Implementation Lead

Implementation Lead

About UrbanPiper

About the Role

Responsibilities:

People Leadership

• Lead and manage Onboarding Managers across India, MENA, UK, and US/CAN — day-to-day guidance, coaching, and career development
• Act as the primary escalation point for the team on complex projects, technical challenges, or at-risk accounts
• Monitor team workload and capacity; allocate accounts based on complexity, region, and bandwidth
• Build scalable onboarding frameworks — templates, playbooks, and documentation — that work across geographies while allowing for regional nuance (local integrations, compliance, POS ecosystems)
• Support the team through periods of growth, driving consistency as headcount and account volume scale
• Own team-level reporting on time-to-go-live, time-to-first-value, implementation health, and capacity planning for leadership

Enterprise Implementation (Direct IC Ownership)

• Personally own end-to-end implementation for top-tier/enterprise accounts — kickoff through go-live and handoff to Customer Success
• Lead kickoff calls, onboarding sessions, and structured training for enterprise stakeholders
• Manage relationships at the customer's leadership level; translate business requirements into technical configuration with Product/Engineering
• Support complex or multi-country integrations (POS, API, ERP) directly, including for accounts your team is running
• Build and track detailed project plans for multi-location/multi-market rollouts; identify risk early and drive mitigation

Cross-Functional & Process

• Own the handoff quality between Sales and Implementation
• Partner with Customer Success, Support, Product, and Engineering to remove blockers and improve launch outcomes
• Drive continuous improvement of onboarding workflows to reduce time-to-go-live across all regions
• Represent Implementation in leadership/business reviews — pipeline, risks, and regional trends

What We're Looking For

• 5+ years in implementation, technical onboarding, or project management in SaaS — foodtech/restaurant tech strongly preferred
• Prior experience managing or leading a team, ideally distributed across regions/time zones
• Demonstrated ability to personally run complex, enterprise-level implementations — not just oversee others doing it
• Strong stakeholder management skills, comfortable with customer leadership and internal cross-functional teams, especially bridging Sales and Onboarding
• Working knowledge of APIs, POS, or ERP integrations; comfortable in technical conversations with engineering
• Experience managing multi-country or multi-market rollouts, given the India/MENA/UK/US-CAN team footprint
• Comfortable operating with ambiguity in a fast-paced, high-growth environment
• Proficiency with project management tools (Jira, Asana, Notion, or similar)
• Bachelor's degree in Business, Engineering, or related field (or equivalent experience)

Nice to Have

• Experience working across India, MENA, UK, or North American markets
• Background in restaurant/retail/delivery tech

What Success Looks Like in the First 6 Months

• Fully ramped on UrbanPiper's product, implementation playbooks, and tooling
• Built relationships with each regional Onboarding Manager (India, MENA, UK, US/CAN) and completed a review of their active pipeline
• Taken direct ownership of at least one enterprise account's implementation

• Published or refined a standardized implementation playbook usable across all four regions
• Established a regular cadence of 1:1s and pipeline/capacity reviews with the team
• Visible movement on team-wide Time to Go-Live, with a clear view of where regional bottlenecks exist

• Personally delivered at least one enterprise implementation end-to-end, on time and at full contracted scope
• Demonstrated measurable improvement in team TTGL and/or Revenue Realisation Rate against the pre-hire baseline
• Tightened the Sales-to-Implementation handoff process, with fewer scope surprises at kickoff
• Clear successor/backup identified for at least one regional Onboarding Manager, reducing key-person risk