Senior Implementation Leader
Delivery is our first impression, and we believe it sets the stage for the entire partner relationship. We don't just "set up software" or “onboard clients”; we deliver a working solution that ensures our enterprise partners reach a successful outcome through a positive, high-value experience. AireXpert is seeking a SaaS Delivery Leader to own the end-to-end implementation lifecycle for our global enterprise partners. We've built an implementation process that works; now we need a leader to formalize it, scale it, and own it. This is a manager & contributor role. You will manage a small team of implementation specialists, lead partner implementations yourself, and build the trainable framework that allows us to grow without degrading the experience we deliver. You will be on the front lines with customers, holding timelines, navigating stakeholders, and setting the bar for what great delivery looks like at AireXpert.
About AireXpert
AireXpert is tech startup in Buffalo, NY that is here to transform the way aircraft maintenance operations occur within an airline. Built exclusively for aircraft operators, our one-of-a-kind digital platform, combines project management and communications technology that connects all maintenance stakeholders and amplifies performance like never before. AireXpert is here to enhance ethical standards to the industry while providing outstanding customer service.
Our crew has gained significant traction with airline brands that you rely on to fly and we’re always giving them tools to transform how they operate. We now have a loyal customer base with high-growth opportunities ahead of us and want you to join our journey!
Key Responsibilities Include
Build and Own the Delivery Framework
- Take our current implementation process and formalize it into a clean, documented, step-by-step playbook with clear ownership and SOPs for each stage.
- Create the management structure (accountability, tracking & status check-ins) that allows the team to run projects with full transparency and no surprises.
- Continuously assess and improve the process; identify what's working, what isn't, and iterate.
Lead Implementations End-to-End
- Serve as the primary point of contact for partner implementations, driving each from kickoff to successful (adoption & engagement) go-live within the 90-day target.
- Lead discovery sessions, configuration demos, training sessions, and stakeholder check-ins. Both on-site and remotely.
- Hold customers accountable to their deliverables and timelines; hold internal teams accountable to theirs. Be the person who makes things happen.
- Act as the bridge between what customers want and what we can deliver, prioritizing must-haves over nice-to-haves to protect scope and timelines.
Manage and Develop the Team
- Lead, coach, and develop a small team of Implementation Specialists.
- Assess team members' skill levels and create structured development plans to close gaps.
- Teach and enforce the delivery framework you build. The team executes to your standard.
Internal Advocacy
- Represent customer delivery needs internally; clearly communicate priorities and push back when unreasonable demands threaten timelines.
- Work cross-functionally with Sales, Product / IT, and Contracts to resolve blockers and ensure a seamless customer experience.
Qualifications & Requirements
Experience: 5+ years in Enterprise SaaS delivery, implementation management, professional services, or a closely adjacent field.
Expectation-setting and Accountability: You can hold a customer to a deadline with confidence and professionalism, and do the same with an internal team.
Executive Presence: You present well to senior stakeholders, communicate clearly under pressure, and can 'sell' a plan as credibly as you execute one.
Structure and Process Orientation: Deadlines, documentation, and organized systems are not something you've learned to tolerate; they're how you naturally operate.
Social resilience: You're not rattled by pushback, scope requests, or difficult personalities. You remain composed and keep things moving.
**You Must Become a Subject Matter Expert**
- Industry Knowledge: Existing aviation experience is a plus, but a genuine curiosity about how airlines operate and a willingness to invest serious time learning is the real requirement. Do not assume what worked in another industry will work here.
- Technical familiarity with our software: You must become a SME on the AireXpert Operating System. You need to be comfortable enough to configure it, demonstrate real world use-cases, and teach how it solves problems airlines face.
Characteristics
Persistent and thick-skinned; Initial resistance doesn't slow you down.
Organized to a fault; you track everything, follow up on everything, and let nothing fall through the cracks.
Humble and curious; you ask questions before assuming, and you're not afraid to say 'I don't know yet.'
A coach & player; you don't step back from execution.
Results
- Drive adoption within the first 30 days of each project.
- Sustain and grow engagement over a 90 day implementation timeline.
- 90-day implementation target met consistently across all active projects.
- 3 to 4 concurrent implementations managed simultaneously without degraded partner experience.
- A documented, trainable delivery framework in place that does not rely on any individual's tribal knowledge.
- Team skill levels improving over time; clear development plans in place for each team member.
Additional Benefits:
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Benefits at a glance
At AireXpert, we’re committed to the wellbeing and success of our team. We are proud to offer benefits that help you to feel and do your best.
Time off to rest and recharge
At our company, we prioritize giving employees ample time to rest and recharge because we understand that well-rested individuals are more productive, creative, and engaged in their work. This approach not only enhances the quality of their output but also fosters a positive work environment, contributing to overall job satisfaction and employee well-being. Life is about more than work.
ESOP - Employee share ownership
At AireXpert, we embrace the Employee Stock Ownership Plan (ESOP) as it fosters a culture of ownership and commitment among employees, encouraging them to contribute more meaningfully to the company's success. By having a stake in the business, employees are more likely to be invested in its growth and performance, aligning their personal goals with the long-term objectives of the company.
Healthcare coverage
Providing healthcare coverage to employees demonstrates a company's commitment to their well-being and job satisfaction, fostering a supportive and productive work environment. We've found that it helps to attract top talent, enhance employee retention, and reduce absenteeism due to health-related issues.
401K with company match
AireXpert makes a meaningful contribution to our employees' futures by offering a robust 401(k) plan. This not only demonstrates our investment in their long-term financial security and well-being but also enhances employee satisfaction and loyalty, as they know we are equally invested in their success beyond the workplace.