Hi Marley is looking for an inspiring and strategic Director of Implementation and Enablement to lead our implementation organization and build on the foundation of our services offering. This team is responsible for delivering seamless and high-value onboarding experiences, ensuring our Property & Casualty (P&C) insurance clients achieve maximum value from our platform from the start. You’ll be accountable for driving operational excellence at scale, ensuring customers realize value quickly while developing a team that’s collaborative, high-performing, and obsessed with doing what’s right for the customer.

Beyond leading day-to-day implementation delivery, you’ll ensure the right people, processes, and structures are in place so that every implementation runs smoothly and shapes the future of how Hi Marley supports customers through the services we offer. You’ll lead from the front, coach your team, and work cross-functionally to create a unified and lovable customer experience. Teamwork and shared enthusiasm is a core part of our culture, which is why this role involves joining us in the Boston office for two days each week.

Key Responsibilities

• Drive consistency and excellence in execution across projects, including customer kickoff, solution delivery, and handoff to Customer Success and Account Management.
• Deliver consultative onboarding experiences that solve real business problems and ensure optimal integration of Hi Marley into carrier workflows.
• Build trusted relationships with customers and cross-functional leaders.
• Foster a strong team culture rooted in problem-solving, ownership, growth mindset, and empathy.
• Serve as a senior escalation point for complex implementation scenarios
• Operationalize and continuously improve our implementation framework and methodology, ensuring high-quality delivery and consistency.
• Champion the voice of the customer in internal conversations
• Execute against a defined services framework, with opportunities to recommend enhancements based on delivery insights, understanding of carrier needs, and company direction.
• Identify patterns across engagements to improve delivery processes, onboarding timelines, and team efficiency.
• Collaborate with internal stakeholders to contribute feedback that enhances product adoption, integration support, and onboarding readiness
• Monitor implementation KPIs and support reporting on team performance, delivery outcomes, and customer relationship health

Qualifications

• 10+ years of experience in enterprise SaaS delivery, consulting, or implementation leadership
• 5+ years of people management experience, including managing cross-functional or customer-facing teams
• Experience in the P&C insurance industry is required — with a deep understanding of carrier process / workflows
• Strong consultative mindset — able to guide customers through change, ask the right questions, and enable them to be successful
• Proven success building and scaling implementation or services teams in high-growth environments
• Exceptional project management abilities, with a history of successfully managing multiple implementations simultaneously.​
• Strong problem-solving skills and the capacity to navigate complex client environments effectively.​
• Excellent communication and relationship-building skills, capable of engaging with both technical and non-technical stakeholders.​
• Demonstrated experience partnering with Sales, Product, and Engineering on customer needs, roadmap feedback, and solution design
• Ability to lead teams who speak to both technical and business audiences