---
title: 'Director, Implementation at Upshop'
canonical: 'https://feeny.ai/job/director-implementation-upshop-miami-florida-united-states-mississauga-ontario-qmxegdwgt3cm'
type: 'job'
last_seen: '2026-09-11'
---

# Director, Implementation at Upshop

- **Company:** Upshop
- **Location:** Miami Florida United States Mississauga Ontario, Canada
- **Work type:** remote
- **Posted:** 2026-08-03
- **Last confirmed live:** 2026-09-11
- **Apply:** https://job-boards.greenhouse.io/upshop/jobs/5201656007

## Job description

## About Upshop

Upshop is the market leader in Total Store Operations solutions for the Grocery and C-Store markets. We offer an AI-powered, SaaS platform connecting Fresh, Center, eCommerce, and DSD department operations to deliver a simplified, smarter, more connected store experience. Customers running Upshop realize significant improvements in sales, shrink, food safety and sustainability across the entire store. 150+ retail chain accounts trust our software in over 30k+ stores, 9 countries, and 3 continents.

## Role Overview

Upshop is seeking a Director of Implementation to lead our Implementation organization and drive successful customer deployments across our Total Store Operations platform.

This leader is responsible for developing and mentoring a high-performing team of Implementation Managers and Consultants while ensuring customers achieve successful business outcomes throughout their implementation journey.

The ideal candidate combines enterprise SaaS implementation leadership with a strong understanding of retail operations, preferably within grocery, convenience, or food retail environments. This individual will serve as a trusted advisor to customers, a mentor to implementation leaders, and a key contributor in scaling Upshop's Professional Services organization.

The Director of Implementation will also lead the evolution of Upshop's implementation practices, championing automation, AI-enabled delivery capabilities, and operational excellence initiatives that improve efficiency, accelerate customer outcomes, and create a more scalable and consistent delivery model.

## Key Responsibilities

## Team Leadership & Talent Development

- Lead, mentor, and develop a team of Implementation Managers, Senior Consultants, and Implementation Consultants.
- Foster a culture of accountability, continuous learning, collaboration, and customer obsession.
- Establish clear performance expectations, coaching programs, career development plans, and succession strategies.
- Drive implementation methodology adoption, process consistency, and operational excellence across the team.
- Partner with Professional Services leadership on organizational planning, hiring, onboarding, and workforce development.
- Develop implementation Centers of Excellence and reusable delivery assets that scale knowledge across the organization.
- Lead the ongoing evolution of Upshop's implementation methodology, delivery frameworks, and best practices.
- Identify opportunities to leverage automation, AI, and digital tooling to improve implementation efficiency, consistency, and customer outcomes.
- Foster a culture of innovation and adoption of emerging technologies that enhance customer delivery.
- Establish measurable delivery standards and KPIs focused on customer adoption, implementation quality, operational efficiency, and team development.

Customer Engagement & Delivery Leadership

- Serve as an executive sponsor and escalation point for strategic customer implementations.
- Build trusted relationships with customer sponsors, operational leaders, IT stakeholders, and executive teams.
- Ensure customer objectives, adoption goals, and success metrics are clearly defined and achieved.
- Guide implementation teams through complex deployments, organizational change initiatives, testing, launch activities, and post-launch adoption.
- Lead risk identification, mitigation planning, and issue resolution efforts across the implementation portfolio.
- Partner closely with Customer Success to ensure smooth transitions from implementation to long-term customer adoption and value realization.
- Collaborate with Sales and Solution Consulting to ensure customer expectations, implementation strategies, and success criteria are aligned from project inception.

Implementation Excellence

- Own implementation delivery standards, methodologies, playbooks, and best practices across the organization.
- Drive consistency across project planning, discovery, solution design, configuration, testing, training, launch, and hypercare activities.
- Capture lessons learned and continuously improve implementation frameworks and operational processes.
- Ensure implementations are delivered on time, within scope, within budget, and aligned to customer business outcomes.
- Establish governance models that improve visibility, accountability, risk management, and delivery quality.
- Partner with PMO leadership to improve delivery governance, forecasting, resource planning, and project execution.
- Drive continuous improvement initiatives that reduce implementation timelines while maintaining exceptional customer outcomes.

