--- title: 'Director of Implementations at Casap' canonical: 'https://feeny.ai/job/director-of-implementations-casap-new-york-55s442xmw16j' type: 'job' last_seen: '2026-10-16' --- # Director of Implementations at Casap - **Company:** Casap - **Location:** New York, NY - **Compensation:** $195k–$245k - **Employment:** full-time - **Work type:** hybrid - **Posted:** 2026-10-12 - **Last confirmed live:** 2026-10-16 - **Apply:** https://jobs.gem.com/casap/am9icG9zdDp84Xs-X1eI--0zhEUP1yAu ## Job description Location(s) This is a hybrid role based out of our San Francisco, CA or New York, NY office. Our team works in-office time on Mondays, Wednesdays, and Fridays. ## About the Role We're looking for a Director of Implementations to own and scale our customer onboarding function. You'll lead a team of TPMs, own the methodology that gets customers live on Casap quickly, and serve as the connective tissue between Sales, Product, Engineering, and Customer Experience. ## What You'll Do ## Team Leadership - Hire, develop, and grow a team of TPMs (Technical Program Managers) across a range of experience levels. - Set performance standards and create clear career paths within the implementation function. - Build a culture of accountability and continuous improvement on your team. - Equip TPMs with the context and judgment to make sound calls independently. Implementation Excellence - Own Casap's implementation methodology end-to-end: kickoff, system integration, configuration and testing, data migration, go-live, and the handoff to the Customer Experience Organization. - Develop and maintain implementation playbooks, templates and documentation so the team can deliver consistently at scale - Build and continually evolve the governance model, including dashboards, metrics, and a regular cadence, that keeps customers aligned with implementation progress as volume and team size scale, reinforcing Casap as a trusted partner in their dispute and fraud operations. - Drive down time-to-value without sacrificing quality or customer experience. Cross-Functional Collaboration - Partner with the team on pre-sales scoping and clean handoffs at close. - Create a tight feedback loop with Product and Engineering, surfacing integration patterns from the field that should inform the roadmap. - Partner with Engineering to build a self-serve configuration tool that speeds up customer launches and reduces reliance on engineering resources. - Work with Customer Experience Managers to ensure a seamless transition post go-live and support long-term account health. Metrics & Operations - Own implementation KPIs: time to implement, time to first value, go-live slippage rate, implementation CSAT, and TPM capacity/utilization. - Identify bottlenecks, iterate on process, and report on implementation health to leadership. ## What You’ve Done Required: - 10+ years of experience in fintech, banking technology, or payments implementation, with meaningful time in a client-facing or professional services role. - Demonstrated experience leading and managing implementation or solutions teams, including hiring and developing talent. - Strong project management instincts: you stay on top of timelines, proactively surface risk, and keep customers and internal stakeholders aligned. - Excellent communicator; able to build trust quickly with customers and collaborate effectively across product, engineering, and go-to-market teams. - Executive presence and high emotional intelligence: you read a room, manage escalations calmly under pressure, and build lasting relationships with customer executives and internal stakeholders alike. - Proven experience scaling an implementation or delivery function, rebuilding process, tooling, and governance as the team's needs grow. - Comfortable prioritizing under pressure across multiple concurrent, competing implementation timelines. Preferred: - Background at a fintech or payments company, combined with SaaS or fintech implementation experience. - Hands-on core banking and card network integration experience, with enough technical depth to advise financial institutions directly. - Experience in management consulting or professional services, managing complex client engagements. - Familiarity with card network certification processes, PCI compliance, or dispute/fraud regulatory frameworks (Reg E, Reg Z, Nacha, card network rules). ## About Casap ## Company Overview - **One-liner**: Casap builds AI agents that automate dispute resolution and fraud management for banks, credit unions, and fintechs. - **Entity Type**: Private (Series A) - **Headquarters**: San Francisco, California, United States (with offices in New York City and Paris) - **Founded**: 2023 - **Founders**: Shanthi Shanmugam (CEO) and Saisi Peter ## Core Business - **Primary industry**: Financial Technology (Fintech) / AI-Powered Dispute & Fraud Automation - **Target customers**: B2B — Banks, credit unions, and fintechs - **Mission statement**: "Reduce first-party fraud, automate disputes, protect the bottom line, and build consumer trust that lasts." ## Products & Services - **Casap Copilot & Collaboration Platform**: An AI-powered platform that fully automates disputes end-to-end. It uses agentic AI to handle claims processing, reduce first-party fraud losses, and ensure compliance with regulations like Reg E, Reg Z, and card-network rules. The platform is designed to automate up to 30% of dispute cases, cutting resolution times from months to days. ## Market Standing - **Valuation/Market Cap**: Not publicly disclosed - **Total Funding**: $33.6M (across 4 rounds) - **Funding History**: - Pre-Seed (Feb 2024): $100K — led by Curql - Pre-Seed (Oct 2024): $1.5M — led by Primary Venture Partners - Seed (Oct 2024): $7.0M — led by Lightspeed Venture Partners - Series A (Sep 2025): $25M — led by Emergence Capital (with participation from SoFi and others) - **Notable Investors**: Emergence Capital, Lightspeed Venture Partners, Primary Venture Partners, SoFi, Curql - **Key Metric**: Headcount of 37 employees (+325% YoY), distributed across 6 countries (US, Brazil, Canada, Kenya, Bangladesh, Algeria) - **Growth Signals**: - Joined the Alkami Technology partner ecosystem (July 2026) as an Elements partner, enabling integration with Alkami's digital banking platform. - Named an Inc. Female Founder 500 honoree (Shanthi Shanmugam). - CEO's background at Robinhood; co-founder's experience at Chime (saved $10M in first year using AI for disputes). ## Competitive Advantages - **Deep domain expertise**: Founders bring firsthand experience from Robinhood and Chime, giving them unique insight into the operational pain points of dispute and fraud management at scale. - **Proven ROI**: Co-founder Saisi Peter's work at Chime demonstrated that AI applied to disputes saved $10M in the first year and that unresolved disputes were the #2 reason for customer churn. - **Agentic AI approach**: Purpose-built AI agents designed specifically for financial institutions, handling high-cost, high-risk functions that are still largely manual. - **Regulatory compliance baked in**: Platform automatically meets Reg E, Reg Z, and card-network obligations, reducing risk for clients. ## Strategic Focus - **Scaling the partner ecosystem**: The Alkami integration is a key channel strategy to reach more banks and credit unions. - **Deepening AI capabilities**: Continuing to build out agentic AI to handle more complex dispute and fraud scenarios autonomously. - **Expanding customer base**: Targeting both traditional financial institutions and digital-first fintechs. ## Why Work Here - **Purpose-driven mission**: The work directly impacts real people — faster dispute resolutions, fewer fraud losses, and consumers who feel heard. The company emphasizes that "what you build here matters." - **Collaborative culture**: "Every voice matters here" — the company values diverse backgrounds and perspectives. - **High bar, fast pace**: The culture is described as "move fast, build right" — a balance of speed and quality for those who want to build something meaningful. - **Remote-friendly with hubs**: Offices in San Francisco (HQ) and New York City, with a distributed workforce across 6 countries. - **Notable perks**: Not explicitly listed, but the engineering culture is a priority — a Founding Engineer/Head of Engineering role exists, and the technical team makes up a significant portion of headcount. - **Active hiring**: Currently posting for 4 roles (Senior/Staff Backend Engineer, Head of Customer Success, Technical Program Manager, Customer Success Manager). ## Sources 1. [casaphq.com](https://www.casaphq.com/about) 2. [linkedin.com](https://linkedin.com/company/casaphq) 3. [cbinsights.com](https://www.cbinsights.com/company/casap) 4. [theorg.com](https://theorg.com/org/casap) 5. [casaphq.com/careers](https://www.casaphq.com/careers/now-hiring) ## Other roles at Casap - [Executive Assistant to the CEO](https://feeny.ai/job/executive-assistant-to-the-ceo-casap-new-york-8c9haejzhpcq) — New York, NY - [Head of Finance](https://feeny.ai/job/head-of-finance-casap-new-york-e5neks7v8wg9) — New York, NY - [SRE - Database Reliability (All Levels)](https://feeny.ai/job/sre-database-reliability-all-levels-casap-new-york-7f2w8zhgheks) — New York, NY - [Founding Product Designer](https://feeny.ai/job/founding-product-designer-casap-new-york-d2s5h3y4bm0m) — New York, NY - [Engineering Leadership](https://feeny.ai/job/engineering-leadership-casap-new-york-qgkx9z3ysmtq) — New York, NY - [Director of Product Marketing](https://feeny.ai/job/director-of-product-marketing-casap-new-york-1z8bhw6xns1r) — New York, NY - [Senior Partnerships Manager](https://feeny.ai/job/senior-partnerships-manager-casap-new-york-vjp74mynvrbr) — New York, NY - [Customer Experience Manager](https://feeny.ai/job/customer-experience-manager-casap-new-york-s3gmj524ad31) — New York, NY - [Senior AE (Director of Strategic Relationships)](https://feeny.ai/job/senior-ae-director-of-strategic-relationships-casap-remote-e03rc48fvtcy) - [Backend Engineer (All Levels)](https://feeny.ai/job/backend-engineer-all-levels-casap-new-york-cee3xf2pcpjr) — New York, NY