[Remote] Head of Implementation at 1Password

The Head of Implementation will define and drive the strategic vision for implementation and professional services, build, lead, and mentor a cross-functional team of Solutions Architects, Onboarding Specialists, Project Managers, and Implementation Specialists, and develop and manage team KPIs. They will partner with CS, Sales, Product, and Marketing to align on customer requirements and solution delivery, and lead key strategic initiatives to drive deployment, time to value, product adoption, and customer satisfaction. The role involves cultivating trusted relationships with peer leaders and VPs, standardizing and continuously improving onboarding, implementation, and technical delivery processes, and creating scalable playbooks and frameworks. Driving operational efficiency through tools, systems, and automation, tracking and reporting on project health, implementation performance, and customer outcomes, and using data to identify trends, risks, and areas for improvement are also key responsibilities. The Head of Implementation will establish and manage the function’s key performance indicators (KPIs), oversee performance tracking, and lead initiatives to optimize results. They will oversee the delivery of implementation projects, ensuring they meet scope, timeline, and quality standards, and serve as an escalation point for complex or strategic implementation issues, fostering a customer-first mindset. Partnering with key leaders to lead change initiatives and building and leading a high-performing team, including coaching and mentoring direct reports, evaluating talent, and implementing development plans are also critical duties.