Director, Implementation

About Upshop

Upshop is the market leader in Total Store Operations solutions for the Grocery and C-Store markets. We offer an AI-powered, SaaS platform connecting Fresh, Center, eCommerce, and DSD department operations to deliver a simplified, smarter, more connected store experience. Customers running Upshop realize significant improvements in sales, shrink, food safety and sustainability across the entire store. 150+ retail chain accounts trust our software in over 30k+ stores, 9 countries, and 3 continents.

Upshop is seeking a Director of Implementation to lead our Implementation organization and drive successful customer deployments across our Total Store Operations platform.

This leader is responsible for developing and mentoring a high-performing team of Implementation Managers and Consultants while ensuring customers achieve successful business outcomes throughout their implementation journey.

The ideal candidate combines enterprise SaaS implementation leadership with a strong understanding of retail operations, preferably within grocery, convenience, or food retail environments. This individual will serve as a trusted advisor to customers, a mentor to implementation leaders, and a key contributor in scaling Upshop's Professional Services organization.

The Director of Implementation will also lead the evolution of Upshop's implementation practices, championing automation, AI-enabled delivery capabilities, and operational excellence initiatives that improve efficiency, accelerate customer outcomes, and create a more scalable and consistent delivery model.

• Lead, mentor, and develop a team of Implementation Managers, Senior Consultants, and Implementation Consultants.
• Foster a culture of accountability, continuous learning, collaboration, and customer obsession.
• Establish clear performance expectations, coaching programs, career development plans, and succession strategies.
• Drive implementation methodology adoption, process consistency, and operational excellence across the team.
• Partner with Professional Services leadership on organizational planning, hiring, onboarding, and workforce development.
• Develop implementation Centers of Excellence and reusable delivery assets that scale knowledge across the organization.
• Lead the ongoing evolution of Upshop's implementation methodology, delivery frameworks, and best practices.
• Identify opportunities to leverage automation, AI, and digital tooling to improve implementation efficiency, consistency, and customer outcomes.
• Foster a culture of innovation and adoption of emerging technologies that enhance customer delivery.
• Establish measurable delivery standards and KPIs focused on customer adoption, implementation quality, operational efficiency, and team development.

• Serve as an executive sponsor and escalation point for strategic customer implementations.
• Build trusted relationships with customer sponsors, operational leaders, IT stakeholders, and executive teams.
• Ensure customer objectives, adoption goals, and success metrics are clearly defined and achieved.
• Guide implementation teams through complex deployments, organizational change initiatives, testing, launch activities, and post-launch adoption.
• Lead risk identification, mitigation planning, and issue resolution efforts across the implementation portfolio.
• Partner closely with Customer Success to ensure smooth transitions from implementation to long-term customer adoption and value realization.
• Collaborate with Sales and Solution Consulting to ensure customer expectations, implementation strategies, and success criteria are aligned from project inception.

• Own implementation delivery standards, methodologies, playbooks, and best practices across the organization.
• Drive consistency across project planning, discovery, solution design, configuration, testing, training, launch, and hypercare activities.
• Capture lessons learned and continuously improve implementation frameworks and operational processes.
• Ensure implementations are delivered on time, within scope, within budget, and…