Perks & Benefits:

- Competitive Salary and annual remuneration reviews.
- Health & wellness benefits to support your physical and mental well-being.
- Remote work model with co-working options available.
- Supportive team – Fun, caring colleagues with regular team-building activities and social events.
- Career experiences – Lateral, vertical, and rotational opportunities for development.
- Generous leave – Including birthday leave, a Joy day every quarter, and extra time off over Christmas.
- Paid parental leave – Generous leave, plus continued Super contributions while you’re off.
- A happy, respectful and energetic work environment where 95% of employees recommend working at JobAdder (check out our Glassdoor reviews!)

About the Role:
You will lead the team responsible for taking customers from signed contract to fully adopted, high-value JobAdder users. You will own the onboarding engine—driving time-to-value (TTV), optimizing project throughput, scaling self-serve and automated delivery models, and building the operational frameworks that directly protect NDR and fuel sustainable SaaS growth.

Implementation Delivery & Scale (75% Focus)

- End-to-End Onboarding Governance: Lead new customer implementations from Sales handover through to successful go-live, ensuring clear project scopes, milestone execution, and seamless team handoffs.
- Throughput & Capacity Management: Drive resource allocation, project velocity, and team utilization. You will eliminate delivery bottlenecks, improve predictability, and balance customer demand against team capability.
- Process Automation & Self-Serve Scaling: Develop an agile blend of high-touch, tech-touch, and self-service onboarding. Champion the use of AI, workflow automation, and modern tooling to reduce the cost-to-serve and accelerate customer time-to-value.
- Portfolio Health & Escalations: Serve as the executive escalation point for complex, high-risk, or multi-stream deployments involving data migration,



custom integrations, or technical dependencies.

Strategic Customer Solutioning (25% Focus)

- Solution Architecture & Pre-Sales Alignment: Partner with Sales on complex opportunities to translate prospect workflows into scalable JobAdder solutions, ensuring commitments seamlessly transition into implementation.
- Process Optimization & Adoption: Support Implementation and Customer Success teams with deep-dive workflow redesign, change management, and account optimization to boost platform adoption and expansion.

Operational Leadership & Cross-Functional Impact

- Team Leadership & Performance: Coach and develop a high-performing team of implementation specialists and solutions consultants, establishing clear OKRs, KPIs, SLAs, and a culture of continuous improvement.
- Data-Driven Execution: Use operational metrics and customer insights to forecast resourcing needs, inform executive decision-making, and partner with Sales, Product, RevOps, and Data Migrations to streamline the end-to-end customer journey.

About You:

- Proven SaaS Implementation Leadership: Demonstrated experience running a customer implementation, onboarding, or professional services function within a quick-paced B2B SaaS environment.
- High-Volume & Programmatic Scaling Expertise: A track record of optimizing onboarding velocity, reducing delivery timelines, and building scalable frameworks (including digital/self-serve pathways and process automation).
- Pragmatic Project Management: Strong operational discipline around capacity planning, SLA management,



and queue throughput without overly rigid, bureaucratic enterprise overhead.
- Technical & Solutioning Acumen: Comfortable mapping complex business requirements, advising on workflow design, and navigating data migrations or software integration dependencies.
- People & Change Leadership: Experience coaching cross-functional teams, managing performance metrics, and driving operational change within a growth-oriented SaaS business.

About JobAdder:

At JobAdder, we’re not just another software company — we’re a global leader in recruitment technology. With over 200 passionate team members across 5 countries and 25,000+ users worldwide, we’re reshaping the future of hiring.

Our powerful recruitment management platform empowers companies and agencies to streamline their processes, gain a competitive edge, and connect the right people to the right roles.

We believe recruitment is all about people. Our mission? To help recruiters focus on what really matters — building meaningful, impactful relationships and changing lives — by removing the mundane administrative tasks that slow them down. With JobAdder, we supercharge productivity, increase efficiency, and ensure that recruiters can truly focus on the human side of their work.

We’re on a journey to make recruitment smarter, more joyful, and more efficient for everyone. Our vision is to become the world’s most-loved recruitment platform, and every team member contributes to our success through our core values: Empathy, Customer Focus, Innovation, and Results.

Next Steps:

JobAdder is all about spotting people's potential as well as considering past experiences. We believe this helps us build a more diverse and inclusive team culture. So if you think you have what it takes, but don't necessarily meet every single point on the job description, please still get in touch. We'd love to have a chat and see if you could be a great fit.

📌 Head of Implementation and Customer Solutions (Sydney)
🏢 JobAdder
📍 Sydney