Technical Leadership

- Maintain deep knowledge of Upshop's platform architecture, data structures, integrations, and implementation requirements.
- Provide guidance on solution architecture, data migration, system configuration, integration strategy, and technical deployment approaches.
- Support complex integrations involving ERP, forecasting, inventory, ordering, POS, DSD, EDI, eCommerce, and other retail technology ecosystems.
- Partner with Product and Engineering to improve implementation tooling, onboarding workflows, automation capabilities, and customer enablement resources.
- Develop organizational expertise around modern cloud technologies, data platforms, integration frameworks, and scalable implementation approaches.
- Maintain working knowledge of Microsoft Azure technologies, including Azure SQL Database, Azure Cosmos DB, APIs, data integration patterns, and cloud-based application architectures.
- Champion the use of AI-enabled tools to improve project delivery, testing, documentation, training, knowledge management, customer onboarding, and internal operational efficiency.
- Leverage data and analytics to identify trends, improve delivery performance, and enhance customer outcomes.

Operational Leadership

- Monitor implementation portfolio health through operational, financial, and customer success metrics.
- Oversee implementation forecasting, staffing, utilization, and capacity planning.
- Support Statement of Work reviews, implementation estimates, change requests, and delivery commitments.
- Ensure resource allocation aligns with strategic priorities and customer commitments.
- Provide executive reporting on implementation performance, customer health, delivery risks, and organizational trends.
- Partner across Product, Support, Customer Success, Sales, and Professional Services to continuously improve the end-to-end customer experience.

Required Qualifications

- Bachelor's degree in Business, Information Systems, Computer Science, Supply Chain, Retail Operations, and/or related field/experience.
- 5+ years of experience leading enterprise software, SaaS, or technology implementations.
- 3+ years of people leadership experience managing implementation, consulting, delivery, or professional services teams.
- Proven experience leading customer-facing delivery organizations supporting enterprise customers.
- Demonstrated success building, mentoring, and developing high-performing teams.
- Strong knowledge of SaaS implementation methodologies and software deployment practices.
- Experience managing multiple concurrent implementations and complex customer engagements.
- Exceptional communication, stakeholder management, executive presentation, and relationship-building skills.
- Strong analytical, problem-solving, and decision-making capabilities.
- Ability to travel up to 25%.

## Preferred Qualifications

- Grocery retail, food retail, convenience retail, or store operations experience strongly preferred.
- Experience with forecasting, ordering, inventory, supply chain, fresh operations, DSD, merchandising, workforce management, or store execution solutions strongly preferred.
- Experience with Microsoft Azure technologies, including Azure SQL Database, Azure Cosmos DB, cloud data platforms, and enterprise integration architectures.
- Strong understanding of data architecture, system integrations, APIs, EDI, and enterprise application ecosystems.
- Experience leveraging AI-enabled tools, automation platforms, or emerging technologies to improve operational efficiency and customer outcomes.
- Working knowledge of SQL, databases, Excel, and analytical tools.
- Experience with Salesforce, Zendesk, Jira, Wrike, or similar enterprise platforms.
- Experience scaling implementation organizations within high-growth SaaS environments.

Success Profile

The successful candidate:

- Is a people-first leader who develops teams, mentors future leaders, and creates a culture of accountability and continuous improvement.
- Builds trust with customer executives and serves as a strategic advisor throughout the implementation journey.
- Understands grocery and retail operations and can translate customer objectives into scalable implementation strategies.
- Balances strategic leadership with hands-on execution when customer success requires it.
- Uses metrics and data-driven decision making to improve delivery performance and customer outcomes.
- Embraces innovation and continuously seeks opportunities to modernize implementation practices through automation, AI, and scalable delivery frameworks.
- Drives cross-functional alignment while maintaining a relentless focus on customer value realization.

