About this role
The Director of Integrations & Solutions drives the strategic execution, operational scaling, and quality assurance of our client onboarding and data systems ecosystem. Leading a high-performing team of Implementation Managers (who direct frontline specialists), this role bridges tactical delivery with executive strategy. You will oversee client lifecycle frameworks, establish global service standards, and partner cross-functionally to ensure seamless service activation and long-term data integrity.
What You'll Do
• Leadership & People Development: Direct, coach, and mentor a team of frontline Implementation Managers, fostering leadership capability, team engagement, and career progression across the organization.
• Operational Strategy & Scaling: Build, standardize, and scale end-to-end client activation frameworks to ensure high-quality, predictable, and efficient onboarding experiences.
• SLA & Governance Management: Establish and oversee department-wide SLAs, KPIs, and operational metrics (e.g., Time-to-Implement, Activation Speed, CSAT, Data Quality metrics) to ensure continuous performance excellence.
• Data Quality & Continuous Improvement: Drive long-term data reliability and usability initiatives, analyzing macro-level support and integration trends to advocate for system enhancements and preventative strategies.
• Resource Planning & Capacity Management: Oversee resource allocation, capacity modeling, and team structure across multiple pods/time zones to support revenue targets and business growth.
What Experience You Need
• Education: Bachelor’s degree in a relevant field.
• Leadership Experience: 8+ years of experience in technical onboarding, client integrations, or account management, including 2+ years specifically managing people managers or leading multi-tiered teams.
• Operational Track Record: Proven success in scaling implementation or customer-facing operations, establishing SLAs/KPIs, and optimizing complex workflows.
• Analytical & Problem-Solving Mastery: Strong strategic thinking with the ability to interpret operational data, spot macro trends, and translate insights into process improvements.
• Senior Stakeholder Management: Demonstrated ability to influence, communicate, and collaborate effectively with executive leaders and key business partners.
What Could Set You Apart
• Matrixed & Multi-Site Leadership: Track record of managing geographically dispersed teams across multiple U.S. and global time zones.
• Executive Presentation Skills: Exceptional ability to synthesize complex operational metrics into executive-ready dashboards, project plans, and strategic proposals.
• Change Management Expertise: Experience leading teams through rapid growth, organizational shifts, or technical modernizations.
• Deep Data Management Aptitude: Solid understanding of data architecture, API integrations, and enterprise software ecosystems.
Primary Location: CRI-Heredia
Function: Function - Fulfillment / Operations
Schedule: Full time