Director, Implementation

About the role

Panorama is reimagining how we implement our products for clients, and the Director, Implementation will lead that transformation while running the Implementation function day to day. You’ll move the team from a transactional, ticket-oriented model toward an experience designed around getting clients launched quickly and positioned to realize value from Panorama.

This is both an operating and transformation mandate: you’ll lead the team, redesign its processes and tooling, strengthen cross-functional handoffs, and build an implementation experience that works backward from the outcomes clients are trying to achieve. You’ll report to the Vice President, Adoption & Services and lead a team of 12, with members located in the United States and Mexico

Responsibilities

• Own the Implementation function end to end, including its operating model, team staffing and performance (including hiring and capacity planning), processes, tooling, cross-functional handoffs, launch speed, and client implementation experience (including escalated client issues).
• Transform implementation around speed and client outcomes, with goals of: Reducing average implementation time from six weeks to three weeks for Surveys, Student Success, and Solara, and from 14 weeks to seven weeks for Panorama Pathways (speed) Reducing current rates of fixes required to integrations and configuration after a client goes live in the platform (quality) Reducing time to first value for clients as measured by our use case health model (TTV) Redesign the client implementation experience to reduce cumbersome back-and-forth and use synchronous collaboration—including live conversations and, when appropriate, onsite work—to resolve issues and accelerate progress.
• Align implementation services with the broader client value-delivery model, configuring the platform in support of the priorities, outcomes, and workflows established with each client by Panorama team members in other roles (Sales, Account Management, Project Management, Solutions Architecture).
• Maintain clear, current visibility into the status of every active implementation for cross-functional stakeholders across Sales, Account Management, Project Management, and Teaching & Learning; proactively surface risks, dependencies, and emerging challenges that could jeopardize client milestones or outcomes, and drive action early enough to prevent avoidable breakdowns.
• Make Implementation a seamless part of Panorama’s broader client value-delivery model, configuring the platform in support of the priorities, outcomes, and workflows established with each client in partnership with leaders in Product and Engineering.
• Reimagine Implementation’s processes and tooling, including applying AI and first-principles thinking to improve how the work gets done.
• Lead and develop the Implementation team through significant change, including building an effective team-lead structure that strengthens day-to-day leadership and develops additional leadership capacity