Director of Implementations

Location(s)

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.

About the Role

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.

What You'll Do

Team Leadership

• 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.

Implementation Excellence

• 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.

Cross-Functional Collaboration

• 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.

Metrics & Operations

• 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.

What You’ve Done

Required:

• 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.

Preferred:

• 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).