About Appriss Retail

Appriss Retail is the leading provider of data and analytics solutions with over two decades of retail data science expertise. We provide AI-driven analytics and real-time, integrated recommendations focused on identifying and mitigating theft, fraud, and abuse, while shaping positive experiences for profitable consumers. Used by more than half of the Top 100 omnichannel retailers covering one-third of all U.S. omnichannel sales across 150,000 locations, the company’s SaaS solutions improve retail profitability by reducing fraud and abuse, minimizing ecommerce claims and appeasements, and preventing losses caused by employee theft and turnover.

In 2024, Appriss Retail was recognized as the “Fraud Prevention Solution Provider of the Year” by RetailTech Breakthrough Awards Program, honoring the world’s best in the retail tech industry. Notable customers span many sectors and include Nike, Pep Boys, Best Buy, Costco, Louis Vuitton, Home Depot, Petco, and many more.

About the Role

As a Senior Director of Implementation, you will lead a global team of implementation engineers, ensuring successful implementations of the Appriss Product Suite for our enterprise retail brand customers. In this role, you will seek to understand and direct both business and technical solutions for a variety of implementations and technical projects in an effort to streamline and optimize the process. In partnership with the Director of Project Management, you and your team will generate timelines, estimate costs, and ensure projects meet the needs of the customer, as well as Appriss Retail business objectives. This role is in the Customer Success and Services Organization and reports to the Chief Customer Officer.

Responsibilities

• Lead strategic direction, make decisions and solve complex problems to move the business forward 

• Manage and provide strategic technical direction for an integrated team of 30+ implementation and QA engineers.

• Manage and provide strategic direction for 40+ concurrent SaaS implementation projects

• Ensure the timely and successful implementation of solutions for major retailers globally. 

• Maintain a strong understanding of Appriss Retail’s products, APIs, basic concepts in Azure, data pipelines and data models. 

• Continuously look to improve implementation processes, integration techniques and automation to reduce implementation time and errors.

• In partnership with R&D, explore new, innovative solutions to implement our product offerings and assist with change management and enablement. 

• Collaborate with Project Management and Customer Success teams to implement solutions efficiently and effectively, driving long-term value for our customers.  

• Regularly communicate with internal and external stakeholders to answer technical implementation and architecture design questions. 

• Maintain and report on KPIs and resourcing needs for the implementation function to internal leadership.

• Domestic and international business travel (up to 25%), predominantly planned in advance to work with your global team

Skills & Requirements 

• Experience leading technically complex SaaS implementation and professional services teams for enterprise level customers globally. 

• Experience working in a leadership capacity orchestrating successful and highly complex implementations for the top 100 retailers/brands and large, enterprise customers.

• Exceptional leadership qualities with a high degree of emotional intelligence and empathy. 

• Operationally-focused and solution-oriented with passion for mentoring and inspiring teams.

• In-depth technical knowledge of APIs, Azure, queues, pub/sub, data pipelines, and data models.

• Experience optimizing use of project management, customer management and other tools such as JIRA, Salesforce and others.

• Expertise in communicating with internal and external stakeholders with varying technical and non-technical backgrounds. 

• Industry experience working in retail tech, returns management, fraud, loss prevention or Card-not-present (CNP) fraud

• Strong relationship skills, with the ability to work within all levels of a customer organization.

• Critical thinking and problem-solving skills to drive solutions for customers.

• Ability to thrive within a fast-paced environment that continues to evolve. 

Benefits 

Appriss Retail offers competitive benefits including medical, dental, and vision coverage; immediate vesting 401(k) plan with employer matching, unlimited paid time off for salaried employees, and well-being support including gym reimbursements, a subscription to Calm – Meditation and Sleep app, and paid leave for new parents and family care. As a hybrid global community, we also offer a remote work-first environment empowering our people to work wherever suits their lifestyle.