The Director of Implementation will manage the customer onboarding process, oversee technical integrations, lead the Implementation team, and ensure successful project delivery while collaborating with internal stakeholders.
Swiftly is a retail digital technology startup founded in 2018 and headquartered in the Bay Area. We empower regional and independent grocers to compete in a digital-first world by providing best-in-class app, web, loyalty, and e-commerce solutions—without SaaS fees. Instead, Swiftly drives revenue through its retail media network, sharing profits with retailer partners.
With 70+ retailer banners and Series C funding, Swiftly is the first in the industry to seamlessly connect digital and in-store shopping. Our AI-powered platform helps retailers build strong digital relationships, while our solutions—Audience Optimizer™, Alcohol Cashback, and Offsite Campaigns—drive shopper engagement and brand success.
Our mission: Enable brick-and-mortar retailers to thrive in a digital world.
Position Summary:
Swiftly is searching for a Director of Implementation that will own the end-to-end customer implementation experience, ensuring new customers are onboarded efficiently, correctly, and with clear paths to value. This role leads the Implementation and Solutions Engineering team. while partnering closely with Sales, Customer Success, Product, and Engineering to translate signed contracts into successful, on-time launches.
Responsibilities Include:
- Own the full lifecycle from contract signature, go live to handoff to customer success
- Establish timelines, milestones, requirements, and risk plans for each account
- Oversee all technical integrations (API, data feeds, TLOGs, CRM, GA, POS, mobile/web app deployment, etc.)
- Run internal and external kickoff processes with structured project plans
- Manage key retailer programs and steer the team with management of other retailer projects. Work with product, design, and professional services developers and technical program management to closely coordinate deliverables
- Manage Implementation Managers, Project Managers, and Solutions/Technical resources
- Build repeatable playbooks, templates, onboarding materials, and certification programs
- Drive weekly pipeline + forecasting of all implementation work
- Partner with Sales/sales engineering for scoping, deal hygiene, and readiness criteria
- Partner with internal teams such as Product, Engineering, Support, etc. to ensure timely delivery of feature requests, bug fixes and support requests. Coordinate with Product/Engineering for feature gaps, technical issues, or roadmap escalations
- Conduct postmortems with internal and external stakeholders to evaluate overall project performance. Lead root cause analysis discussion, formulate strategies for process improvement, and follow through
- Align with CS to ensure a seamless post-launch transition
- Coordinate QA checkpoints (data validation, app readiness, API tests)
- Manage risk frameworks and escalation patterns
- Own communication cadence with customers (weekly status, timelines, blockers)
- Build / manage dashboards (time-to-value, NPS/CSAT, Launch phased completion), risk management
- Track capacity planning, time tracking, workload distribution, and forecasting
- Present trends, risks, and strategic recommendations to ELT
- Other related duties as assigned
Required Qualifications:
- 8–12+ years of experience in implementation, onboarding, professional services, or post-sales delivery roles within SaaS or technology organizations
- 3+ years of leadership experience
- Proven experience implementing complex, multi-stakeholder solutions for enterprise customers
- Proven ability to manage concurrent implementation projects successfully. Able to scale your function with project management tools
- Strong understanding of post-sales motions and how implementation impacts retention, expansion, and customer health
- Excellent executive communication and stakeholder management skills
- This position is not eligible for visa sponsorship. Applicants must be authorized to work in the U.S. without the need for current or future sponsorship
Preferred Qualifications:
- Experience scaling implementation processes in a high-growth environment
- Background in Customer Success, Solutions Engineering, or Professional Services
- Industry experience is SAAS, retail, or digital media
- Deep Retail experience – POS integration a plus
- Experience with implementation tooling (e.g., Asana, Onramp, Smartsheet, Monday, Jira/Confluence, Salesforce)
- Familiarity with usage-based, managing complex technical implementations or platform-driven SaaS products
#LI-Remote
Note: This position is not eligible for visa sponsorship. Applicants must be authorized to work in the U.S. without the need for current or future sponsorship.
Working For Swiftly
We are working on a set of problems that require the best in the industry to get right. Our employees are the pillars of the future of the company and they are treated and compensated as such. We're a growing team of experienced industry professionals building an organization that can solve tough problems and values a collaborative environment.
Every Swiftly employee:
-Has demonstrated the ability to work collaboratively in an ambiguous, fast-paced environment
-Takes ownership of their domain from the ground up, from inception through deployment to customers
-Leaves their ego at the door and ensures the best idea leaves the room
-Is always experimenting with new technologies and learning new skillsets
If you've ever wanted to work on a project that blends a gorgeous consumer experience, sophisticated logistics, and scale that rivals the largest technology players, Swiftly is the place for you.
Equal Opportunity Employer
Swiftly is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.
Swiftly will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990. Reasonable accommodations are available for qualified individuals with disabilities throughout the subsequent application process.
Top Skills
APIs
Asana
Confluence
CRM
Data Feeds
Ga
JIRA
Mobile/Web App
Monday
Onramp
Pos
Salesforce
Smartsheet
Tlogs
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