Director of Implementation

THE ROLE As Director of Implementation, you will lead Posh’s forward-deployed implementation function, managing a team of AI Implementation Managers responsible for onboarding and launching clients successfully. This role is equal parts people leadership, operational excellence, and technical/product expertise. You will serve as a key cross-functional leader, partnering closely with Product, Engineering, Client Success, Sales, and Support to continuously improve how clients are onboarded, launched, and supported. You’ll own implementation strategy, execution quality, and team development—ensuring predictable delivery, strong client partnerships, and scalable processes as Posh grows. Preference for this role is hybrid out of our office in Boston, MA. KEY RESPONSIBILITIES - Lead, manage, and mentor a team of AI Implementation Managers, fostering a collaborative, high-performance culture - Monitor team performance, provide coaching, conduct performance reviews, and support career development and growth - Serve as a subject matter expert on Posh products, with a deep understanding of both end-user workflows and backend functionality - Collaborate with senior leadership to align implementation strategy with company goals and product roadmap - Oversee day-to-day operations of the implementation team, providing direction, prioritization, and hands-on support as needed - Perform resource planning, workload balancing, and staffing allocations based on implementation demand and complexity - Conduct regular project and portfolio reviews to assess progress, identify risks early, and implement corrective actions - Act as a point of contact for key internal and external stakeholders, providing clear communication on project status, risks, and opportunities - Drive adoption of new technologies, tools, and processes—modeling adaptability and influencing the team to do the same - Lead continuous improvement initiatives to enhance delivery efficiency, implementation quality, and project management rigor - Partner closely with Product, Engineering, Client Success, and Technical Support to resolve issues, improve onboarding workflows, and influence product improvements - Develop, refine, and scale implementation methodologies, playbooks, templates, and best practices to support growth ABOUT YOU You are a strategic, hands-on leader who thrives at the intersection of technology, client delivery, and people management. You balance big-picture thinking with operational execution and are passionate about building teams and processes that scale. MUST HAVES - 6+ years of experience in a senior project management, implementation, or client management role at a SaaS company, preferably in fintech or financial services - Proven experience managing and developing a team of project or implementation managers - Extensive background leading complex, client-facing implementations with a strong track record of on-time, high-quality delivery - Excellent verbal, written, and interpersonal communication skills with the ability to build trusted client relationships - Strong proficiency with project management tools and methodologies - Highly proactive and self-motivated, with a natural inclination to identify problems and drive solutions - Client-first mindset that prioritizes long-term partnership and value realization - Strong analytical skills and experience using data to inform decisions and drive improvements - Experience working effectively cross-functionally with Client Success, Sales, Product, and Engineering teams BONUS / NICE TO HAVE - Experience implementing or working with conversational AI products - Background in financial services or working directly with financial institutions - PMP or other relevant project management or professional certifications WHY POSH At Posh, you’ll have the opportunity to shape and scale a critical function within a fast-growing AI company serving financial institutions. You’ll work with talented, driven teammates who value collaboration, ownership, and continuous improvement—and you’ll play a key role in delivering meaningful outcomes for our clients. Posh builds AI solutions that transform how financial institutions engage with their customers. Our platform enables banks and credit unions to deliver seamless, intelligent conversations at scale—improving efficiency while elevating customer experience. We partner closely with our clients to ensure rapid time-to-value, long-term success, and measurable business impact. If you’re excited to lead teams, build scalable delivery motions, and help define the future of AI-powered customer experiences, we’d love to meet you. Our company does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor. Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.