Implementation Director (Boston)

At Hi Marley, we’re not just a technology company—we’re on a mission to revolutionize the insurance industry with our conversational platform that makes communication simple, efficient, and delightful. Built for carriers, powered by SMS, and designed by insurance experts, Hi Marley connects people through seamless, friendly conversations that save time, money, and hassle. Our platform helps insurance carriers strengthen customer relationships while streamlining operations. With a focus on collaboration, coaching, and powerful analytics, we deliver the insights insurance teams need when they need them—creating a smooth, frictionless experience for customers along the way.

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

Who We Are:
Hi Marley has three core values that are the foundation of our company culture, which every employee embodies:

• Max Courage - we encourage our team, our customers, and their customers to dream big, try new ideas and maximize impact by measuring risk.
• Be Humble – we lead with appreciation and promote a culture of humility, compassion and openness to learn from anyone, anywhere.
• Ubuntu “I am because we are” - we believe true success is much bigger than any single individual or company. By aligning our individual aims behind a shared purpose we can achieve our fullest potential, together.

Benefits and Perks:
On top of an exciting, supportive and intellectually curious workplace, we provide:

• Full benefits package for employees working 30+ hours per week, including parental leave, a matching 401k program, and medical, dental, vision, disability, and life insurance.
• Open vacation policy - we all work hard and take time for ourselves when we need it
• Competitive salary and generous stock options - we all get to own a piece of what we’re building
• A fun, lively startup culture
• Core values-based leadership
• A culture of employee engagement, diversity and inclusion
• Ample opportunities to learn and take on new responsibilities in a fast-paced, growth-mode startup

Hi Marley is proud to be an equal employment opportunity employer. We celebrate diversity and do not discriminate based on gender, sexual orientation, gender identity, religion, race, veteran status, disability status, or any other characteristic protected by applicable law. We are committed to building an inclusive work environment representing a variety of backgrounds, perspectives, and skills, where all employees are encouraged to be their authentic selves.

Hi Marley participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. For more information, please review the documents under E-Verify Poster here: