Director - Implementations

Role Description

The Director, Implementations is responsible for leading implementation delivery across CSI’s core and non-core product areas, ensuring successful onboarding, operational excellence, and a strong customer experience. This role executes organizational plans in alignment with company policies and leadership objectives, while overseeing the workload, outputs, and resources within their function. The Director establishes short-term goals, standards, and processes that support broader operational strategies and service delivery expectations. This leader will oversee team members across four teams, with a focus on aligning similar product groups and strengthening CSI’s future-state implementation organization. The role will provide leadership to managers and their teams, drive consistent delivery practices, support escalations, and partner cross-functionally to ensure successful implementation outcomes. This position is ideal for a proactive, results-oriented leader who can operate strategically while also driving execution in a dynamic banking and fintech environment.

Qualifications

10+ years of relevant experience in implementations, operations, delivery leadership, or a related field.

Proven experience managing managers and leading multi-layered teams in a complex environment.

Strong leadership presence with a proactive, results-driven approach and the ability to take initiative without requiring heavy direction.

Practical experience delivering and overseeing large, complex projects; formal PM certifications are not required.

Strong verbal and written communication skills, organizational strength, and a track record of sound judgment and problem solving.

Ability to manage multiple priorities simultaneously and drive execution across teams.

Bachelor’s degree in a technical, business, or related field, or equivalent experience.

Requirements

Lead managers and implementation teams to achieve strategic and operational goals while maintaining strong delivery standards.

Inspire, coach, and develop leaders to improve performance, drive accountability, and support achievement of business objectives.

Partner with senior leadership on the direction of the implementations organization and help shape the future-state team structure.

Communicate organizational priorities, policies, and expectations clearly across the department.

Promote a culture of ownership, initiative, continuous improvement, and collaboration.

Oversee implementation programs across non-core product areas, ensuring projects are delivered on time, within scope, and in alignment with CSI standards.

Support managers in proactively identifying and resolving delivery risks, issues, and resource constraints across active implementations.

Monitor project execution and customer onboarding outcomes to ensure high-quality client experience.

Provide leadership on large, complex delivery efforts and support escalations involving customers, internal stakeholders, and cross-functional teams.

Review performance metrics such as resource utilization, billable
on-billable ratios, scope variances, and revenue-related outcomes to ensure alignment with business goals.

Drive improvements in implementation methodologies, best practices, documentation, and team processes.

Establish and review reports that track departmental priorities, project progress, and goal achievement.

Ensure appropriate staffing levels, effective workload balance, and scalable operational practices across teams.

Partner closely with internal stakeholders across implementation, product, PMO, and leadership teams to align priorities and execution.

Work effectively with all levels of CSI leadership and customer leadership to support delivery success and organizational objectives.

Keep current on CSI product enhancements, industry trends, and best practices to support team readiness and capability development.

Lead, mentor, and evaluate managers, including regular 1:1s, goal setting, coaching, and performance review processes.

Build high-performing teams that demonstrate accountability, adaptability, and strong employee engagement.

Develop leaders who can confidently manage day-to-day delivery while supporting CSI’s long-term organizational goals.

Benefits

Competitive salary with eligibility for incentive awards based on individual and business performance.

Comprehensive range of benefits.

Company Description

As a forward-thinking software provider, Computer Services, Inc. (CSI) helps community and regional financial institutions solve their customers’ needs through open and flexible technologies. In addition to its award-winning core banking platform, these include the latest in lending, digital banking, payments, financial crime prevention and cybersecurity. Building on its 60-year track record of personalized service, CSI is shaping the future of banking and empowering its customers to rival their competition.