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Director of Implementation Management

BetterUp

BetterUp

Remote, OR, USA · Remote
Posted on Thursday, May 30, 2024

Let’s face it, a company whose mission is human transformation better have some fresh thinking about the employer/employee relationship.

We do. We can’t cram it all in here, but you’ll start noticing it from the first interview.

Even our candidate experience is different. And when you get an offer from us (and accept it), you get way more than a paycheck. You get a personal BetterUp Coach, a development plan, a trained and coached manager, the most amazing team you’ve ever met (yes, each with their own personal BetterUp Coach), and most importantly, work that matters.

This makes for a remarkably focused and fulfilling work experience. Frankly, it’s not for everyone. But for people with fire in their belly, it’s a game-changing, career-defining, soul-lifting move.

Join us and we promise you the most intense and fulfilling years of your career, doing life-changing work in a fun, inventive, soulful culture.

If that sounds exciting—and the job description below feels like a fit—we really should start talking.

The Director of Implementation role is a new position created with the goal of transforming the Implementation team as BetterUp moves from delivering point solutions to deploying enterprise-wide platform experiences. This role will report directly to the SVP of Customer Success and will be a core member of the Customer Success leadership team. The Director of Implementation will lead a team of subject matter experts and a first-line leader responsible for the successful delivery of BetterUp’s platform and coaching solutions to customers globally. The team includes functional experts in Implementation Project Management, Technical Implementations / Integrations and Coach Network Services.

The Director of Implementation role requires transformational leadership, strategic prowess, and a deep focus on operational excellence to support team leaders, enhance overall team performance, and ensure that all customer deliverables are met with quality and efficiency. This role will also work closely with Sales, Product and Operations leadership to ensure we are providing a best-in-class implementation experience to BetterUp’s customers.

What you’ll do:

  • Set & mobilize the overall vision and operating plan for the Implementation Team, focused on driving product adoption and delivering a world class customer experience, leading to revenue retention improvements for the business.
  • Oversee talent strategy and performance management of individual contributors and leader(s) within the Implementation Management function.
  • Work with the SVP of Customer Success to set and cascade KPIs and goals for the Implementation Team as we scale our business and solve new challenges in service of BetterUp’s mission.
  • Champion continuous improvement in the implementation process by encouraging both product and process innovation and to drive greater customer experience and efficiencies for BetterUp.
  • Build and maintain strong relationships with key leadership stakeholders across the business, including Sales, Operations, and Product to ensure we are delivering best in class customer experiences
  • Oversee risk management strategies by working with managers to identify potential risks, develop mitigation strategies and ensure customer concerns are managed effectively
  • Ensure that each functional implementation team is appropriately staffed, balancing workload and capabilities across the teams to optimize performance and resource utilization.

If you have some or all of the following, please apply:

  • Demonstrated progressive experience in leadership roles within enterprise-wide software implementation, preferably in a SaaS environment
  • Proven ability to develop strategies, translate them into initiatives and track successful delivery
  • Demonstrated ability to lead managers and successfully manage global, distributed teams across cultures, lines of business, and geographies
  • Able to collaborate across the organization and experience successfully working with Senior (C-level) executives
  • Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams
  • Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning
  • Able to be flexible and agile in responding to evolving business priorities and leading within an ambiguous environment
  • Holds strong operational skills that will drive organizational efficiencies and customer satisfaction
  • Willing and able to address escalated customer issues with speed and urgency
  • Ability to travel if needed and comply with BetterUp’s travel policy

Benefits:

At BetterUp, we are committed to living out our mission every day and that starts with providing benefits that allow our employees to care for themselves, support their families, and give back to their community.

  • Access to BetterUp coaching; one for you and one for a friend or family member
  • A competitive compensation plan with opportunity for advancement
  • Medical, dental and vision insurance
  • Flexible paid time off
  • Per year:
    • All federal/statutory holidays observed
    • 4 BetterUp Inner Work days (https://www.betterup.co/inner-work)
    • 5 Volunteer Days to give back
    • Learning and Development stipend
    • Company wide Summer & Winter breaks
  • Year-round charitable contribution of your choice on behalf of BetterUp
  • 401(k) self contribution

We are dedicated to building diverse teams that fuel an authentic workplace and sense of belonging for each and every employee. We know applying for a job can be intimidating, please don’t hesitate to reach out — we encourage everyone interested in joining us to apply.

BetterUp Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, disability, genetics, gender, sexual orientation, age, marital status, veteran status. In addition to federal law requirements, BetterUp Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

At BetterUp, we compensate our employees fairly for their work. Base salary is determined by job-related experience, education/training, residence location, as well as market indicators. The range below is representative of base salary only and does not include equity, sales bonus plans (when applicable) and benefits. This range may be modified in the future.

The base salary range for this role is $132,000 – $297,000.

If you live in New York, the base salary range for this role is:
$198,400 – $297,000: New York City
$165,200 – $247,000: Nassau, Newburgh
$132,000 – $198,000: Albany, Buffalo, Rochester, Syracuse

Protecting your privacy and treating your personal information with care is very important to us, and central to the entire BetterUp family. By submitting your application, you acknowledge that your personal information will be processed in accordance with our Applicant Privacy Notice. If you have any questions about the privacy of your personal information or your rights with regards to your personal information, please reach out to support@betterup.co

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