Director of Implementation, SMB & Mid-Market

Fourth

Director of Implementation leading SMB and Mid-Market operations for Fourth's hospitality management technology solutions. Overseeing implementation teams while maximizing operational excellence and customer onboarding.

Posted 7/15/2026full-timeRemote • Texas • 🇺🇸 United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading and optimizing WFM and Payroll implementations, with a strong focus on operational efficiency, performance metrics, and team management. Proven ability to drive continuous improvement and leverage automation in high-volume environments.

Highest-signal resume keywords

WFM Implementation LeadershipPayroll Implementation ManagementData Analysis and Dashboard CreationOperational Improvement and AutomationTeam Management and Development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

IntegrationsData ArchitectureSystem ConfigurationPerformance Metrics DefinitionOperational ReportingQuality Standards EstablishmentProcess OptimizationTraining DevelopmentAutomation ImplementationScalable Process Development

Soft Skills

AccountabilityStrategic ThinkingCollaborationProblem-SolvingCommunication

Tools & Technologies

DashboardsAI ToolsAutomation Software

Industry Keywords

Operations LeadershipCustomer SuccessHigh-Volume EnvironmentsHospitalityRetailPayroll

About the role

Key responsibilities & impact

Lead and develop the WFM and Payroll Implementation Managers.
Set clear expectations, establish accountability, and drive results.
Own delivery of all commercial WFM and payroll implementations.
Define performance metrics, SLAs, and quality standards.
Identify bottlenecks and optimize for throughput.
Provide critical input on the strategic productization initiatives.
Partner with Product and Sales to build a roadmap toward self-serve and reduced professional services dependency.
Define performance standards and operational expectations for the offshore implementation team.
Iterate on training, workflows, and processes to continuously improve efficiency and quality.
Build and evolve scalable implementation processes and playbooks for both WFM and Payroll.
Drive continuous improvement and identify automation opportunities.
Establish operational reporting and metrics that track volume, quality, cost per implementation, and team productivity.
Build dashboards that inform decision-making.
Partner with Product, Engineering, Sales, and Customer Success to surface implementation challenges, product gaps, and scaling constraints.
Lead adoption of AI and automation for onboarding, configuration, integrations, and error checking.

Requirements

What you’ll need

8+ years in operations, implementation, or customer success leadership in high-volume, scaled environments
Proven track record managing managers and building/scaling distributed teams
Experience leading high-volume onboarding or implementation operations (100s of customers per month)
Strong technical background in integrations, data architecture, and system configuration
Background in hospitality, retail, payroll, or adjacent industries strongly preferred
Experience managing offshore or third-party teams and optimizing distributed delivery models
Demonstrated ability to identify, evaluate, and scale operational improvements and automation
Experience partnering with Product and Engineering to inform roadmap and solve scaling challenges
Comfort with data analysis and building operational dashboards and metrics.

Benefits

Comp & perks

Unlimited PTO!
Medical, Dental, Vision Insurance!
401k Match!
Parental Leave
Laptop and equipment.