Director, Implementation
NYC or Remote
Customer Experience – Implementation /
Full-Time /
Remote
Olo is a leading SaaS platform accelerating digital transformation in the restaurant industry, by helping customers deliver more personalized and profitable guest experiences. As a result, our digital ordering, payment, and guest engagement solutions enable brands to do more with less and make every guest feel like a regular.
To accelerate Olo's flywheel strategy and capitalize on our market opportunity, we are looking for a Director, Implementation with deep expertise in marketing technology and automations, loyalty strategy, and scaling service delivery to join us. Reporting to the VP, Implementation, you will lead an Implementation team in managing a diverse portfolio of projects, ensuring alignment with strategic customer objectives and successful outcomes.
As Director, Implementation, you will own the entire service delivery lifecycle, from process design to project execution and your primary mandate will be to build a center of excellence that establishes scalable, repeatable processes to improve implementation velocity and project quality. In this strategic capacity, you will partner with leaders across the organization to translate business goals into implementation strategy and drive key initiatives. You will lead your team by managing resource planning, serving as the primary point of escalation, and developing our technical talent to ensure exceptional customer outcomes.
We are looking for someone who is an expert in large-scale MarTech and SaaS implementations and, more importantly, a leader who sets the standard for service delivery excellence by modeling flawless execution and world-class collaboration for their team, partners, and customers. You can work remotely from anywhere in the U.S. or at Olo’s headquarters in NYC.
What You'll Do
- Lead high-performing teams focused on the implementation of complex marketing technology and automation solutions, including loyalty platforms and Customer Data Platforms (CDPs), with a focus on scalable service delivery and data migration.
- Act as a leadership sponsor to align strategic customer objectives across varying departments with project execution, and establish best practices, standards, and frameworks for complex projects.
- 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.
- Establish change management protocols to align with business strategies and effectively guide Implementation team members through periods of change.
- Drive the strategy for implementation quality and establish a center of excellence to ensure effective controls are in place to monitor departmental project lifecycle, and provide consistency and predictability in project delivery.
- Act as a point of escalation to resolve key issues presented by customers, project managers, and Implementation team members, and work decisively to address known process gaps, owning the design and rollout of scalable solutions and training programs to improve the customer experience and reduce escalations.
- Work cross-functionally with Olo leadership at varying levels to translate broader business objectives into Implementation-specific goals and initiatives, including improving implementation velocity.
- Partner with departmental leadership and CX Operations to uncover gaps in processes and offer expertise to implement scalable solutions and initiate training opportunities.
- Conduct resource planning and collaborate with Implementation leadership to determine proper assignments for all projects, and develop and manage a sophisticated capacity and resource utilization model to ensure the team is staffed effectively, projects are forecasted accurately, and the service delivery function can scale predictably with business growth.
- Drive a strategic partnership with Product and Engineering leadership by establishing and leading a formal feedback loop to translate field challenges and customer insights into actionable data that helps inform product roadmap priorities and reduce implementation friction.
- Own the talent strategy for their team, and foster a culture of mentorship, creating clear career paths for growth and implementing targeted training to upskill the team.
What We'll Expect From You
- 10+ years progressive experience in MarTech Implementation/Project Management or other related field (SaaS or restaurant tech industry experience preferred)
- 5+ years experience managing direct reports
- Experience leading teams working directly with complex accounts at the senior business and IT levels with executive experience in an advisory role
- Ability to set standards for impeccable project management output and provide guidance on prioritization of competing interests
- Outstanding ability to thoughtfully assess problems holistically and provide resolutions
- Experience creating and executing scalable processes to improve team efficiency
- Preferred experience with PSA tools (we use Rocketlane) or Asana, Jira, Guru, Salesforce, and Zendesk
About Olo
Olo (NYSE: OLO) is a leading restaurant technology provider with ordering, payment, and guest engagement solutions that help brands increase orders, streamline operations, and improve the guest experience. Each day, Olo processes millions of orders on its open SaaS platform, gathering the right data from each touchpoint into a single source—so restaurants can better understand and better serve every guest on every channel, every time. Over 750 restaurant brands trust Olo and its network of more than 400 integration partners to innovate on behalf of the restaurant community, accelerating technology’s positive impact and creating a world where every restaurant guest feels like a regular. Learn more at olo.com.
We’re remote-friendly. Since 2015, we have been evolving our culture to continue to support a more distributed workforce and now over 75% of our team works remotely across the U.S. If you're in the New York City area, you can choose to work remotely or from Olo's headquarters, on the 82nd floor of One World Trade Center.
We offer great benefits, such as 20 days of paid time off, 10 separate sick days, 11 holidays, plus year-end closure, health, dental, and vision coverage for yourself and your family, a 401k match, remote-office stipend, company equity, a generous parental leave plan, volunteer time off, gift matching policy, and more!
Our best estimate of the compensation range for this opportunity is $129,000 - $176,225 annually, depending on the experience you bring and your location. This role is also eligible for incentive compensation. We look forward to discussing your salary expectations and our full total rewards offerings throughout the interview process.
We encourage you to apply!
At Olo, we believe bringing together people with varied experiences and viewpoints leads to better results. Don't check every box in the job description? Research shows many qualified candidates hold back from applying unless they meet all listed requirements. We're committed to creating a genuine workplace where everyone can contribute their best work—this improves our decision-making and helps us better serve our communities. So if you're enthusiastic about this role but your background doesn't align perfectly with every qualification, we encourage you to apply anyway. You might be exactly the right fit for this or other positions.
All applicants receive consideration for employment. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, pregnancy, age, marital status, veteran status, or disability status.
