About the Role
Director of Implementation
Remote
Full Time
Implementation
Senior Manager/Supervisor
Job Description:
The Director of Implementation (DOI) is responsible for the overall operational success of the Implementations team. The DOI is responsible for partnering with organizational and Implementation leaders to develop and execute strategies that support growth and drive continuous onboarding excellence. The primary focus of this position is improving onboarding efficiency and quality, developing a client service mentality above all else, fostering a data driven website best practice environment, and nurturing a motivational environment that attracts and retains top talent. This role leads, manages, and mentors the Implementation’s management staff, including establishing, collaborating on, and measuring individual and team goals. The director of implementations reports and collaborates with the Director of Operations to define and formalize and implement department standards and SOP; and works closely with cross functional leaders to ensure a clear and shared understanding of processes.
Essential Functions:
- Allocate department resources to best meet company needs and support internal initiatives.
- Establish and maintain relationships and effectively communicate with peers, business unit leaders and senior management to ensure a collaborative corporate environment.
- Ensure that the quality of work produced by the Implementations team and leadership groups meets our high standards.
- Ensure that an effective implementation program is identified and implemented that produces high quality projects for implementing customer solutions on time, under budget, and consistent with customer and OEM expectations.
- Collaborate with the support teams to ensure that all new customer implementations are seamlessly transitioned to Customer Support.
- Act as the top escalation point within Implementations for inter/intra-department concerns
- Provide continuous feedback for product, tooling, and analytic development on improvements.
- Represent DealerOn during client and partnering meetings, demonstrating exceptional skill in communicating complex material in an easily consumable manner.
- Assist the Director of Operations on setting yearly department initiatives and goals
- Review daily/weekly/monthly reports and work with the Director of Operations on growth strategies.
- Design process workflows to improve quality and reduce time required for both project completions and employee development to optimize organization’s efficiency and quality.
- Establish and communicate team OKRs and individual KPI’s that align with the company’s vision; monitor and analyze results, implement needed changes in an Agile manner.
- Manage overall team staffing, including recruitment, performance management, development, evaluation, and disciplinary actions.
- Provide employees with coaching, feedback, and developmental opportunities including leadership development to enhance their skills, motivation, and performance.
- Hire, terminate and distribute talent as necessary to support department growth.
- Delegation (within reason) of critical tasks to your management team to foster development.
Required Skills and Experience:
- Bachelor’s Degree in computer science, marketing, project management, business administration, or equivalent.
- Demonstrated success and 8+ years of experience in leadership ideally specific to technical website design and / or technical project management.
- Ability to act as Implementation department representative for DealerOn on client and partner calls, demonstrating skills in communicating complex material in a digestible way
- Excellent communication skills and the ability to present complex technical issues clearly and concisely to a general audience.
- Proven ability to drive department clarity; develop and communicate a clear and compelling vision that inspires the team to think and operate “outside the job description” without getting overwhelmed.
- Act as a change agent/leader with demonstrated passion about customer service and employee development.
- Ability to work as a team player on a daily basis to brainstorm and tackle challenges and opportunities in creative ways.
- Excellent problem-solving skills with a service mindset that balances the needs of the company and employees.
- Able to multi-task and work in a fast-paced, energetic, and continuously evolving environment.
- Maintains a high degree of professionalism, able to interface with all levels of the company and preserves confidentiality in all sensitive matters.
- Possesses a proactive approach to accomplishing work, high attention to detail and accuracy, has consistent follow up, and strong organizational skills.
- Demonstrate flexibility to meet business needs with a focus on achieving quality results.
- Strong written and verbal communication skills that motivate the department and safeguards OEM/customer relationships.
Preferred Skills and Experience:
- Previous management experience in a technical environment.
- Previous experience developing and delivering high quality and complex websites.
- Experience working in a high-tech, software, or SaaS company.
- Strong management skills with attention to detail.
- Knowledge of the automotive industry and DMS systems.
- Remain ahead of industry trends and inform team of changing automotive landscape.