Director, Implementation & Delivery

About Avoca

Avoca is transforming how home service companies engage with their customers. Our AI-powered conversational agents handle every high-value inbound call, including booking jobs, qualifying leads, and driving higher revenue, all at a speed and consistency unmatched by human call centers.

We’ve expanded to 100 employees in under two years, backed by a high-energy, in-office culture across our NYC headquarters and Santa Barbara office. In a $500B market where missed calls mean lost business, we’re building the category-defining platform for AI-driven customer engagement.

We’re serving the largest brands in home services, and grew 10x in 2025. With a high-performance, in-office team in NYC, we’re moving fast to capture a massive, underserved market where 85% of missed calls go to competitors. Every hire here has an immediate and visible impact.

About the Role

As Director of Implementation & Delivery, you will define and lead the post-sales delivery function at Avoca, from owning the strategy, operations, and team responsible for onboarding enterprise clients and deploying new products with precision and speed. Reporting directly to our Head of Customer Success, this is a senior leadership role with direct influence on client outcomes, revenue retention, and the long-term scalability of our go-to-market engine.

You will set the vision for how Avoca delivers world-class implementations across a growing and increasingly complex client portfolio. Partnering closely with Sales, Product & Engineering, and Customer Success leadership, you will architect delivery processes that scale with the business, elevate the client experience, and create a foundation for repeatable, high-quality outcomes.

What You’ll Do

• Build, lead, and scale a high-performing implementation team. Establish a culture of accountability, continuous development, and operational excellence.
• Define the delivery strategy for client onboarding and product implementation, ensuring alignment with Avoca’s revenue goals, product roadmap, and client segmentation.
• Architect scalable delivery processes, playbooks, and enablement programs that accelerate time-to-value across client cohorts.
• Own resource planning and capacity management, ensuring the team is structured to meet demand while maintaining quality and velocity.
• Establish and lead the post-sales handoff framework in partnership with Sales leadership, ensuring seamless transitions from close to kickoff with clearly defined requirements and success criteria.
• Serve as the executive sponsor for at-risk and strategic implementations, engaging directly with C-suite stakeholders at key accounts to resolve escalations and protect revenue.
• Drive cross-functional alignment with Product, Engineering, and Customer Success to advocate for product investments that improve implementation outcomes and client satisfaction.
• Build and operationalize performance management frameworks, including dashboards, KPIs, and reporting, to measure client health, project delivery, and team effectiveness.

What You’ll Bring

• 8-12 years of progressive experience in implementation, professional services, or technical delivery within B2B SaaS, including 5 years in people leadership roles managing and scaling teams. Startup experience is highly preferred.
• Demonstrated success building and developing high-performing teams in technical, client-facing functions with a track record of attracting, retaining, and promoting top talent.
• Deep operational expertise in delivery management, including process design, capacity planning, and performance measurement.
• Proven ability to drive organizational change, implement scalable frameworks, and deliver measurable improvements in efficiency, quality, and client satisfaction.
• Exceptional executive presence with the ability to command credibility with C-suite stakeholders, navigate complex escalations, and influence cross-functional priorities.
• Strong strategic thinking balanced with enthusiasm to operate hands-on during critical moments.

Who You Are

• A builder and operator at heart. You’re energized by standing up new functions, systematizing what works, and iterating relentlessly.
• A strategic leader who thrives in high-growth, high-ambiguity environments and is motivated by outsized impact.
• A thoughtful communicator who distills complexity into clarity for technical and non-technical audiences alike.
• Deeply collaborative, with a natural instinct for forging alignment across Sales, Product, Engineering, and Customer Success.
• In-office, engaged, and eager to lead from the front at our NYC location full-time.

Benefits

• Comprehensive medical, dental, and vision insurance
• Company-sponsored 401(k) through Vestwell
• Flexible PTO plus U.S. federal holidays
• Daily in-office lunch through Parkday
• Dinner covered when working late
• Commuter support including transit reimbursement and late-night rideshare
• Standing desks and workspace accommodations available on request
• All core tools and software provided

Why Avoca

Avoca is building a category-defining company at the center of a massive, underserved market. You will join a senior leadership team that values speed, ownership, and craftsmanship—where your work will have a direct and visible impact on the trajectory of the business. If you are looking for a role where you can shape the strategy, build the team, and define how an industry-leading company delivers for its clients, this is it.

Compensation: The expected base salary for this role is $190,000-$240,000 with final compensation based on experience, skills, and qualifications determined during the interview process. Avoca’s total compensation package includes base salary, bonus, equity, and a comprehensive suite of benefits and perks. Our Recruiting team will share the full details as you progress through our hiring process.