Director of Implementation

🌐 WHO WE ARE Bankjoy 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 ROLE We 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 DO 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 - 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