Head of Customer Implementations, Global

Who we are Employment Hero is on a mission to make employment easier and more valuable for everyone. Our Employment Operating System brings hiring, HR, payroll and benefits into an all-in-one solution. Since our inception in 2014, we’ve scaled to a $2 billion valuation and gained a presence in 6 countries globally - Australia, New Zealand, Singapore, Malaysia, the UK and Canada. We now service over 300,000 businesses and more than 2 million employees. The EH Way At Employment Hero, we’re proud of our unique DNA, which we call The EH Way. 1. We are Mission First - everything we do (from what we work on, to how we allocate capital and where we focus) is driven by our Mission 2. We are Remote First - we champion a remote environment with a preference for asynchronous communication and a high degree of autonomy 3. We are AI First - we are committed to using AI to accelerate our mission; AI is not just a tool, it’s a fundamental part of how we operate, innovate, and scale 4. We are Apolitical - we do not take a position on political or social topics, unless it relates to our Mission 5. We Live by Our Values - we role model our values 100% of the time 6. We Expect High Performance - we set a high standard and we’re not satisfied with being average This role The Head of Customer Implementations is responsible for designing, leading and scaling the global Implementations function to ensure new and expanding customers are onboarded successfully, realise value quickly, and experience a seamless transition into long-term Customer Success. As a senior leader within the Customer Value organisation, the Head of Customer Implementations drives operational excellence, global standardisation, and cross-functional alignment to improve time-to-value, customer satisfaction, and retention. Your key focus areas will be:

• Sets and executes the global implementations strategy, ensuring consistent, high-quality delivery across regions at scale.
• Reduce time-to-value and increase early-life adoption/retention.
• Lead a high-performing, engaged, and well-retained global implementations workforce.
• Strong cross-functional collaboration and seamless handoffs across the customer lifecycle.
• Successful deployment and measurable impact of AI/automation in implementation delivery.

As our Head of Implementations, you’ll be responsible for Leadership & People Management

• Lead, coach, and develop regional Implementations leaders and teams to build a high-performing, delivery-centric, customer-first organisation.
• Define global structure, role clarity, capacity models, and career pathways across regions to ensure consistent delivery outcomes.
• Establish a scalable leadership cadence, performance expectations, and talent development framework for a distributed implementation workforce.
• Drive workforce planning, professional development, succession planning, and hiring strategy to support global growth.
• Foster a collaborative, accountable culture focused on quality, pace, and measurable customer value.

Global Implementations Strategy & Operating Model

• Design and deploy a globally-standardised, tiered implementation service model aligned to segment, complexity, and channel.
• Own the global implementation roadmap, including customer journey design from “sold” to “live” and handover into Customer Success.
• Define clear standards for scoping, project governance, change control, and go-live readiness across all regions.
• Develop specialisation and capability strategy (e.g. enterprise vs SMB delivery, payroll/HRIS specialisation, integrations/technical streams).
• Ensure implementations are tightly aligned with broader Customer Value strategy and regional commercial priorities.

Delivery Excellence & Quality at Scale

• Oversee global delivery performance to ensure implementations are delivered on time, to scope, and to quality standards.
• Establish and continuously improve best-practice delivery frameworks, methodologies, templates, and playbooks.
• Implement global QA and governance processes that proactively manage risks, dependencies, and escalations.
• Drive reductions in time-to-value, rework, and delivery variability through data-led continuous improvement.
• Ensure compliance with internal standards, contractual obligations, privacy, and regulatory requirements across regions.

Operational Excellence, Metrics & Insights

• Standardise and optimise the global implementations tech stack (e.g., Salesforce/PSA tools, project dashboards, knowledge base).
• Own global implementations KPIs including time-to-go-live, on-time delivery rate, CSAT, implementation NPS, effort burn vs. plan, and post-go-live health indicators.
• Build forecasting and capacity planning models that enable proactive resourcing and reliable delivery commitments.
• Use customer and delivery insights to identify systemic issues and drive resolution with Product and Platform teams.

Stakeholder Management & Cross-Functional Alignment

• Partner with Sales, Presales, Product, Platform Solutions, Education, Support, and Customer Success to ensure a frictionless end-to-end customer journey.
• Act as the executive implementations voice in senior forums, translating delivery needs and customer feedback into roadmap and process improvements.
• Ensure strong pre-sales to implementation handoff, with accurate scoping, expectation setting, and risk identification.
• Serve as executive sponsor for strategic/enterprise implementations and escalations as required.

Commercial Impact & Customer Value

• Drive implementation outcomes that directly improve retention, adoption, and expansion potential.
• Partner with Customer Success to ensure implementation outputs accelerate product adoption and reduce early-life churn.
• Contribute to pricing, packaging, and services strategy to optimise margin, scalability, and customer outcomes.
• Improve customer reference-ability and advocacy through world-class onboarding and go-live experiences.

AI, Automation & Innovation

• Lead strategic integration of AI and automation across the global Implementations function to improve speed, accuracy, and predictability.
• Partner with Product, Data, and Engineering to embed AI-enabled delivery tools (e.g. intelligent scoping, risk prediction, automated project comms).
• Champion responsible AI use to scale personalisation and efficiency while maintaining governance and human oversight.
• Build team capability in AI-enabled delivery workflows and measurement of impact.

Who you are To thrive at Employment Hero, you’ll need to embody The EH Way - operating with focus, agility, and an obsession with impact. For this role, you’ll also bring:

• 10+ years in SaaS / HRIS / payroll / enterprise software implementations, professional services, or customer onboarding environments, including multi-product or platform-based delivery.
• 5+ years leading senior, multi-layered teams, ideally across multiple regions/time zones.
• Proven track record designing and scaling implementation operating models in high-growth, global SaaS businesses.
• Demonstrated ownership of portfolio delivery performance (time-to-go-live, CSAT/NPS, effort vs. plan, adoption outcomes).
• Strong enterprise implementation and program leadership experience, including executive sponsorship of strategic accounts.
• Experience improving services economics (cost-to-serve, margin, utilisation, tiering) while lifting customer outcomes.
• Hands-on experience driving cross-functional change across Sales, Product, Support, and Customer Success.
• Experience embedding automation/AI or digital delivery approaches into onboarding/implementation workflows (or leading comparable scale-enablement initiatives).

What we can offer At Employment Hero, we don’t just talk about a better way to work - we live it. Joining Employment Hero means:

• You will work remotely, with the flexibility to own your time and impact.
• You will access cutting-edge tools to amplify your work, knowledge and outputs.
• You’ll surround yourself with ambitious, outcome-driven colleagues who challenge you to do the best work of your life.
• You’ll also have access to a wide range of benefits that includes: WFH office expense budget, outstanding learning & development opportunities, and our EH Work App provides discounts on health insurance, gym memberships, groceries, fuel, electronics, homewares, wellbeing, travel and more!

At Employment Hero, we are committed to safeguarding the privacy of your application data. To understand how we do so, you can read our Applicant Privacy Policy here: https://employmenthero.com/legals/applicant-policy/ Employment Hero celebrates diverse perspectives and experiences, we invite people of all backgrounds and identities to apply for this position.