Director, Customer Implementation

Job DetailsJob Location: Jacksonville, FL 32256Who are we?
At MBO we give people the control to do the work they love the way they want.
We’re leading the future of work by building a best-in-class platform for independent professionals and leading enterprise organizations. MBO Partners is a deep job platform that connects and enables independent professionals and micro-business owners to do business safely and effectively with enterprise organizations. While we’ve been in business for more than 20 years, we treat each day as an opportunity to help innovate, collaborate, and shape the future of work for our enterprise and independent clients.
By joining our team, you’re helping build and lead the next way of working and contributing directly to our platform roadmap and vision.

Why should you apply?
If you're looking for a place to expand your skills and grow your experience, this position offers an opportunity for individuals who love working with a team in a fast-paced and evolving environment, are cool under pressure, love feedback, take challenges head-on and strive for perfection in everything they do.
Position Purpose: The Director, Client Implementation leads to the successful onboarding and implementation of new client partnerships, ensuring a seamless transition from sales to long-term service delivery. This role oversees the planning, execution, and optimization of implementation projects, working closely with cross-functional teams to deliver solutions that meet client requirements, timelines, and quality standards. The Director, Client Implementation serves as a strategic partner to clients, providing guidance, managing expectations, and proactively addressing risks to ensure an exceptional implementation This position is responsible for defining best practices, strengthening operational processes, and driving continuous improvement to maximize client satisfaction and organizational efficiency.

Responsibilities:
Client Onboarding & Program Launch


Lead the full implementation lifecycle for new client programs, from kickoff through transition to ongoing operations. 
Conduct discovery sessions to understand client workforce requirements, workflows, compliance obligations, and program objectives. 
Develop customized implementation plans, schedules, and deliverables based on client needs and contract terms. 
Facilitate technical and operational setup, including vendor management systems (VMS), background checks, onboarding workflows, and reporting tools. 


Cross-Functional Leadership


Partner with Sales, Operations, Technology, Legal, and Finance to coordinate implementation activities and ensure alignment. 
Define roles, responsibilities, and communication plans across teams to support efficient project execution. 
Identify and mitigate risks, escalating issues when necessary to maintain timelines and service quality. 
Facilitate cross-organizational collaboration with VMS providers, MSP partners, and other external partners to ensure seamless integration, consistent communication, and a effective and comprehensive program solution for clients.


Client Relationship Management


Serve as a trusted primary point of contact during implementation, providing guidance, proactive communication and updates, and strategic recommendations. 
Manage client expectations, ensuring transparency, clarity, and responsiveness throughout the onboarding process. 
Build strong relationships that support a smooth transition to the operations team and long-term client success. 


Process Improvement & Best Practices


Develop and refine implementation playbooks, checklists, templates, and workflows to drive consistency and efficiency. 
Monitor program performance post-launch to identify opportunities for optimization and continuous improvement. 
Support organizational initiatives related to technology enhancements, quality assurance, and operational scalability. 


Performance Management & Reporting


Track progress against implementation milestones.
Prepare and present status reports and launch summaries to internal and client leadership. 
Ensure compliance with contractual requirements, regulatory standards, and company policies


Requirements:


Bachelor’s degree in business or related field (or equivalent experience). 
7+ years of experience in the staffing industry, workforce solutions, MSP/RPO, AOR/EOR or talent acquisition operations. 
5+ years of Operational client facing experience
Strong analytical and problem-solving abilities. 
Proven experience leading large-scale client implementations or complex project management initiatives. Demonstrated analytical and project management skills
Strong understanding of staffing processes, compliance requirements, and contingent workforce management technologies/VMS such as Beeline, Fieldglass, VNDLY.
Exceptional communication, presentation, and relationship-building skill