
- Maintain a strong working knowledge of CORA Loyalty platform capabilities, configuration models, integration patterns, and implementation best practices.

- Provide implementation leadership and coordinate with Product and Engineering on solution architecture, data migration, system…