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The Director of Operations will be responsible for leading and scaling three critical functions: Implementations – The team responsible for delivering successful Abacum implementations for new customers; Customer Support – The team ensuring timely, high-quality support and resolution for existing customers; Partners Enablement & Support – The function responsible for enabling and supporting our implementation partners so they can successfully deploy Abacum. This is a highly strategic and operational leadership role. You will ensure customers go live successfully, achieve value quickly, and receive world-class ongoing support, while building scalable processes and a high-performance team.
Job Responsibility:
Own the end-to-end implementation strategy and delivery framework
Ensure projects are delivered on time, within scope, and with high customer satisfaction
Define and continuously improve implementation methodology, tooling, and best practices
Drive standardization and scalability while maintaining quality
Build and manage a high-performing support organization
Define SLAs, KPIs, and performance standards
Improve resolution times, customer satisfaction, and operational efficiency
Establish structured feedback loops with Product and Engineering
Design and execute the partner onboarding and certification framework
Ensure partners are properly trained and capable of delivering successful implementations
Provide ongoing support and governance to implementation partners
Build scalable documentation and knowledge-sharing systems
Lead, coach, and develop managers and individual contributors
Define clear performance metrics across implementations and support
Build forecasting capacity and resource planning models
Drive continuous improvement and accountability
Requirements:
10+ years of experience implementing enterprise software solutions
5+ years leading and scaling teams (implementation, consulting, or operations)
Strong background in top-tier consulting firms (Big 4 or similar), implementing complex software solutions
Direct experience with FP&A platforms is mandatory (e.g., Anaplan, Adaptive, Pigment, Workday FP&A, etc.)
Experience working with Office of the CFO stakeholders
Strong operational mindset with structured thinking
Ability to scale processes without losing quality
Experience leading customer-facing teams with revenue impact
Excellent executive communication skills
Ability to operate in a fast-growing, Series B environment