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 contract-to-kickoff handoffs, realistic scoping, and clear client expectations from day one

Work closely with Product and Engineering to surface implementation-blocking issues and feed client learnings back into the product roadmap

Coordinate with Customer Success on post-go-live handoff protocols to protect client relationships and retention

Client & Stakeholder Engagement
Lead client-facing kickoff meetings, executive business reviews, and escalation calls with confidence and professionalism

Maintain working knowledge of core banking system nuances (Corelation Keystone, Jack Henry Symitar, Fiserv, and others) to ensure implementation plans are technically grounded

Build trusted relationships with client leadership that extend beyond individual projects

Strategic Contribution
Partner with the COO to define the implementation team's organizational structure, headcount plan, and operating model as Bankjoy scales

Contribute to capacity planning, resource allocation, and implementation scoping assumptions in partnership with Sales and Finance

Identify opportunities to templatize and productize recurring implementation work to reduce delivery cost and improve consistency

 
 
What You Bring
8+ years of implementation, onboarding, or professional services experience — specifically within fintech, digital banking, or core banking environments; candidates without this background will not be considered

Deep understanding of how financial institutions operate, including familiarity with core banking systems, digital banking platforms, and the unique compliance and operational constraints of banks and credit unions

5+ years of people management experience leading a team of implementation managers or project managers — this is a required qualification, not a nice-to-have

Demonstrated track record of building and developing high-performance implementation teams, not just managing existing ones

Proven ability to identify and remove blockers — cross-functional, technical, and client-side — with speed and ownership

Demonstrated track record of improving implementation delivery metrics (time-to-live, go-live rate, client satisfaction) at scale

Exceptional project management fundamentals with the ability to manage a portfolio of complex, multi-stakeholder projects through your team

Executive presence and communication skills — able to represent Bankjoy credibly at all levels of a client organization, including C-suite at financial institutions

Proven track record of handling escalations directly and effectively — you don't pass the problem, you own the resolution

Experience building or significantly improving implementation processes, playbooks, and team operating rhythms

Comfort operating in a high-growth, resource-constrained environment where process-building is part of the job

 
 
Nice to Have
Familiarity with credit union core banking systems (Corelation, Jack Henry, Fiserv or similar)

Experience with digital banking conversions or multi-product implementations

Experience working with credit unions or community banks

Experience managing multi-vendor implementation projects

PMP, PMI, or equivalent project management certification

🎁 What You Get
A fast-paced and collaborative environment 

Competitive compensation

Stock options at a well-funded startup

We cover 100% of medical, dental, and vision premiums for individuals on our base plan, with significant contributions toward all other plan options (USA).

We cover 100% of extended medical, dental, and vision premiums for you and your family under our single, comprehensive plan (Canada).

Retirement plan with 4% company matching

8 weeks paid parental leave for birthing parents, 4 weeks for non-birthing

3-5 weeks PTO depending on tenure

5 health days

15 holidays

End of year shutdown

Performance-based bonuses

Remote first culture
 

⚖️ Equal Employment Opportunities at Bankjoy
Bankjoy is committed to hiring talented and qualified individuals with diverse backgrounds for all of its tech, non-tech, and leadership roles. Bankjoy provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability.

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