## About Upshop

## Company Overview
- **One-liner**: Upshop provides an AI-powered, SaaS-based Total Store Operations platform that helps food retailers streamline forecasting, ordering, production, and inventory optimization across fresh, center-store, DSD, and eCommerce departments.
- **Entity Type**: Private (part of Invafresh following a 2024 merger)
- **Headquarters**: Austin, Texas, United States
- **Founded**: 1989 (as Application Development Consultants, Inc.)
- **Founders**: Not publicly available (evolved through multiple acquisitions and a merger)

## Core Business
- **Primary industry**: Food retail technology / Grocery technology
- **Target customers**: B2B – grocery retailers, convenience stores, and food retailers (serving 450+ retailers in 50,000+ stores across 35+ countries)
- **Mission or purpose statement**: To deliver a simplified, smarter, more connected store experience that helps retailers improve sales, reduce waste, enhance food safety, and empower associates.

## Products & Services
- **Total Store Operations Platform**: An AI-powered SaaS platform that synchronizes Fresh, Center, DSD (Direct Store Delivery), and eCommerce operations. Includes modules for:
  - **Fresh Operations (FreshIQ®)**: Forecasting, ordering, production planning, and inventory management for fresh departments.
  - **eCommerce Fulfillment (ShopperKit)**: Omnichannel order management and fulfillment orchestration.
  - **Center Store**: Inventory optimization for shelf-stable goods.
  - **DSD Management**: Direct store delivery reconciliation and management.
  - **Date Check Pro**: Food safety and freshness date management.
  - **Magic Inventory Intelligence**: AI-driven inventory visibility and shrink reduction.
- **Total Store Ordering** (launched July 2025): A unified replenishment solution ending fragmentation across departments.

## Market Standing
- **Valuation/Market Cap**: Not disclosed (private company)
- **Key Metric**: Annual revenue of approximately $12.3 million (based on 2024 estimates); Total funding not publicly available (funded via Invafresh parent entity)
- **Notable Investors/Partners**: Invafresh (parent company after 2024 merger), ReposiTrak (strategic partnership for FSMA 204 traceability), Inmar Intelligence (marketing and eCommerce fulfillment partnership), Heritage Grocers Group, Gelson’s Markets (recent customers)
- **Growth Signals**:
  - Headcount of 178 employees (+14.3% YoY growth)
  - Operates in 10 countries with offices in the US, Canada, Sweden, Colombia, UK, and Denmark
  - 2024 merger with Invafresh created the “first global retail operations platform” serving 35+ countries
  - Recent customer wins: Heritage Grocers Group, Gelson’s Markets
  - New product launch: Total Store Ordering (July 2025)
  - 19 active job postings; job postings up 111% year-over-year

## Competitive Advantages
- **Market Leadership**: Positioned as the first total store operations platform specifically built for food retailers, unifying previously fragmented department-level solutions.
- **AI-Powered Predictions**: Uses machine learning for demand forecasting, shrink reduction, and production planning, giving retailers a data-driven edge.
- **Scale & Trust**: Serves 450+ retail chains in 50,000+ stores across 35+ countries, including major grocery names.
- **End-to-End Coverage**: Covers fresh, center, DSD, and eCommerce on one platform — a rare integration in the grocery tech space.
- **Recent Merger Scale**: The 2024 merger with Invafresh combined complementary technologies to create a global leader with deeper R&D and customer support capabilities.

## Strategic Focus
- **Global Expansion**: Expanding reach across 35+ countries, with dedicated sales roles for Europe (Account Executive: Europe currently hiring).
- **Product Innovation**: Launching new modules like Total Store Ordering and predictive analytics for fresh prepared foods.
- **Partnership Ecosystem**: Building strategic integrations with partners like ReposiTrak (traceability) and Inmar Intelligence (marketing/fulfillment) to offer a more comprehensive solution.
- **Customer Growth**: Targeting non-grocery retail segments (convenience stores) and large strategic accounts.
- **Operational Excellence**: New CEO Mike Sanders (appointed April 2025) focused on accelerating customer innovation and operational excellence.

