Bankjoy - Director of Implementation
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Requirements
• 8+ years of implementation, onboarding, or professional services experience — specifically within fintech, digital banking, or core banking environments; candidates without this background will not be considered • Deep 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 unions • core banking systems, digital banking platforms • 5+ years of people management experience leading a team of implementation managers or project managers — this is a required qualification, not a nice-to-have • 5+ years of people management experience • Demonstrated track record of building and developing high-performance implementation teams, not just managing existing ones • building and developing high-performance implementation teams • Proven ability to identify and remove blockers — cross-functional, technical, and client-side — with speed and ownership • identify and remove blockers • Demonstrated track record of improving implementation delivery metrics (time-to-live, go-live rate, client satisfaction) at scale • improving implementation delivery metrics • Exceptional project management fundamentals with the ability to manage a portfolio of complex, multi-stakeholder projects through your team • Executive presence and communication skills — able to represent Bankjoy credibly at all levels of a client organization, including C-suite at financial institutions • including C-suite at financial institutions • Proven track record of handling escalations directly and effectively — you don't pass the problem, you own the resolution • handling escalations • Experience building or significantly improving implementation processes, playbooks, and team operating rhythms • implementation processes, playbooks, and team operating rhythms • Comfort operating in a high-growth, resource-constrained environment where process-building is part of the job • Familiarity with credit union core banking systems (Corelation, Jack Henry, Fiserv or similar) • Corelation, Jack Henry, Fiserv • Experience with digital banking conversions or multi-product implementations • digital banking conversions • Experience working with credit unions or community banks • credit unions or community banks • Experience managing multi-vendor implementation projects • multi-vendor implementation projects • PMP, PMI, or equivalent project management certification • 🎁 What You Get • 🎁 What You Get • A fast-paced and collaborative environment
Responsibilities
• Team Leadership & Performance • Build and develop a high-performance implementation team — setting a high bar for delivery quality, accountability, and professional growth across Implementation Managers and Specialists • high-performance implementation team • Lead 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 needed • Set clear performance expectations and hold team members accountable to delivery standards, professional conduct, and client outcomes • Conduct structured 1:1s, performance reviews, and coaching conversations that develop your team's capability and career growth over time • Identify skill gaps on the team and proactively address them through coaching, hiring, or process improvement • Hire and onboard implementation talent as Bankjoy's client portfolio grows • Build a team culture of urgency, ownership, and continuous improvement • Hands-On Delivery & Blocker Removal • Stay close to active client implementations — maintaining real-time awareness of project status, risk indicators, and team workload across the full portfolio • Proactively identify blockers — whether client-side, cross-functional, or internal — and drive resolution before they impact timelines • Work directly with Product, Engineering, and Operations to unblock your team on technical issues, integration dependencies, and product gaps • Define, document, and continuously improve Bankjoy's implementation methodology, playbooks, and project templates — grounded in firsthand knowledge of what works in the field • Drive early-stage scope definition and gap analysis discipline to prevent late-stage surprises and go-live delays • Build and maintain reporting that gives leadership visibility into portfolio health, at-risk projects, and team capacity • Escalation Management • Serve as Bankjoy's senior point of escalation for implementation issues — engaging directly with client executives and internal leadership when situations require it • Handle escalations with composure, speed, and decisiveness — de-escalating client concerns while driving internal accountability to resolve root causes • Establish clear escalation protocols so your team knows when and how to surface issues, and what to expect when they do • Cross-Functional Leadership • Partner with Sales to ensure smooth contract-to-kickoff handoffs, realistic scoping, and clear client expectations from day one • Work closely with Product and Engineering to surface implementation-blocking issues and feed client learnings back into the product roadmap • Coordinate with Customer Success on post-go-live handoff protocols to protect client relationships and retention • Client & Stakeholder Engagement • Lead client-facing kickoff meetings, executive business reviews, and escalation calls with confidence and professionalism • Maintain working knowledge of core banking system nuances (Corelation Keystone, Jack Henry Symitar, Fiserv, and others) to ensure implementation plans are technically grounded • Build trusted relationships with client leadership that extend beyond individual projects • Strategic Contribution • Partner with the COO to define the implementation team's organizational structure, headcount plan, and operating model as Bankjoy scales • Contribute to capacity planning, resource allocation, and implementation scoping assumptions in partnership with Sales and Finance • Identify opportunities to templatize and productize recurring implementation work to reduce delivery cost and improve consistency
Benefits
• Stock options at a well-funded startup • We 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 matching • 8 weeks paid parental leave for birthing parents, 4 weeks for non-birthing • 3-5 weeks PTO depending on tenure • End of year shutdown • Performance-based bonuses • Remote first culture • ⚖️ Equal Employment Opportunities at Bankjoy
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