Director of Implementations

This is a hybrid role based out of our San Francisco, CA or New York, NY office. Our team works in-office time on Mondays, Wednesdays, and Fridays.

We're looking for a Director of Implementations to own and scale our customer onboarding function. You'll lead a team of TPMs, own the methodology that gets customers live on Casap quickly, and serve as the connective tissue between Sales, Product, Engineering, and Customer Experience.

• Hire, develop, and grow a team of TPMs (Technical Program Managers) across a range of experience levels.
• Set performance standards and create clear career paths within the implementation function.
• Build a culture of accountability and continuous improvement on your team.
• Equip TPMs with the context and judgment to make sound calls independently.

• Own Casap's implementation methodology end-to-end: kickoff, system integration, configuration and testing, data migration, go-live, and the handoff to the Customer Experience Organization.
• Develop and maintain implementation playbooks, templates and documentation so the team can deliver consistently at scale
• Build and continually evolve the governance model, including dashboards, metrics, and a regular cadence, that keeps customers aligned with implementation progress as volume and team size scale, reinforcing Casap as a trusted partner in their dispute and fraud operations.
• Drive down time-to-value without sacrificing quality or customer experience.

• Partner with the team on pre-sales scoping and clean handoffs at close.
• Create a tight feedback loop with Product and Engineering, surfacing integration patterns from the field that should inform the roadmap.
• Partner with Engineering to build a self-serve configuration tool that speeds up customer launches and reduces reliance on engineering resources.
• Work with Customer Experience Managers to ensure a seamless transition post go-live and support long-term account health.

• Own implementation KPIs: time to implement, time to first value, go-live slippage rate, implementation CSAT, and TPM capacity/utilization.
• Identify bottlenecks, iterate on process, and report on implementation health to leadership.

• 10+ years of experience in fintech, banking technology, or payments implementation, with meaningful time in a client-facing or professional services role.
• Demonstrated experience leading and managing implementation or solutions teams, including hiring and developing talent.
• Strong project management instincts: you stay on top of timelines, proactively surface risk, and keep customers and internal stakeholders aligned.
• Excellent communicator; able to build trust quickly with customers and collaborate effectively across product, engineering, and go-to-market teams.
• Executive presence and high emotional intelligence: you read a room, manage escalations calmly under pressure, and build lasting relationships with customer executives and internal stakeholders alike.
• Proven experience scaling an implementation or delivery function, rebuilding process, tooling, and governance as the team's needs grow.
• Comfortable prioritizing under pressure across multiple concurrent, competing implementation timelines.

• Background at a fintech or payments company, combined with SaaS or fintech implementation experience.
• Hands-on core banking and card network integration experience, with enough technical depth to advise financial institutions directly.
• Experience in management consulting or professional services, managing complex client engagements.
• Familiarity with card network certification processes, PCI compliance, or dispute/fraud regulatory frameworks (Reg E, Reg Z, Nacha, card network rules).