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 measur