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Ben is a benefits platform that connects the entire benefits ecosystem to create better outcomes for employers, employees, brokers, and providers.
As Head of Implementation, you will build the foundations for scalable enterprise implementation. You will transform how Ben delivers to enterprise customers by rebuilding the operating model, standards, and reusable components around AI agents—a rare opportunity to redesign live enterprise delivery at scale.
Key responsibilities:
- Transform the implementation function from people-dependent delivery to an AI-native operating model. Define what agents can own versus where humans stay in the loop, then rebuild the team's workflow so repeatable work runs itself while your team focuses on judgment and relationships.
- Own the ARR launched through your team. Ensure builds land on promised dates at consistent quality standards, from initial enterprise conversations through go-live.
- Lead 8–10 Implementation Managers through this transformation. Hire, develop, and retain delivery talent; build internal leaders; create the bench for continued growth.
- Establish partner-led delivery standards. As the partner operation scales, set enablement, standards, and oversight so partner-led builds match your own quality bar.
- Be the trusted executive voice when builds get difficult. Hold relationships with customer sponsors, make tough calls, and see complex programs through.
- Make the wider business faster. Partner with commercial, customer, and product leaders so the customer journey is seamless before, during, and after implementation, and so your team's learnings shape what Ben sells and builds.
The role offers genuine scope: implementation at Ben has a strong foundation but no fixed ceiling. You decide what this function becomes. The work is complex—global enterprise customers, deep integrations, data-heavy builds, and benefits logic that varies by country. You'll work with large enterprise brands like BA, EY, Mondelez, and Octopus Energy, where your team's quality is felt by hundreds of thousands of people daily.
Requirements:
- Proven track record building and scaling a delivery, implementation, or professional services function in a B2B SaaS company. You can demonstrate measurable improvements: reduced time-to-go-live, improved delivery quality, increased customer capacity per team member.
- Led enterprise delivery programs: multi-country or multi-entity initiatives with deep integration and data work, long timelines, and C-suite stakeholder management. You understand large-organization dynamics, common delay sources, and how to hold dates when customer-side slips occur.
- Built and led teams. You have hired, developed, and retained delivery professionals, including people who lead others. You can name individuals who are measurably better for having worked with you and have navigated difficult conversations.
- Technical credibility in integrations, APIs, data mapping, and configuration logic. You can assess whether technical answers make sense and know which decisions belong to you versus your team.
- Experience taking a delivery organization through an AI shift. You have decided what machines own versus what people own, carried teams and customers through that change, and have conviction about what implementation looks like when agents handle repeatable work.
- Carried a commercial number: revenue going live, delivery margin, retention in launched accounts. You are comfortable in enterprise sales conversations, setting scope and timelines you are then held to.
Nice-to-haves:
- Domain expertise in benefits, HR, or payroll—or another field where data volumes and compliance rules both matter and mistakes show up in tangible ways.
- Technical background in solutions engineering, pre-sales, or technical support alongside implementation.
- Experience setting up professional services or delivery partners and holding them to your quality standards.
