Director, Implementation

Employment Type: Full-Time Location Type: Remote (U.S.) or New York City Headquarters

Position Overview

Olo is a leading SaaS platform dedicated to accelerating digital transformation within the restaurant industry. We empower our clients to deliver more personalized and profitable guest experiences through our digital ordering, payment, and guest engagement solutions. To support our growth and market opportunity, we are seeking an experienced Director, Implementation with a strong background in marketing technology, automation, loyalty strategy, and scaling service delivery.

Reporting to the VP, Implementation, you will lead an Implementation team, manage a diverse portfolio of projects, and ensure alignment with strategic customer objectives for successful outcomes. Your primary mandate will be to build a center of excellence, establishing scalable and repeatable processes to enhance implementation velocity and project quality. This strategic role involves partnering with leaders across the organization to translate business goals into implementation strategies and drive key initiatives. You will also manage resource planning, serve as the primary point of escalation, and develop technical talent to ensure exceptional customer outcomes.

We are looking for an expert in large-scale MarTech and SaaS implementations and a leader who sets the standard for service delivery excellence through flawless execution and world-class collaboration.

Responsibilities

• Team Leadership: Lead high-performing teams focused on implementing complex marketing technology and automation solutions, including loyalty platforms and Customer Data Platforms (CDPs), with an emphasis on scalable service delivery and data migration.
• Strategic Alignment: Act as a leadership sponsor to align strategic customer objectives across departments with project execution, establishing best practices, standards, and frameworks for complex projects.
• Customer Partnerships: Model effective strategic partnerships with customers, leveraging deep expertise in loyalty program economics, guest behavior, and the marketing technology landscape to guide them toward measurable outcomes.
• Change Management: Establish change management protocols aligned with business strategies to effectively guide Implementation team members through periods of change.
• Quality & Excellence: Drive the strategy for implementation quality and establish a center of excellence to ensure effective controls for monitoring the departmental project lifecycle, providing consistency and predictability in project delivery.
• Escalation & Problem Solving: Serve as a point of escalation to resolve key issues presented by customers, project managers, and Implementation team members. Design and roll out scalable solutions and training programs to address process gaps, improve customer experience, and reduce escalations.
• Cross-Functional Collaboration: Work cross-functionally with Olo leadership to translate broader business objectives into Implementation-specific goals and initiatives, including improving implementation velocity.
• Process Improvement: Partner with departmental leadership and CX Operations to identify process gaps and provide expertise to implement scalable solutions and initiate training opportunities.
• Resource Planning & Management: Conduct resource planning and collaborate with Implementation leadership to determine proper project assignments. Develop and manage a sophisticated capacity and resource utilization model to ensure effective staffing, accurate project forecasting, and predictable scaling of the service delivery function.
• Product & Engineering Partnership: Drive a strategic partnership with Product and Engineering leadership by establishing and leading a framework for collaboration.

Requirements

• Deep expertise in marketing technology and automations.
• Proven experience in loyalty strategy and scaling service delivery.
• Expertise in large-scale MarTech and SaaS implementations.
• Demonstrated leadership skills in setting standards for service delivery excellence.
• Experience in managing diverse project portfolios and ensuring alignment with strategic customer objectives.
• Strong understanding of loyalty program economics and guest behavior.
• Proficiency in establishing change management protocols.
• Experience in developing and rolling out scalable solutions and training programs.
• Ability to translate business goals into implementation strategies.
• Skills in resource planning and capacity management.

Company Information

Olo is a leading SaaS platform that accelerates digital transformation in the restaurant industry. Our solutions enable brands to deliver more personalized and profitable guest experiences, helping them do more with less and make every guest feel like a regular.