Director, Implementation

About the Company

Upshop is the market leader in Total Store Operations solutions for the Grocery and C-Store markets. We offer an AI-powered, SaaS platform connecting Fresh, Center, eCommerce, and DSD department operations to deliver a simplified, smarter, more connected store experience.

Responsibilities

• Lead, mentor, and develop a team of Implementation Managers and Consultants
• Establish clear performance expectations, coaching programs, and career development plans
• Drive implementation methodology adoption and operational excellence
• Serve as an executive sponsor and escalation point for strategic customer implementations
• Build trusted relationships with customer sponsors, IT stakeholders, and executive teams
• Own implementation delivery standards, methodologies, and playbooks
• Maintain deep knowledge of platform architecture, data structures, and integrations
• Partner with Product and Engineering to improve implementation tooling and automation
• Monitor implementation portfolio health through operational and financial metrics
• Oversee implementation forecasting, staffing, and capacity planning

Requirements

• Bachelor's degree in Business, Information Systems, Computer Science, or related field
• 5+ years of experience leading enterprise software or SaaS implementations
• 3+ years of people leadership experience managing delivery or professional services teams
• Proven experience leading customer-facing delivery organizations for enterprise customers
• Strong knowledge of SaaS implementation methodologies
• Experience managing multiple concurrent complex customer engagements
• Exceptional communication and stakeholder management skills
• Ability to travel up to 25%

Preferred Qualifications

• Grocery, food retail, or convenience retail operations experience
• Experience with forecasting, ordering, inventory, or supply chain solutions
• Experience with Microsoft Azure technologies (Azure SQL, Cosmos DB)
• Understanding of data architecture, APIs, EDI, and enterprise application ecosystems
• Experience leveraging AI-enabled tools or automation platforms
• Working knowledge of SQL, databases, and Excel
• Experience with Salesforce, Zendesk, Jira, or Wrike