Director, Implementation & Build

• Own portfolio health across 500+ concurrent customer implementations, managed through a team of 5 direct-report managers, catching risks before they surface as problems
• Set clear expectations with customers and internal teams, and build a management team that proactively communicates status without being asked
• Report portfolio health, risk, and progress upward to executive leadership in a clear, digestible format
• Lead, coach, and develop a team of managers, building their skills as people-leaders and holding them to a high standard of rigor and follow-through
• Serve as the senior escalation point on at-risk or unhappy-customer situations, guiding your managers through resolution and stepping in directly when needed
• Build and refine the playbooks, workflows, and org structure that raise consistency and quality across a growing multi-team function
• Partner across Sales, Product, Customer Success, and Support to align expectations and close feedback loops at a strategic level
• Travel ~10% for kickoffs, customer events, and industry conferences
• 7+ years in implementation, onboarding, professional services, or project management
• 4+ years managing people, including experience managing other managers
• Demonstrated ability to hire and lead a team responsible for a high volume of concurrent projects/accounts with strong attention to detail and follow-through
• Experience building management capability in others — coaching managers on activity management, proactive communication, and customer-facing judgment
• Experience leading customer-facing teams and delivering projects on time and on scope at scale
• Experience building or improving processes and org structures that scale
• Demonstrated experience utilizing AI for building and/or optimizing processes

• Experience in a B2B SaaS or technology environment
• Proficiency with CX Tech stack (e.g., Salesforce, Wrike, Zendesk, ChurnZero)
• Experience working with enterprise customers and complex, multi-stakeholder rollouts
• Familiarity with veterinary PIMS, or comfort getting conversant in one quickly
• Love of animals, pets and experience in a veterinary practice
• Medical coverage for employees and dependents (80-90% covered by employer)
• Employer HSA contribution with HDHP
• 401(k) match up to 3.5%

• Dental & Vision coverage available
• Basic Life and AD&D Insurance
• Short and Long Term Disability
• Flexible Time Off & 12 Paid Annual Holidays

• Pawternity Leave, Financial Pet Adoption Support & Subsidized Pet Insurance
• $250 Annual Stipend for Learning and Development

PetDesk combines the industry's most user-friendly client engagement tools with the highest-rated pet parent app to simplify your veterinary clinic’s operations while strengthening client relationships.

Our recruiting process is rooted in “Who: The A Method of Hiring” and consists of an average 2-week hiring timeline.

This standardized interview process allows candidates to answer the same questions, experience the same process, and ensure a fair performance review from multiple perspectives.

Please, no external recruiters—candidate profiles submitted from external recruiting agencies will not be considered.