Director, Implementation Services & Operations
Denver, CO Implementation
Job Type

Engrain has transformed the way people find, lease, and manage properties. Engrain provides a holistic suite of mapping solutions built specifically for the real estate industry to provide stunning unit-level map visualizations that integrate with countless websites and property tech applications. Our revolutionary, unit-level map data and interactive visuals within our SightMap, TouchTour and Asset Intelligence product lines allow both property owners and prospective renters to drive revenue.   

As our Director of Implementation Services & Operations, you will have the opportunity to be a critical part of Engrain’s growth engine and collaborative environment. Our 2022 and 2023 goals require us to completely transform our team structures and processes, augmenting them with innovative technologies to streamline delivery and create a best-in-class SaaS experience for customers.

Reporting to the SVP of Implementation Services and Operations, you will lead the transformation effort related to the design, delivery, and support of the SightMap product. This includes direct management responsibility for the Implementation, Quality Assurance, Content, Configuration, Integration, and Customer Support teams. In addition, you will have indirect influence over the Marketing, Sales, and Customer Success teams, collaborating with the respective senior leaders to ensure mutually-shared SightMap revenue, margin and operating expense goals are met. 

Who you are...

  • Proactive and solutions-oriented problem solver
  • Analytical and data-driven decision maker
  • Tech savvy, including experience implementing solutions such as robotic process automation, systems orchestration, e-commerce, and application integrations tools
  • Builder and motivator of cohesive, high-performing teams 
  • Customer-oriented with experience designing processes to meet the needs of different customer segments
  • Able to thrive in a dynamic, fast-paced, change management environment  

What you’ll do…

Operational and Delivery Excellence

  • Optimize process, cost, and talent by addressing inefficiencies, establishing discipline, and instilling a sense of urgency around team operations
  • Develop key performance indicator dashboards to measure, monitor, and report on SightMap performance (personnel, delivery timeline adherence, financials, etc.)
  • Capture and leverage customer feedback to inform future product enhancements and process improvements 
  • Continuously improve SightMap employee training, processes, and tools to scale product development and delivery 
  • Create and maintain implementation schedules and timelines to ensure critical milestones are met for the products purchased
  • Partner with senior leaders of other business departments involved with the marketing, selling, design, delivery, and support functions of SightMap to mitigate challenges associated with communications, personnel, and process

People Leadership

  • Build and reinforce a strong, performance-oriented team and culture
  • Create organizational structures that optimize the customer experience and scale alongside the business
  • Coach and mentor managers and individual contributors, growing talent value and performance outcomes
  • Create robust training materials and procedures for Sightmap employees 

Technology Leadership

  • Steer outcome-based transformation decisions aligned to our strategic goals and objectives
  • Rationalize and evangelize a fresh technology vision for both customers and teams
  • Implement new technology to create time and cost efficiencies, and generate maximum value throughout product implementation processes and the customer onboarding experience

What you offer us…

  • Bachelor’s degree or equivalent experience
  • PMP or other related certification(s) obtained or in progress
  • 10+ years of experience working in software implementation, customer success and/or project management 
  • Ability to understand technical subjects and emerging technologies and relevance to the marketplace
  • Excellent organizational, project management, analysis, and communication skills
  • Track record of building partnerships, influencing and leading strategies across cross-functional teams

What we offer you...

  • Salary Disclosure for Colorado: minimum base salary of $130,000-150,000. Final offer amount is determined by factors including years and depth of candidate’s experience, certifications, and skill set alignment to the job requirements
  • 100% coverage of employee’s health, dental and vision insurance with basic plan
  • 2-10 weeks of paid parental leave + additional paid and unpaid leave options
  • Up to 18 days annually of PTO & 8 holidays per year
  • Dog-friendly office
  • 401k match up to 4 percent
  • Annual stipend for personal growth through our Grow450 program
  • On-site amenities include a professional fitness center, flexible & modern workspace, coffee bar, happy hour taps & team member lounge

Engrain’s Values - Our success is built upon...

  • Focus
  • Trust
  • Service
  • Design
  • Tenacity

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or any other legally protected status.