Director of Implementation (SMB & Mid-Market)

Join Fourth, a leading provider of workforce management and payroll solutions for the hospitality industry. As the Director of Implementation for SMB & Mid-Market, you will lead implementation operations for Fourth's highest-volume customer segment, managing two distinct implementation teams and driving operational excellence. You will establish operational standards, build repeatable processes, and partner cross-functionally to surface scale challenges and drive solutions. This role demands operational discipline, systems thinking, and the ability to lead managers who are building and scaling teams.

• Lead and manage implementation operations for Fourth's highest-volume customer segment, ensuring successful onboarding and implementation of 300+ WFM and payroll customers monthly.
• Establish operational standards and KPIs, build repeatable processes, identify automation and tooling opportunities, and iterate on the offshore model to maximize output.
• Partner cross-functionally to surface scale challenges and drive solutions, ensuring alignment with product and sales teams for strategic initiatives.
• Vendor and offshore management: Experience managing third-party and distributed teams. Ability to set expectations and drive performance
• Operational leadership: Proven ability to build and lead managers, set clear standards, and drive teams to execute at scale. Comfortable with data-driven decision-making
• Managing managers: Proven track record leading and developing managers who build and scale teams
• Volume operations: Experience delivering at scale in high-volume, process-driven environments. Comfort with metrics and efficiency optimization
• Process and systems thinking: Strong ability to design scalable processes, identify bottlenecks, and optimize workflows. Driven to continuously improve
• Technical depth: Understanding of integrations, data flows, and configuration. Ability to make trade-off decisions between quality, speed, and cost
• Cross-functional partnership: Ability to partner with Product, Engineering, and Sales to solve problems and inform strategy
• 8+ years in operations, implementation, or customer success leadership in high-volume, scaled environments
• Proven track record managing managers and building/scaling distributed teams
• Experience leading high-volume onboarding or implementation operations (100s of customers per month)
• Strong technical background in integrations, data architecture, and system configuration
• Background in hospitality, retail, payroll, or adjacent industries strongly preferred
• Experience managing offshore or third-party teams and optimizing distributed delivery models
• Demonstrated ability to identify, evaluate, and scale operational improvements and automation
• Experience partnering with Product and Engineering to inform roadmap and solve scaling challenges
• Comfort with data analysis and building operational dashboards and metrics
• Ability to travel onsite and perform light physical tasks related to training
• Prolonged periods of computer-based work