---
title: 'Director, Implementation & Professional Services at ROLLER'
canonical: 'https://feeny.ai/job/director-implementation-professional-services-roller-austin-jfxj1mw555wq'
type: 'job'
last_seen: '2026-09-26'
---

# Director, Implementation & Professional Services at ROLLER

- **Company:** ROLLER
- **Location:** Austin, TX
- **Posted:** 2026-09-18
- **Last confirmed live:** 2026-09-26
- **Apply:** https://job-boards.greenhouse.io/roller/jobs/5241768007

## Job description

## About ROLLER

ROLLER is not your average software-as-a-service company. With a global presence in over 30 countries, we're here to bring some excitement to the leisure and attractions industry and make a difference! Our mission is to help businesses operate smoothly and create fun and memorable guest experiences by providing seamless ticketing, point-of-sale, self-serve kiosks, memberships and digital waiver processes.

But here's the best part: our team. We're a group of 300+ highly passionate, enthusiastic, and down-to-earth professionals located all around the world who are all working together to build something truly remarkable. We're aiming high and believe that the possibilities are endless. As we continue to grow globally, we're excited to write our success story and have fun along the way.

We genuinely love what we do, and we're looking for like-minded people to join us on this amazing journey. If you're ready to be part of a dynamic team and make a real impact, come aboard, and let's create some unforgettable experiences together at ROLLER!

## About the Role

ROLLER builds the software that runs the world's most memorable venues: trampoline parks, water parks, zoos, wake parks, museums, and family entertainment centers across the US, UK, and Australia. We're growing fast, backed by top-tier investors, and still early enough in our journey that the people who join now will shape what comes next.

As Director, Implementation & Professional Services, you'll take the reins of a strong, high-performing team across AMER, EMEA, and APAC, owning how every new ROLLER customer goes from signed contract to fully live, trained, and set up to succeed. You’ll also build the professional services programs that help them run their business more profitably long after go-live. This is a function we treat as a genuine growth lever where your team's impact shows up directly in new and expansion revenue, not just satisfaction scores. You'll report to the CRO and help shape the decisions that determine how ROLLER grows its customer base globally. That means a capable team already in place, a mandate to build rather than maintain, and the latitude to define what best-in-class implementation and professional services look like for a company still writing its own playbook.

Based in Austin, you'll work from our office three days a week with two flexible remote days, giving you valuable in-person time with your team and cross-functional partners without losing the autonomy experienced leaders expect. If you're drawn to global leadership scope, a growth-stage company where your fingerprints will be on the outcome, and an industry built around genuinely fun customer experiences, we want to hear from you.

## What You'll Do

- Strategy: Develop and execute a strategy for the customer training & implementation organization, aligning with the overall company objectives.
- Process Design: Design and implement efficient and scalable processes to not only implement ROLLER, but train technical and non-technical users on how to use, manage and maintain the ROLLER platform.
- Ongoing Customer Training: Create ongoing training programs that help to drive future product adoption and deflect support tickets.
- Professional Services:  Evolve ROLLER's Professional Services practice from its current early-stage foundation into a scaled, mature function as we grow, owning the playbooks that guide customers in designing high-performing guest-facing programs, pricing models, and operations that maximize revenue.
- Continuous Improvement: Data-backed and technology enabled approach to identifying and proactively addressing challenges in team operations, efficiencies, and program execution.
- Develop a Performance Based Culture: Drive a culture of execution and speed to deployment, while maintaining the highest level of quality and customer service.
- Customer Experience Optimization: Drive segment-specific initiatives that enhance the overall customer experience that exceeds expectations of SMB, Mid-Market, and Enterprise clients.
- Role-Specific Expertise: Develop a team of both technical and training experts through hiring, role definement, and ongoing training of the team to ensure they are the most knowledgeable resources in ROLLER.
- Cross-Functional Collaboration: Collaborate with other department leaders to ensure a seamless flow of information and feedback
- Product Alignment: Establish a process with the Product Organization to provide feedback from implementation engagements and also ensure your team are enabled, and processes are up to date on all new features in the roadmap.
- Metrics and Reporting: Establish key performance indicators (KPIs) and regularly report on the performance of the support organization, identifying areas for improvement.

## About You

You are an entrepreneurial and innovative leader with a proven track record of success in customer success, or onboarding operations. With a minimum of 10 years of implementation or onboarding experience, including at least 5 years in a leadership role overseeing customer success or onboarding organizations, you bring a wealth of knowledge to the table. Your strategic mindset allows you to develop and execute a vision for the customer training and implementation organization that aligns seamlessly with the overall company objectives. Your expertise lies in designing and implementing efficient processes to address both technical and non-technical customer profiles.

- You bring 10+ years of customer success, customer support and /or onboarding experience.
- 5+ years in a people leadership role overseeing global customer success organizations.
- Proven track record of designing and implementing onboarding and implementation processes for technical products.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Experience in developing customer facing training programs.

Perks!

- You get to work on a category-leading product that customers love in a fun, high-growth industry - check our [Capterra](https://www.capterra.com/p/164715/ROLLER/reviews/) and [G2](https://www.g2.com/products/roller-software/reviews#reviews) reviews.
- Team member Assistance Program to proactively support our team's health and wellbeing - access to coaching, education modules, weekly webinars, and more.
- Office located in Austin’s vibrant East Side
- 16 weeks paid Parental Leave for primary carers and 4 weeks paid Parental Leave for secondary carers
- Work with a driven, fun, and switched-on team that likes to raise the bar in all we do.

