Director of Implementation

Confido is building an AI-native operating system for brands that sell into brick-and-mortar retail. We pair intuitive, powerful software with AI agents that help brands like Baskin Robbins and Olipop automate the thousands of hours of manual work that go into scaling in retail. 

We have best-in-class growth and efficiency metrics, and recently raised a $15M Series A to build on our momentum. As we scale our customer base, we're investing in implementation to ensure every new customer launches fast, adopts deeply, and sees value quickly.

THE ROLE

We're looking for a Director of Implementation to own the end-to-end onboarding experience for new Confido customers. This is a high-impact individual contributor role — you'll be the person who takes a signed contract and turns it into a live, thriving deployment.

You'll work closely with customers, our product team, and our CS and sales teams to design scalable implementation processes from the ground up. The ideal candidate has managed complex enterprise rollouts — whether in consulting, B2B SaaS, at a CPG brand, or a similar environment — and thrives on the structured problem-solving that great implementations demand. You will report directly to the Head of Implementation.

WHAT YOU'LL DO

Onboarding & Deployment

• Own the full implementation lifecycle — from kickoff through go-live — for new enterprise customers
• Design and manage detailed project plans, timelines, and workstreams across multiple concurrent deployments
• Configure and customize the Confido platform to match each customer's workflows, data structures, and operational requirements
• Drive customer-side stakeholder alignment, ensuring the right people are engaged at the right moments

Customer Enablement

• Develop training programs, documentation, and onboarding materials that get users up to speed fast
• Run live onboarding sessions and workshops tailored to different user personas — from day-to-day operators to executives
• Measure and optimize time-to-value across your book of implementations, identifying what drives faster, stickier adoption

Process & Infrastructure

• Build the implementation playbook from the ground up — templates, checklists, escalation paths, and success criteria
• Establish implementation KPIs and reporting to give the business visibility into onboarding health and velocity
• Identify patterns across deployments and feed them back into product to improve configurability and reduce implementation complexity over time

Cross-Functional Collaboration

• Partner with Sales on pre-sales scoping calls to set realistic timelines and surface implementation requirements early
• Hand off customers to CS with full context — ensuring a smooth transition and strong starting point for long-term success
• Serve as a key feedback loop into Product, translating implementation friction into actionable roadmap input

WHAT WE'RE LOOKING FOR

• 5+ years of experience managing enterprise software implementations, system deployments, or complex client onboarding — backgrounds in B2B SaaS, management consulting, CPG, systems integration, or similar are all welcome
• Proven ability to manage multiple simultaneous projects with competing priorities, stakeholders, and timelines
• Strong project management skills — you're comfortable owning a plan, running a status call, and escalating when something's off track
• Technical curiosity and comfort: you don't need to be an engineer, but you should be able to dig into data, configure software, and troubleshoot without hand-holding
• Experience working with CPG, retail, or supply chain customers is a plus — but not a requirement
• Builder mindset: you're energized by defining process where none exists and creating order out of ambiguity
• Willing to work from our NYC headquarters 5 days a week