Director of Implementations at Arch

Our CompanyArch is a Series B financial technology company that automates the management of private investments improving access understanding and the human experience of investing across asset classes.Private investments such as venture capital hedge funds and private equity make up roughly 25% of the investment universe. Traditionally investors advisors banks families and managers track hundreds of investments in complicated spreadsheets file folders and busy inboxes. Not only is this tedious and time-consuming but it is rife with opportunity for manual data entry errors inconsistent reporting and lost information. Enter Arch.Arch delivers standardized data documents and insights in a single platform avoiding the need to chase information across dozens or hundreds of portals. Our purpose is to save investors time while empowering them to make more informed investment decisions leading to better financial outcomes.We are a fast-growing dynamic team of 120 serving over 400 clients including several of Americas largest banks families and financial institutions. Weve over doubled the size of the company every year since inception and we are looking to hire in all departments as we scale.About the Role:Arch is hiring a senior leader to own the strategy operating model and outcomes for our full Implementation team. You will lead and scale a team of 60 across multiple layers ensuring consistency speed and exceptional onboarding quality for every client segmentfrom enterprise institutions to family offices and RIAs.Youll drive the roadmap for onboarding excellence: defining processes refining playbooks and building the systems and leadership structure that allow Arch to deliver a world-class experience at scale. Youll partner closely with Client Success Product Data Operations and senior leadership to align priorities strengthen handoffs and improve tooling and workflows across the client journey.This role sits at the center of Archs growth engine. You will surface insights from early-stage implementation increase time-to-value and accuracy and ensure clients start their Arch experience with clarity and confidence. Its a high-leverage cross-functional role for a seasoned operator who brings deep financial services expertise strong judgment and the calm steady leadership required to guide teams through complex client environments.In this Role you will:Own the strategy operating model and outcomes for Archs full Implementation organization ensuring consistency speed and quality across all client segments.Build and develop a high-caliber multi-layer team establishing clear career paths coaching frameworks and performance standards for managers and ICs.Define and refine scalable playbooks processes and systems that enable predictable repeatable and efficient onboarding at scale.Set and maintain a high-performing client-obsessed culture strengthening tools workflows and cross-functional alignment to improve delivery quality and team productivity.Serve as the executive escalation point for our largest and most sophisticated accounts guiding teams through complex client situations and reinforcing trust with senior stakeholders.Instrument dashboards and metrics to monitor onboarding health (time-to-value quality NPS/CSAT SLA adherence) and drive continuous improvement.Partner closely with Client Success Product Data Ops and senior leadership to strengthen handoffs surface insights and shape the roadmap for tooling data excellence and end-to-end client experience.Report on performance risks and strategic needs to executive leadership ensuring the Implementation function is positioned to scale with the business.Who You Are:15 years leading implementation operations client success or service delivery in financial services or private markets5 years building and managing multi-layer teams in high-growth SaaS environments.Deep expertise in alternative investments or wealth/RIAs with a strong understanding of institutional client expectations investment operations and complex data workflows.Proven track record owning enterprise onboarding programs improving time-to-value and driving measurable outcomes at scale.Experienced people leader with success developing managers designing organizational structures and elevating team performance.Systems thinker skilled at building scalable processes anticipating risks and navigating ambiguity with clarity.Executive presence and strong communication able to engage VP/C-suite stakeholders as a trusted partner.Fluency with data workflows Excel and other SaaS tooling; comfortable assessing root-cause issues in client data or processes.Preferred QualificationsExperience implementing software or investment-data workflows within private markets wealth platforms or fund administration.Background scaling or rebuilding an implementation or onboarding function in a high-growth environment.Strong cross-functional instincts with experience partnering closely with Product and Ops on tooling and systems design.Demonstrated ability to coach and uplevel talent at multiple layers of an organization.A Note about us:All of our full-time roles are based onsite at our New York City office where our team thrives on in-person collaboration and dynamic teamwork. Being onsite daily enables us to build strong connections collaborate effectively to solve challenges and foster an engaging environment focused on shipping product and delivering exceptional service to our clients.We encourage applicants currently located in or willing to relocate to the NYC area to join us in this exciting hands-on workspace.Some perks of working for Arch include:Strong Team - Youll be backed by a strong team that consistently exceeds client expectations and ships new products quickly.Your work is high impact - Being part of a small team means you have real responsibility and impact from day one. Youll be involved in discussions that drive the growth and direction of our platform from the very beginning.Product Market Fit - We have strong product market fit exceptionally low churn and have grown mostly organically through word of mouth.Team community and camaraderie - We have enormous trust in each other and always do what we can do to support one another. Were always ready to step in to help.Great office - weve invested in a great space for the Arch team to come together at 18th and Park in Manhattan (the old Buzzfeed / NYT headquarters).Lunch is on Us - Grab lunch on us while youre in the office and take a break to laugh brainstorm or just hang out with your teammates over a meal.Required Experience:Director Key Skills Crisis Management,Marketing,Public Relations,Fundraising,Media Relations,Constant Contact,Strategic Planning,Social Media Management,Team Management,Public Speaking,Wordpress,Writing Skills Employment Type : Full-Time Department / Functional Area: Operations Experience: years Vacancy: 1 Monthly Salary Salary: 160 - 225