## Why Work Here
- **Growth Trajectory**: High growth phase with 14.3% headcount increase YoY and 111% increase in job postings year-over-year, indicating strong hiring momentum.
- **Global & Remote-Friendly**: Offers remote roles across North America and Europe, with offices in Austin (HQ), Tampa, Mississauga (Canada), and Sweden.
- **Engineering Culture**: Technical team of 52 people (24% of workforce) working with a modern stack including AWS, Kubernetes, React, Python, Databricks, and microservices. Key engineering leaders include Dan Larsson Wåssén (Head of Engineering) and RJ A Seoud (Sr. Director, Engineering Operations).
- **Mission-Driven Work**: Directly impacts food waste reduction, sustainability, and food safety — meaningful work with tangible environmental and social benefits.
- **Diverse Team**: Workforce spans 10 countries with employees from diverse backgrounds; talent sourced from companies like Invafresh, Albertsons, Kaseya, and others.
- **Employee Ratings**: Mixed reviews on Glassdoor (3.1/5.0 overall) with work-life balance rated 2.8/5.0 and culture rated 2.7/5.0 — potential areas for improvement in company culture and work-life balance.
- **Notable Perks**: Not explicitly listed; remote/hybrid flexibility appears available for many roles.

## Sources
1. [Upshop Website](https://upshop.com/)
2. [Upshop About Page](https://upshop.com/about/)
3. [Upshop Careers Page (Greenhouse)](https://job-boards.greenhouse.io/upshop)
4. [Upshop LinkedIn Company Page](https://www.linkedin.com/company/upshopretail)
5. [Business Wire: Upshop Appoints Mike Sanders as CEO](https://www.businesswire.com/news/home/20250430916622/en/Upshop-Appoints-Mike-Sanders-as-CEO-to-Accelerate-Customer-Innovation-and-Operational-Excellence)
6. [Business Wire: Upshop Launches Total Store Ordering](https://www.businesswire.com/news/home/20250715498817/en/Upshop-Launches-Total-Store-Ordering-to-Optimize-Customer-Service-and-Revenues-while-Ending-the-Fragmentation-of-Grocery-Replenishment)
7. [Business Wire: Upshop and Invafresh Unite to Transform Global Food Retail Technology](https://www.prnewswire.com/news-releases/upshop-and-invafresh-unite-to-transform-global-food-retail-technology-302192585.html)
8. [Business Wire: Heritage Grocers Group Elevates Fresh Prepared Foods Strategy](https://www.businesswire.com/news/home/20250812005899/en/Heritage-Grocers-Group-Elevates-Fresh-Prepared-Foods-Strategy-with-Predictive-Analytics-to-Serve-Diverse-Communities-at-Scale)

## Other roles at Upshop

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- [Implementation Consultant](https://feeny.ai/job/implementation-consultant-upshop-toronto-tr6nbwsfpfhm) — Toronto, Canada
- [Agile Delivery Manager](https://feeny.ai/job/agile-delivery-manager-upshop-mississauga-tywm3t40gap1) — Mississauga, Canada
- [Product Marketing Manager](https://feeny.ai/job/product-marketing-manager-upshop-miami-hwmwabtv42b1) — Miami, FL
- [Customer Success Manager](https://feeny.ai/job/customer-success-manager-upshop-london-6g1cb1czcrr6) — London, United Kingdom
- [Engineering Manager](https://feeny.ai/job/engineering-manager-upshop-mississauga-1cq979t5xvge) — Mississauga, Canada
- [Engineering Manager](https://feeny.ai/job/engineering-manager-upshop-miami-e1ey1mpmzb3b) — Miami, FL
- [Product Manager](https://feeny.ai/job/product-manager-upshop-mississauga-mc2fkcmxxp70) — Mississauga, Canada
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