Job Overview
Location
Canada
Job Type
Full-time
Category
Operations Manager
Date Posted
February 28, 2026
Full Job Description
📋 Description
- • As the Director, Implementation & Services at Zipline, you will be instrumental in shaping the future of how our rapidly growing SaaS company delivers exceptional customer experiences from onboarding through to ongoing technical success. This senior leadership role is pivotal in guiding new customers through seamless, strategic, and impactful deployments, ensuring every rollout is a testament to Zipline's commitment to transforming frontline work. You will set the strategic direction for customer onboarding and technical account management, leveraging cutting-edge AI and agentic technologies to drive efficiency and elevate the entire customer journey.
- • Your primary focus will be on ensuring that every new customer experiences a world-class Zipline launch. This encompasses the entire lifecycle, from initial planning and meticulous configuration to post-launch optimization. You will be responsible for building and scaling the systems and processes that support these implementations, ensuring they are robust, efficient, and designed for future growth. This role demands a visionary leader who can not only manage but also innovate within the implementation and services domain.
- • You will lead and inspire a high-performing team comprising Implementation Managers, Implementation Engineers, and Technical Account Managers. These individuals are the frontline champions who work directly with our diverse customer base. Your leadership will empower them to excel in designing intricate workflows, configuring complex systems, meticulously mapping business requirements to Zipline's capabilities, managing critical integrations, and ultimately delivering outstanding, measurable results that drive customer value.
- • Beyond team management, you will be a key strategic voice within Zipline. You will influence organizational priorities, contribute to high-level strategic planning, and cultivate a team culture that is deeply customer-obsessed, proactive, accountable, and committed to continuous improvement. Your ability to forecast team capacity, manage resources effectively, and plan for significant scale will be critical to Zipline's sustained growth.
- • A significant aspect of this role involves championing and driving the adoption of AI and agentic workflows across the entire implementation lifecycle. You will identify high-impact opportunities to automate manual efforts, accelerate time-to-value for our customers, and enhance consistency and quality at scale. This requires a forward-thinking approach to leverage technology for transformative change.
- • You will design and oversee intelligent automation initiatives that streamline critical onboarding tasks. This includes automating configuration processes, data mapping, integration setup, and customer communication, thereby freeing up your team to focus on more strategic and consultative activities. Your prior experience in deploying AI-assisted or agentic tooling in implementation or professional services settings will be invaluable in leading Zipline's transformation with confidence and credibility.
- • Collaboration with Product and Engineering teams will be essential. You will partner with them to evaluate, integrate, and optimize AI-powered tools within our implementation workflows. This could range from automating project management tasks to implementing intelligent customer-facing guidance systems. Establishing clear metrics and feedback loops to measure the impact of these AI initiatives on implementation speed, team capacity, and overall customer experience will be a key responsibility.
- • You will oversee all new customer onboarding projects, ensuring they are completed successfully, on time, and within scope. This involves guiding your team in coordinating project tasks, managing complex timelines, and maintaining transparent communication with both customers and internal stakeholders. Ensuring project scope and requirements are clearly defined, meticulously tracked, and delivered to exceed expectations is paramount.
- • Your team will be responsible for leading clients through sophisticated workflow design, system configuration, and phased rollouts, ensuring that the implemented Zipline solutions align perfectly with industry best practices and customer objectives. Maintaining exceptionally high levels of customer satisfaction through responsiveness, thorough communication, and proactive, ongoing engagement is a core tenet of this role.
- • You will also oversee the technical design and implementation of customer solutions, including complex integrations, data feeds, and platform configurations. Partnering cross-functionally with Product, Engineering, and Account Management teams is crucial to ensure customer needs are met with Zipline's evolving product capabilities.
- • Guiding your team to provide proactive technical support, swiftly resolve issues, and identify opportunities for continuous optimization will be a daily focus. You will ensure Technical Account Managers build deep, consultative relationships with customer stakeholders, positioning themselves as trusted technical advisors.
- • Furthermore, you will collaborate closely with Sales and Solutions Engineering on scoping and pre-sales planning for intricate retail deployments. Working hand-in-hand with Customer Success ensures seamless transitions from the implementation phase to steady-state account management. You will also be the voice of Implementation & Services in leadership discussions, contributing to company-wide strategy and cross-departmental planning, and partnering with Support to ensure proper documentation and handoffs.
🎯 Requirements
- • 8+ years of experience in software implementation, professional services, or technical account management, preferably in a SaaS environment and ideally with retail as a vertical.
- • 4+ years of experience managing and developing teams in customer onboarding, implementation, or technical services, including experience leading team leads or managers.
- • Demonstrated experience adopting and operationalizing AI tools, agentic workflows, or intelligent automation within an implementation or professional services context.
- • Proven ability to communicate, present, and influence credibly and effectively at all levels of the organization, including executive stakeholders.
🏖️ Benefits
- • Remote-first culture: Join a high performing, fully remote team and work where you're comfortable.
- • Stock Options: Get meaningful ownership in a fast-growing, venture-backed company shaping the future of retail.
- • Time Off: Flexible time-off policy and a monthly stipend to work from your favorite spot.
- • Benefits: World-class medical, dental, and vision policies.
- • Sabbatical: A one month paid sabbatical after completing five years of working at Zipline.
- • Volunteering: Every quarter, Zipliners get a paid day off to volunteer for a nonprofit of their choice.
Skills & Technologies
Remote
About Highlightta Inc.
Highlightta provides AI-driven video clipping and automated highlight generation for sports, esports, and creator content. The platform ingests live or archived streams, detects key moments using computer vision and audio cues, and delivers ready-to-publish clips for social media. Customers include leagues, teams, broadcasters, and influencers seeking faster turnaround and higher engagement. Core features cover multi-stream support, customizable branding, real-time sharing APIs, and analytics dashboards that track clip performance across TikTok, Instagram, Twitter, and YouTube.
