About the role

Luxury Presence is at an inflection point in how we deliver our product to clients. Our Onboarding and Product Fulfillment (PFT) teams sit at the most consequential moment of the client lifecycle: the first 90 days, where launch quality, time to value, and first impressions decide whether a customer renews, expands, or churns.

This role is brand new. It exists to give our VP of Implementation a true operational partner who will lead the Implementation Ops Squad: a multi-disciplinary team that GTM Ops has built to serve Onboarding and PFT as one connected function. You will lead a small core Ops team and direct the day-to-day work of embedded specialists from RevTech, Analytics, AI Ops, and Enablement who serve the squad. These specialists report formally to their platform leads but spend the majority of their capacity on squad work; you own how that capacity is allocated, what they work on for the squad, and coaching on how the work gets applied to the function. You will partner closely with our Director of CS Operations so the post-sale function works as one connected system. This is a high visibility role with regular exposure to leadership across go to market, the post launch teams, and the broader executive team.

What you’ll own

Squad leadership

• Lead the Implementation Ops Squad as a cohesive, multi-disciplinary team. Run sprint planning, sprint reviews, and the operating rhythm with Onboarding and PFT leadership.

• Own the squad roadmap. Triage incoming work, prioritize against the priorities of the function and the broader GTM Ops North Star, and decide what gets built when.

• Serve as the front door for Implementation Ops support. Every request, escalation, and signal from the function flows through you.

• Coach embedded specialists on function partnership, stakeholder management, and business judgment. Partner with platform leads on their development.

• Shape the priorities of Onboarding & PFT leaders. This role does not just execute their roadmap, it helps shape it.

Process design and operations

• Map the end to end implementation lifecycle, from sales handoff through onboarding and launch.

• Identify and eliminate bottlenecks (onboarding call capacity, handoff coordination, revision/rework volume, etc.) and design new processes that scale.

• Build and maintain SOPs, playbooks, and enablement that front line teams actually use.

• Look through a strategic lens, not an incrementalist one. Step changes won’t come through process tweaks alone: make substantial recommendations on things like role consolidation, incentive restructuring, or workflow rebuilds.

• Drive measurable, specific outcomes: bring down average time to launch, reduce pre-launch CSAT issues, and minimize website revisions.

Systems and tooling

• Direct your embedded RevTech specialist on the Implementation footprint inside Salesforce.

• Direct your embedded Analytics specialist on the Implementation reporting layer, including data marts and metric definitions that anchor trustworthy operational reporting and AI-assisted analysis.

• Direct your embedded AI Ops specialist on reimagining Implementation workflows: QA, summarization, automation, and agent assist tooling that removes manual work without compromising quality, governed by central AI Ops standards.

• Direct your embedded Enablement specialist on the learning content, certifications, and training that ramp and develop the Onboarding and PFT teams.

Data, reporting, and insight

• Define and instrument the metrics used to run Implementation: first pass rate, time to launch, CSAT, capacity utilization, revisions per launch, and churn linkage.

• Build the dashboards and recurring reporting that make those metrics trustworthy and easy to act on.

• Partner with Analytics to surface trend insights and the leading indicators that move retention.

• Stand up individual and team performance reporting for Onboarding and PFT.

Cross functional collaboration

• Work hand in hand with the Sales & Marketing Ops and CS Ops Squad Leaders so handoffs across the lifecycle are seamless.

• Partner with Sales, Marketing, Product, RevTech, Engineering, and Finance to align Implementation processes with the rest of the business.

• Represent the Implementation Ops Squad in the GTM Ops operating cadence: biweekly sprint cycle, monthly roadmap review, and quarterly roadmap planning.

What we’re looking for

Skills and experience

• 5+ years in operations, with at least 3 years specifically in customer success, onboarding, implementation, or post sale operations.

• Experience leading or coordinating multi-disciplinary teams, ideally in a dotted-line or matrixed structure. You know how to get the best out of people who don’t report to you, and how to partner well with their formal managers.

• Strong Salesforce user with experience designing reports, dashboards, and business processes. Admin level depth is a plus, not a requirement.

• Proven track record of building and operating measurable processes at scale. You can talk about specific before and after numbers.

• Hands on experience with AI tools used inside operations workflows.

• Comfortable in a player-coach role. You’ll lead the squad, direct embedded specialists, and still roll up your sleeves on the work where needed.

Attributes

• High ownership. You treat the goals of your function partner as your own.

• Operational rigor. You design durable systems instead of one off fixes.

• Cross-functional pragmatism. You can get to a shared decision with stakeholders who have competing priorities, including platform leads whose specialists are embedded with you.

• AI-forward. You assume AI is a default capability, not a special project.

• Customer-obsessed. You instinctively link operational decisions back to the client experience.

• Field-first orientation. You believe Ops earns its seat by being close to the work, not by being good at tickets.