## About ROLLER

## Company Overview
- **One-liner**: ROLLER provides cloud-based venue management software for leisure and attractions businesses, helping them streamline operations and deliver better guest experiences.
- **Entity Type**: Private (Series unknown; total funding $110M from Insight Partners, J.P. Morgan, and Acadian Software)
- **Headquarters**: Austin, Texas, USA
- **Founded**: 2010
- **Founders**: Not publicly available (founders not named in provided sources)

## Core Business
- **Primary industry/industries**: Venue management software for leisure, entertainment, and attractions (trampoline parks, family entertainment centers, bowling, karting, museums, zoos, etc.)
- **Target customers**: B2B – mid-market to enterprise venues (3,000+ venues globally)
- **Mission or purpose statement**: “To help create experiences that bring joy and happiness to the world by building technology for leisure and attractions businesses.” [roller.software/about-us](https://www.roller.software/about-us)

## Products & Services
- **ROLLER Platform**: All-in-one cloud-based SaaS including POS, online ticketing, digital waivers, payments, memberships, parties & group bookings, capacity management, reporting & analytics, self-serve kiosks, guest surveys, and HQ multi-site management. [roller.software/company-facts](https://www.roller.software/company-facts)
- **ROLLER iQ**: AI-powered assistant (launched November 2025) providing data insights, recommendations, and automated reporting within the platform. [roller.software/company-facts](https://www.roller.software/company-facts)
- **Guest Experience Agent**: Always-on AI chat for guest inquiries and bookings (part of May 2026 product launch). [roller.software](https://www.roller.software/)
- **ROLLER Capital**: Access to funding for venue operators (announced May 2026). [roller.software](https://www.roller.software/)

## Market Standing
- **Valuation/Market Cap**: Not disclosed (private company)
- **Key Metric**: Total funding raised – $110M (seed $3M in 2017, Series B $7M in 2018, $50M led by Insight Partners in 2023, $50M from Insight Partners and J.P. Morgan in 2025) [roller.software/company-facts](https://www.roller.software/company-facts)
- **Annual transaction volume**: $5B processed annually; 5M+ monthly bookings; 150M+ annual experiences created [roller.software](https://www.roller.software/)
- **Notable Investors/Partners**: Insight Partners, J.P. Morgan, Acadian Software; 60+ integration partners, 30+ service partners [roller.software/company-facts](https://www.roller.software/company-facts)
- **Growth Signals**: 300+ employees globally; 3,000+ venues served across Americas, EMEA, APAC; acquisitions of Active8 Software (2022), BookNow Software (2023), Volare Karting Software (2025); SOC2, PCI-DSS, GDPR compliant; AWS well-architected certified. [roller.software/company-facts](https://www.roller.software/company-facts)

## Competitive Advantages
- **Purpose-built for attractions**: Unlike generic POS or ticketing systems, ROLLER is tailored for leisure venues with features like waiver management, session-based capacity, and party booking.
- **All-in-one platform**: Replaces multiple tools (POS, ticketing, CRM, payments, memberships) reducing operational complexity.
- **Global scale and compliance**: SOC2, PCI-DSS, GDPR compliant with data centers in US, EU, AU – critical for international venue operators.
- **AI innovation**: Early mover with ROLLER iQ and Guest Experience Agent, embedding intelligence directly into operator workflows.
- **Strong partner ecosystem**: 60+ integrations and 30+ service partners create stickiness and reduce churn.

## Strategic Focus
- **AI and automation**: Continued investment in AI-powered features (Guest Experience Agent, ROLLER iQ) to reduce manual workload for venue operators.
- **Capital solutions**: ROLLER Capital offers financing to help venues grow, strengthening customer loyalty and platform dependency.
- **Global expansion**: Offices in Austin, Melbourne, Sydney, London, Basingstoke, San Jose (Costa Rica), and San Francisco – supporting 33 countries.
- **Product velocity**: Regular major launches (May 2026 launch with loyalty, AI chat, and enhanced analytics) to stay ahead of competitors.

## Why Work Here
- **Culture**: 93% of employees say it’s a great place to work (Great Place to Work® certified, 2025). [greatplacetowork.com](https://www.greatplacetowork.com/certified-company/7051388)
- **Values**: Collaborative, high-performing, supportive; emphasis on enjoying the journey and celebrating wins together. [roller.software/people-and-culture/careers-jobs](https://www.roller.software/people-and-culture/careers-jobs)
- **Remote/Hybrid Policy**: Distributed global team across 11 countries; flexible working environment. [roller.software/people-and-culture/careers-jobs](https://www.roller.software/people-and-culture/careers-jobs)
- **Benefits**: Learning budget for courses/certifications, up to 16 weeks paid parental leave, location-specific medical benefits, global Employee Assistance Program (EAP). [roller.software/people-and-culture/careers-jobs](https://www.roller.software/people-and-culture/careers-jobs)
- **Hiring Process**: Clear, respectful, and thoughtful; multiple steps designed to assess skills and culture fit; candidates can apply for multiple roles. [roller.software/people-and-culture/careers-jobs](https://www.roller.software/people-and-culture/careers-jobs)

## Sources
1. [roller.software/company-facts](https://www.roller.software/company-facts)
2. [roller.software/about-us](https://www.roller.software/about-us)
3. [roller.software](https://www.roller.software/)
4. [roller.software/people-and-culture/careers-jobs](https://www.roller.software/people-and-culture/careers-jobs)
5. [greatplacetowork.com](https://www.greatplacetowork.com/certified-company/7051388)

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