Director - Implementations

Job Description:

Director, Implementations

The Director, Implementations is responsible for leading implementation delivery across CSI’s core and non-core product areas, ensuring successful onboarding, operational excellence, and a strong customer experience. This role executes organizational plans in alignment with company policies and leadership objectives, while overseeing the workload, outputs, and resources within their function. The Director establishes short-term goals, standards, and processes that support broader operational strategies and service delivery expectations. This leader will oversee team members across four teams, with a focus on aligning similar product groups and strengthening CSI’s future-state implementation organization. The role will provide leadership to managers and their teams, drive consistent delivery practices, support escalations, and partner cross-functionally to ensure successful implementation outcomes. This position is ideal for a proactive, results-oriented leader who can operate strategically while also driving execution in a dynamic banking and fintech environment.

Key Responsibilities

Leadership & Organizational Management

• Lead managers and implementation teams to achieve strategic and operational goals while maintaining strong delivery standards.

• Inspire, coach, and develop leaders to improve performance, drive accountability, and support achievement of business objectives.

• Partner with senior leadership on the direction of the implementations organization and help shape the future-state team structure.

• Communicate organizational priorities, policies, and expectations clearly across the department.

• Promote a culture of ownership, initiative, continuous improvement, and collaboration

Implementation Delivery Oversight

• Oversee implementation programs across non-core product areas, ensuring projects are delivered on time, within scope, and in alignment with CSI standards.

• Support managers in proactively identifying and resolving delivery risks, issues, and resource constraints across active implementations.

• Monitor project execution and customer onboarding outcomes to ensure high-quality client experience.

• Provide leadership on large, complex delivery efforts and support escalations involving customers, internal stakeholders, and cross-functional teams.

Operational Performance & Process Improvement

• Review performance metrics such as resource utilization, billable/non-billable ratios, scope variances, and revenue-related outcomes to ensure alignment with business goals.

• Drive improvements in implementation methodologies, best practices, documentation, and team processes.

• Establish and review reports that track departmental priorities, project progress, and goal achievement.

• Ensure appropriate staffing levels, effective workload balance, and scalable operational practices across teams.

Cross-Functional Partnership

• Partner closely with internal stakeholders across implementation, product, PMO, and leadership teams to align priorities and execution.

• Work effectively with all levels of CSI leadership and customer leadership to support delivery success and organizational objectives.

• Keep current on CSI product enhancements, industry trends, and best practices to support team readiness and capability development.

People Leadership

• Lead, mentor, and evaluate managers, including regular 1:1s, goal setting, coaching, and performance review processes.

• Build high-performing teams that demonstrate accountability, adaptability, and strong employee engagement.

• Develop leaders who can confidently manage day-to-day delivery while supporting CSI’s long-term organizational goals.

Required Qualifications

• 10+ years of relevant experience in implementations, operations, delivery leadership, or a related field.

• Proven experience managing managers and leading multi-layered teams in a complex environment.

• Strong leadership presence with a proactive, results-driven approach and the ability to take initiative without requiring heavy direction.

• Practical experience delivering and overseeing large, complex projects; formal PM certifications are not required.

• Strong verbal and written communication skills, organizational strength, and a track record of sound judgment and problem solving.

• Ability to manage multiple priorities simultaneously and drive execution across teams.

• Bachelor’s degree in a technical, business, or related field, or equivalent experience.

Preferred Qualifications

• Experience in banking, fintech, or financial services, with banking experience strongly preferred due to the nature of client escalations and implementation work.

• Knowledge of core and peripheral banking systems.

• Strong technical aptitude and ability to understand complex solutions, systems, and integrations.

• Experience driving process improvements, operational consistency, and delivery excellence across large teams.

• Proficiency with Microsoft Office tools, especially Excel; Smartsheet experience is a plus.

What Success Looks Like

• Managers are well-prepared, supported, and consistently meet CSI service delivery expectations.

• Implementation teams deliver projects successfully, with strong customer satisfaction and timely issue resolution.

• The organization operates efficiently with clear goals, scalable processes, and well-managed resources.

• Leadership has clear visibility into priorities, progress, and organizational performance.

• CSI continues evolving toward its future-state implementation structure with aligned teams and strong leadership bench strength.

Work Environment

• Fully remote opportunity with flexibility to hire the best talent regardless of location.

• Collaborative leadership role with frequent interaction across internal teams, customers, and senior leaders.

• Travel is expected when needed to support internal meetings, team needs, or key go-live implementations.

As a forward-thinking software provider, Computer Services, Inc. (CSI) helps community and regional financial institutions solve their customers’ needs through open and flexible technologies. In addition to its award-winning core banking platform, these include the latest in lending, digital banking, payments, financial crime prevention and cybersecurity. Building on its 60-year track record of personalized service, CSI is shaping the future of banking and empowering its customers to rival their competition. For more information about CSI, visit www.csiweb.com 

CSI provides rewarding and challenging career opportunities for our employees. When determining your pay, we consider various factors such as your skills, qualifications, experience and location. Along with a competitive salary, this position includes eligibility for incentive awards based on both individual and business performance. We also offer a comprehensive range of benefits. To learn more about our benefits, visit: Benefits Summary

CSI is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, physical and mental disability, marital status, veteran status, or any other characteristic protected by applicable law. If you need an accommodation during the recruitment process, please email us at [email protected] and we will work with you to meet your accessibility needs.

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Visa Sponsorship: We are unable to offer visa sponsorship for this position. Applicants must be authorized to work in the United States without the need for sponsorship now or in the future.