Director of Implementations

Arch is a Series B financial technology company that automates the management of private investments, improving access, understanding, and the human experience of investing across asset classes. 

Private investments such as venture capital, hedge funds, and private equity, make up roughly 25% of the investment universe. Traditionally, investors, advisors, banks, families, and managers track hundreds of investments in complicated spreadsheets, file folders, and busy inboxes. Not only is this tedious and time-consuming, but it is rife with opportunity for manual data entry errors, inconsistent reporting, and lost information. Enter, Arch.

Arch delivers standardized data, documents, and insights in a single platform, avoiding the need to chase information across dozens or hundreds of ‘portals’. Our purpose is to save investors’ time while empowering them to make more informed investment decisions, leading to better financial outcomes. 

We are a fast-growing, dynamic team of 200+, serving over 400 clients, including several of America’s largest banks, families, and financial institutions. We’ve over doubled the size of the company every year since inception and we are looking to hire in all departments as we scale.

Arch is hiring a senior leader to own the strategy, operating model, and outcomes for our full Implementation team. You will lead and scale a team of 60+ across multiple layers, ensuring consistency, speed, and exceptional onboarding quality for every client segment—from enterprise institutions to family offices and RIAs.

You’ll drive the roadmap for onboarding excellence: defining processes, refining playbooks, and building the systems and leadership structure that allow Arch to deliver a world-class experience at scale. You’ll partner closely with Client Success, Product, Data Operations, and senior leadership to align priorities, strengthen handoffs, and improve tooling and workflows across the client journey.

This role sits at the center of Arch’s growth engine. You will surface insights from early-stage implementation, increase time-to-value and accuracy, and ensure clients start their Arch experience with clarity and confidence. It’s a high-leverage, cross-functional role for a seasoned operator who brings deep financial services expertise, strong judgment, and the calm, steady leadership required to guide teams through complex client environments.

In this Role you will:

• Own the strategy, operating model, and outcomes for Arch’s full Implementation organization, ensuring consistency, speed, and quality across all client segments.

• Build and develop a high-caliber, multi-layer team, establishing clear career paths, coaching frameworks, and performance standards for managers and ICs.

• Define and refine scalable playbooks, processes, and systems that enable predictable, repeatable, and efficient onboarding at scale.

• Set and maintain a high-performing, client-obsessed culture, strengthening tools, workflows, and cross-functional alignment to improve delivery quality and team productivity.

• Serve as the executive escalation point for our largest and most sophisticated accounts, guiding teams through complex client situations and reinforcing trust with senior stakeholders.

• Instrument dashboards and metrics to monitor onboarding health (time-to-value, quality, NPS/CSAT, SLA adherence) and drive continuous improvement.

• Partner closely with Client Success, Product, Data Ops, and senior leadership to strengthen handoffs, surface insights, and shape the roadmap for tooling, data excellence, and end-to-end client experience.

• Report on performance, risks, and strategic needs to executive leadership, ensuring the Implementation function is positioned to scale with the business.

Who You Are:

• 15+ years leading implementation, operations, client success, or service delivery in financial services or private markets

  • 5+ years building and managing multi-layer teams in high-growth SaaS environments.

• Deep expertise in alternative investments or wealth/RIAs, with a strong understanding of institutional client expectations, investment operations, and complex data workflows.

• Proven track record owning enterprise onboarding programs, improving time-to-value, and driving measurable outcomes at scale.

• Experienced people leader with success developing managers, designing organizational structures, and elevating team performance.

• Systems thinker skilled at building scalable processes, anticipating risks, and navigating ambiguity with clarity.

• Executive presence and strong communication, able to engage VP/C-suite stakeholders as a trusted partner.

• Fluency with data workflows, Excel, and other SaaS tooling; comfortable assessing root-cause issues in client data or processes.

Preferred Qualifications

• Experience implementing software or investment-data workflows within private markets, wealth platforms, or fund administration.

• Background scaling or rebuilding an implementation or onboarding function in a high-growth environment.

• Strong cross-functional instincts, with experience partnering closely with Product and Ops on tooling and systems design.

• Demonstrated ability to coach and uplevel talent at multiple layers of an organization.

Most of our full-time roles are based onsite at our New York City office, where our team thrives on in-person collaboration and dynamic teamwork. Being onsite daily enables us to build strong connections, move quickly, and deliver exceptional service to our clients.

For select roles, we are also open to candidates based in Boston. If a role is open to Boston, it will be listed explicitly in the job location.

We encourage applicants who are located in or open to relocating to the listed location to apply and join us in this hands-on, collaborative environment

• Strong Team - You’ll be backed by a strong team that consistently exceeds client expectations and ships new products quickly.

• Your work is high impact - Being part of a small team means you have real responsibility and impact from day one. You'll be involved in discussions that drive the growth and direction of our platform from the very beginning.

• Product Market Fit - We have strong product market fit, exceptionally low churn, and have grown mostly organically through word of mouth.  

• Team community and camaraderie - We have enormous trust in each other and always do what we can do to support one another. We're always ready to step in to help.

• Great office: Our new home at 199 Water Street gives us a beautiful, energizing space to come together as a team, collaborate more easily, and keep building the next chapter of Arch.

• Lunch is on Us - We’ll keep the team fueled with lunch in the office, whether you’re catching up with teammates, talking through an idea, or just taking a well-earned break.