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15 days ago
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Requirements and responsibilities
🌐 Who We AreBankjoy is a Y Combinator and Bessemer Venture Partner backed FinTech startup. We are changing the way community banks and credit unions do business, enabling them to become tech-driven and digital first. Bankjoy provides modern digital banking products including mobile banking, online banking, online account opening, loan origination, and conversational AI. Our mission is to revolutionize banking tech infrastructure by leading digital transformation at financial institutions — big and small.The RoleWe are looking for a Director of Implementation to lead and scale Bankjoy's implementation organization as we grow our footprint across community banks and credit unions nationwide.This is a senior leadership role — not an individual contributor position. You will own the implementation function end-to-end: building and developing a high-performance team of Implementation Managers and Specialists, establishing scalable delivery processes, and ensuring every client launches successfully and on time. You will be the senior point of accountability for implementation quality across Bankjoy's entire client portfolio.The ideal candidate is a hands-on leader who has already led an implementation or professional services team at a fintech or digital banking company. You don't just manage from above — you understand the work deeply, stay close to active projects, roll up your sleeves to remove blockers, and are present when your team needs you most. You know how to build process without bureaucracy, hold a team accountable with empathy, and represent Bankjoy with credibility and composure when escalations arise.What You'll DoTeam Leadership & PerformanceBuild and develop a high-performance implementation team — setting a high bar for delivery quality, accountability, and professional growth across Implementation Managers and SpecialistsLead through presence and example — you understand every process your team runs, from project kickoff to go-live, and can step in to coach or cover when neededSet clear performance expectations and hold team members accountable to delivery standards, professional conduct, and client outcomesConduct structured 1:1s, performance reviews, and coaching conversations that develop your team's capability and career growth over timeIdentify skill gaps on the team and proactively address them through coaching, hiring, or process improvementHire and onboard implementation talent as Bankjoy's client portfolio growsBuild a team culture of urgency, ownership, and continuous improvementHands-On Delivery & Blocker RemovalStay close to active client implementations — maintaining real-time awareness of project status, risk indicators, and team workload across the full portfolioProactively identify blockers — whether client-side, cross-functional, or internal — and drive resolution before they impact timelinesWork directly with Product, Engineering, and Operations to unblock your team on technical issues, integration dependencies, and product gapsDefine, document, and continuously improve Bankjoy's implementation methodology, playbooks, and project templates — grounded in firsthand knowledge of what works in the fieldDrive early-stage scope definition and gap analysis discipline to prevent late-stage surprises and go-live delaysBuild and maintain reporting that gives leadership visibility into portfolio health, at-risk projects, and team capacityEscalation ManagementServe as Bankjoy's senior point of escalation for implementation issues — engaging directly with client executives and internal leadership when situations require itHandle escalations with composure, speed, and decisiveness — de-escalating client concerns while driving internal accountability to resolve root causesEstablish clear escalation protocols so your team knows when and how to surface issues, and what to expect when they doCross-Functional LeadershipPartner with Sales to ensure smooth contract-to-kickoff handoffs, realistic scoping, and clear client expectations from day oneWork closely with Product and Engineering to surface implementation-blocking issues and feed client learnings back into the product roadmapCoordinate with Customer Success on post-go-live handoff protocols to protect client relationships and retentionClient & Stakeholder EngagementLead client-facing kickoff meetings, executive business reviews, and escalation calls with confidence and professionalismMaintain working knowledge of core banking system nuances (Corelation Keystone, Jack Henry Symitar, Fiserv, and others) to ensure implementation plans are technically groundedBuild trusted relationships with client leadership that extend beyond individual projectsStrategic ContributionPartner with the COO to define the implementation team's organizational structure, headcount plan, and operating model as Bankjoy scalesContribute to capacity planning, resource allocation, and implementation scoping assumptions in partnership with Sales and FinanceIdentify opportunities to templatize and productize recurring implementation work to reduce delivery cost and improve consistencyWhat You Bring8+ years of implementation, onboarding, or professional services experience — specifically within fintech, digital banking, or core banking environmentsDeep understanding of how financial institutions operate, including familiarity with core banking systems, digital banking platforms, and the unique compliance and operational constraints of banks and credit unions5+ years of people management experience leading a team of implementation managers or project managers — this is a required qualification, not a nice-to-haveDemonstrated track record of building and developing high-performance implementation teams, not just managing existing onesProven ability to identify and remove blockers — cross-functional, technical, and client-side — with speed and ownershipDemonstrated track record of improving implementation delivery metrics (time-to-live, go-live rate, client satisfaction) at scaleExceptional project management fundamentals with the ability to manage a portfolio of complex, multi-stakeholder projects through your teamExecutive presence and communication skills — able to represent Bankjoy credibly at all levels of a client organization, including C-suite at financial institutionsProven track record of handling escalations directly and effectively — you don't pass the problem, you own the resolutionExperience building or significantly improving implementation processes, playbooks, and team operating rhythmsComfort operating in a high-growth, resource-constrained environment where process-building is part of the jobNice to HaveFamiliarity with credit union core banking systems (Corelation, Jack Henry, Fiserv or similar)Experience with digital banking conversions or multi-product implementationsExperience working with credit unions or community banksExperience managing multi-vendor implementation projectsPMP, PMI, or equivalent project management certification🎁 What You GetA fast-paced and collaborative environmentCompetitive compensationStock options at a well-funded startupWe cover 100% of medical, dental, and vision premiums for individuals on our base plan, with significant contributions toward all other plan options (USA).We cover 100% of extended medical, dental, and vision premiums for you and your family under our single, comprehensive plan (Canada).Retirement plan with 4% company matching8 weeks paid parental leave for birthing parents, 4 weeks for non-birthing3-5 weeks PTO depending on tenure5 health days15 holidaysEnd of year shutdownPerformance-based bonusesRemote first culture⚖️ Equal Employment Opportunities at BankjoyBankjoy is committed to hiring talented and qualified individuals with diverse backgrounds for all of its tech, non-tech, and leadership roles. Bankjoy provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability.
Optionally, you can add more information later (benefits, pre-screening questions, etc.)