Senior Director- Implementation

Role Name: Senior Director – Implementation

At Kapture CX, we are looking for a Senior Director – Implementation in our Implementation team.

Who are we?

Kapture CX is a leading SaaS platform that helps enterprises automate and elevate customer experience through intelligent, AI-powered solutions. We partner with enterprises across industries to bring scalable automation and insight-driven efficiencies to their CX operations. Over a thousand clients across 18 countries have used Kapture's products to enhance their customer experience, including Unilever, Reliance, Coca-Cola, Bigbasket, Meesho, Airtel Payments Bank and Cathay Pacific. Kapture delivers industry-specific solutions powered by AI, tailored workflows, and seamless automation.

Kapture CX is headquartered in Bangalore and we have offices in Mumbai and Delhi/NCR in India, in addition to offices in the USA, UAE, Singapore, Philippines and Indonesia.

What is this role all about?

You will lead the team in our implementation team that turns every signed contract into a live, value-delivering deployment. As Senior Director – Implementation, you will own how Kapture's largest enterprise clients go live — building the team, the playbook, and the muscle that makes it happen faster every quarter.

Sounds interesting?

Here's a more detailed description of what you will do in this role:

• You will lead and scale the Implementation team, hiring, mentoring, and building the next layer of leaders who can run complex enterprise deployments independently.
• You will personally own delivery for Kapture's some of strategic and high-stakes accounts, stepping in as the senior escalation point when timelines, integrations, or stakeholders need a steady hand.
• You will build and continuously refine the playbooks, timelines, and quality benchmarks that every implementation runs on — so go-lives get faster and more predictable as we scale across 18+ countries.
• You will partner closely with Sales, Customer Success, Product, and Engineering to ensure nothing gets lost in the handoff from "deal closed" to "client live," and that implementation learnings flow back into the roadmap.
• You will work directly with client stakeholders — including CXOs at enterprises like — to scope solutions, manage integrations, and de-risk complex rollouts.

This is a Bangalore-based role. We work five days a week from the office, as we believe in-person interactions fuel innovation and agility.

What does success look like in this role?

Enterprise clients go live faster, with fewer surprises, and your team operates with increasing autonomy — freeing you to focus on the accounts and decisions that need a senior leader's judgment.

What would make you a good fit for this role?

Here are the basic requirements:

• You have 10-15+ years of experience in implementation or delivery leadership at a B2B SaaS or enterprise software company.
• You have at least 5 years of experience managing implementation and 2 years of AI Delivery ideally across multiple geographies.
• You have led complex, multi-stakeholder enterprise deployments involving integrations like CRM, telephony, or APIs.
• You are comfortable splitting your time between hands-on account delivery and building scalable team processes.

What are the most critical skills for this role?

• You can build and operationalize implementation playbooks, methodologies, and quality benchmarks from scratch — not just follow existing ones.
• You have strong technical fluency and can hold your own in conversations on APIs, integrations, and enterprise architecture.
• You have the executive presence to operate as a trusted advisor to client CXOs while being a credible peer to internal leadership.
• You can hire, coach, and retain strong delivery talent, and build a bench of leaders under you.

You will have an advantage if you:

• You have prior experience in CX, CRM, or customer support technology platforms.
• You have delivered implementations in regulated or high-stakes verticals like BFSI, Retail, or Travel.
• You have experience scaling an implementation function during a high-growth phase, not just running a mature one.
• You have worked with global enterprise clients across multiple countries and time zones.

Why should you be interested?

Here's what you will gain from this role:

• You will get to build and shape Kapture's implementation function at a stage where your decisions directly define how it scales — not inherit a function that's already set in stone.
• You will work with category-leading enterprise brands across industries, giving you exposure to some of the most complex CX transformation problems in the market.
• You will be part of a fast-growing, globally recognized CX platform with a clear path to take on a larger leadership mandate as the company scales.

Does this sound like you?

Click the Apply button to let us know!