Associate Director, Implementations

Accountabilities:: Oversee the daily performance and workload of implementation consultants and ensure assigned projects progress effectively. Assign new clients and implementation work orders to appropriate team members based on workload, expertise, and business priorities. Provide software implementation services to assigned clients and support consultants with complex implementation challenges. Manage client expectations, monitor satisfaction, and resolve client issues or escalations as needed. Review implementation work and billable hours to ensure quality, accuracy, and appropriate utilization. Develop implementation training procedures, materials, and resources to support consistent service delivery. Establish and maintain standard operating procedures for implementation functions and workflows. Lead bi-weekly implementation standups and weekly workload meetings to review priorities, progress, challenges, and capacity. Communicate open work order status and departmental priorities to other managers through regular meetings and reporting. Provide weekly departmental performance and workload updates to senior operations and client leadership. Develop team goals and contribute to annual performance planning and reviews. Approve departmental PTO requests and support effective workforce planning. Provide ongoing coaching, guidance, and support to team members, including escalation management and cross-functional issue resolution. Monitor team engagement and maintain regular communication with implementation staff. Establish strategies, policies, and processes that improve implementation operations and client outcomes. Resolve disputes or role-clarification issues between the Implementation team and other departments. Partner with other departments and leadership when complex issues require additional expertise or resources. Participate in recruiting activities, including resume reviews, interview scheduling, candidate interviews, and preparation or approval of HR documentation. Attend management meetings and contribute to broader operational planning as needed. Requirements: 8+ years of software implementation experience. High school diploma required. Demonstrated customer service experience and a strong commitment to client satisfaction. Experience leading or overseeing implementation professionals and managing multiple concurrent workstreams. Strong leadership, communication, organization, and problem-solving skills. Ability to prioritize workloads, manage competing deadlines, and maintain visibility across multiple implementation projects. Ability to coach team members, provide constructive feedback, and handle escalations effectively. Strong ability to communicate implementation status, operational risks, and recommendations to both technical and non-technical stakeholders. Bachelor’s degree in Information Technology or a related field is preferred. Extensive knowledge or experience with judicial systems is preferred. Experience with accounting software is an advantage. Program management experience across multiple concurrent teams is preferred. Knowledge of SQL Server is a plus. Familiarity with Microsoft 365, Jira, and support ticketing systems is preferred. Willingness to travel approximately 25% within the United States. Applicants must be eligible to work in the applicable U.S. hiring locations; recruitment is currently unavailable in California, Colorado, Connecticut, Maryland, Nevada, New Jersey, Ohio, Rhode Island, Washington, and New York. Benefits: Fully remote position for U.S.-based employees. Leadership role overseeing a software implementation and professional services function. Approximately 25% travel, providing exposure to clients and implementation initiatives across multiple markets. Opportunity to shape implementation strategies, policies, standards, and operating procedures. Direct influence over client satisfaction, implementation quality, team performance, and operational efficiency. Opportunity to coach and develop implementation professionals. Cross-functional collaboration with operations, technology, client-facing, and leadership teams. Exposure to complex software implementation and public-sector environments.