Vice President, Implementation

Job Title: Vice President, Implementation

Estimated Duration: Fulltime

Vice President, Implementation

Purpose and Scope
The Vice President, Implementation provides strategic and tactical leadership to the National Implementation Department (NID), executing on the Implementation vision through the day-to-day operations of a large, geographically distributed team. In this role, the leader continues to evolve the Implementation organization by driving the efficient and profitable delivery of the client onboarding agenda in line with corporate goals, and by leading and developing the Implementation team to deliver an exceptional, industry-leading onboarding experience.
The leader is also expected to develop and drive new Implementation and delivery models, including approaches that accelerate lead-to-cash revenue realization, deepen clients' engagement with solutions from day one, and deliver a differentiated onboarding experience for major accounts. As the executive owner of national Implementation delivery, this leader owns how the organization adopts AI and automation as part of everyday delivery and holds accountability for the overall health, performance, and culture of the function.
Key Deliverables
Strategic Leadership

• Foster a high-performing, engaged culture where Implementation teams are actively involved in the growth and success of the department;
• Provide strategic direction that fosters a positive, inclusive, and respectful work environment, driving strong employee engagement and retention across the national Implementation function;
• Maintain an outward focus and raise industry-leading client satisfaction and onboarding metrics by championing new delivery innovation that creates a differentiated client experience;
• Develop a national delivery framework that pairs exceptional onboarding execution with our local presence across Canada;
• Champion a strong client-first onboarding approach at every level of the organization;
• Maintain and improve client satisfaction, retention, and revenue realization by delivering the highest-quality onboarding consistently;
• Work with senior leaders across the organization to support the company's continued growth in line with market demands, opportunities, and organizational capabilities;

Business Operations

• Drive operational excellence through strong leadership of a high-performing national delivery team and culture;
• Oversee the effectiveness of Implementation operations, standards, and policies across the organization, driving change management and the adoption of new workflows, processes, and technologies, including AI-enabled tools that make onboarding faster and more consistent;
• Deliver operational improvements to systems and processes that improve the client onboarding or Implementation team experience, prioritizing opportunities where AI and automation can take on repetitive work;
• Continually research and benchmark operational and delivery processes to keep our approach to onboarding clients and supporting Implementation staff forward-thinking;
• Partner with Workforce Management to keep national capacity well understood and aligned to sales targets and pipeline, maximizing lead-to-cash velocity;
• Ensure Implementation and company procedures comply with legal and regulatory requirements;

Organizational Development

• Establish strong partnerships across the business, including with Sales, Service, Product, and clients, to understand the current issues and opportunities that relate to onboarding, delivery, and development;
• Direct ongoing staff development through learning programs that address the professional and organizational needs of employees and departments, including building the organization's fluency with AI tools;
• Foster a culture of openness and trust where teamwork flourishes;
• Ensure consistent, high-quality client handoffs as accounts move from Implementation to Service, holding the national standard for this critical milestone;

Talent Management

• Hire, inspire, guide, and assess the performance of Implementation leadership and staff through effective management, while maintaining a growth-oriented and entrepreneurial culture;
• Ensure an effective new-hire experience throughout hiring and onboarding across the Implementation department;
• Set the expectation that AI is part of how the organization works day to day, and coach leaders to bring their teams along with confidence;
• Build and support career plans for high-potential employees that feed into the company's organizational design, growth goals, and succession plans;
• Design and maintain a growing organizational structure and staffing plan to accomplish the department's growth strategy;
• Provide guidance, mentorship, and coaching to the Implementation leadership team, building a strong leader-of-leaders culture within the NID;

AI Augmentation & Ways of Working
We are actively evolving how work gets done through the thoughtful adoption of AI, and the Vice President, Implementation is expected to set the agenda for this shift across the Implementation organization. This is a leadership mandate grounded in a simple belief: AI should support human judgment and improve the client experience, freeing teams to focus on higher-value work.

• Set the direction for an AI-supported Implementation organization, defining where AI and automation create the most impact across onboarding, delivery quality, capacity, and revenue realization;
• Build a culture where using and refining new tools is simply how the team works, and where good judgment is understood as what people bring on top of what AI can do;
• Drive AI fluency and change-readiness across a large, distributed organization, leading through transformation with clarity and empathy while keeping human expertise at the centre of the onboarding experience;
• Establish the governance, guardrails, and cross-functional partnerships with Product, Operations, IT, and People & Culture needed to adopt AI responsibly, with the right human oversight, data privacy safeguards, and compliance;
• Embed data and AI-informed insight into how the organization makes decisions, benchmarks performance, and evolves its operating model to stay industry-leading;

Job Qualifications

• Bachelor's Degree in Business Administration, Commerce, or a related discipline;
• 10-15 years of experience and a proven track record in leading service delivery, operations, or client onboarding teams in a business environment, including experience leading leaders at a national or multi-regional scale;
• Proven experience in people management and coaching, and the ability to foster an environment of high performance and collaboration;
• Exceptional interpersonal and relationship-building skills, and comfortable and effective at public speaking and executive-level communication;
• Innovative and decisive, with a proven ability to drive forward and lead through growth and change;
• Strategic thinking with strong analytical skills and the ability to quickly assess complex situations, identify the key issues, and put clearly defined solutions in place;
• An engaging leadership style that motivates the team and holds them to a high standard;
• Comfort leading in an AI-augmented environment, with a proven ability to set direction, build capability, and guide large teams through changing ways of working;
• Experience with client measurement programs, CRM tools (Salesforce an asset), and business intelligence tools;
• Knowledge of the human capital management (HCM) or payroll space is an asset; familiarity with the suite of products is preferred;

Core Competencies

• Strategic thinking and problem-solving skills, with the ability to promote the value of client onboarding across the organization and provide solutions that accelerate revenue realization and increase client satisfaction;
• The proven capacity to build meaningful relationships in the community and across the organization as an engaged and motivated thought leader;
• Ability to nurture a collaborative working environment through strong leadership, engagement, and alignment to organizational values;
• Superior interpersonal skills, with the ability to lead a large organization and participate as an effective executive team member at a senior leadership level;
• Creative and highly skilled at problem-solving, with the ability to support employee and organizational growth;
• Strong humility and demonstrated experience providing mentorship across the organization;
• A high level of self-awareness, with the ability to communicate effectively with diverse individuals including the executive leadership team, direct reports, staff, and clients;
• Capacity to lead through complexity and change, balancing short-term delivery with long-term operational health and a people-first approach;

Working Conditions

• Hybrid, working in both the office and remote [expectation is 3 days in-office];
• Flexibility in creating your own schedule within business hours, ensuring availability to support the teams and clients;
• Ability to travel from time to time (approximately quarterly) to support national team presence and client relationships;

Reporting Structure
The Vice President, Implementation will report directly to the Chief Operating Officer. This role holds executive accountability for the National Implementation Department (NID), leading the Implementation leadership team and collaborating with Sales, Service, and other teams across the organization to meet company objectives.

This is intended to be an accurate reflection of the current job. The description is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions.