Director of Implementation & Activation

Hi 👋, I’m Davis, VP of Customer Experience at WeTravel. I’m hiring a Director of Global Implementation to lead how new customers are onboarded, trained, and activated across our platform worldwide.

This role owns the end-to-end onboarding experience for thousands of small, mid-market, and enterprise multi-day travel businesses. You’ll oversee global implementation strategy, execution, and outcomes. You’ll be responsible for ensuring customers onboard quickly, adopt the product deeply, and realize value fast.

To drive close collaboration, it’s highly preferred this role is based in the Salt Lake City area with 3 days per week in person working alongside each other.

Our Business

Our customers run complex, multi-day travel experiences (think a 7-day trek to Machu Picchu or a 6-night Serengeti safari). They use WeTravel as their operating system to manage sales, collect payments, and run their back office. Our payment stack and AI-enabled tools help them grow revenue, reduce costs, and save time, ultimately so they can focus on delivering exceptional travel experiences.

Our Situation

WeTravel 1.0

WeTravel started in 2015 by solving the reservation and payment needs of multi-day travel businesses — an industry that collectively sells over $250B of travel annually. Early use cases ranged from booking hundreds of students on graduation trips with personalized packages to dramatically reducing friction and cost in international payments.

This initial product-market fit powered nearly eight years of strong growth, a successful Series B raise, and resilience through COVID.

WeTravel 2.0

After solving reservations and payments, we learned that many of our clients still struggled with inefficient sales processes and back-office operations. Data lived across spreadsheets and disconnected tools that didn’t scale with their businesses.

Over the last two years, we expanded WeTravel beyond transactions into the workflows that surround them. We built a travel-specific CRM, AI-assisted itinerary creation, automated liability waivers, and tools for collecting passport information. This helps customers operate more of their business in one place.

WeTravel 3.0

Building on our successful 2.0 and our recent Series C funding, we are working towards the next stage of WeTravel with three major investments:

1. Continuing to build the end-to-end operating system for multi-day travel businesses so they can do most of their work in one system.

2. Adding AI features to assist travel businesses and increasingly do the work for them.

3. Becoming an industry network, not just a software system. Multi-day travel businesses work with many partners to curate, sell, and operate trips. We are now helping them find those partners, coordinate with them, and pay them within WeTravel.

As WeTravel evolves into a true operating system, implementation and onboarding are becoming a core strategic advantage.

Many of our customers are increasingly larger and more complex businesses, often with content, sophisticated pricing structures, and operational workflows that need to be migrated into WeTravel (think about how a travel business might want to collect passport information 60 days before a trip departs, or wants final payments due 30 days before the trip departs). For these customers, our Onboarding team frequently works to deeply understand their operations and ensure a successful launch. For the largest customers, these migrations are often performed on-site.

How quickly, confidently, and thoroughly customers are onboarded (both remotely and in person) directly impacts activation, retention, and revenue.

About the Role

We started our Client Onboarding team 1 year ago, and have built a strong foundation. We currently have a team of 12, with a strong Manager and Team Lead in-place. We have core processes defined. Now, we are looking for someone to help build the next phase of the team, add more people, create more structure and specialization. In 2026, we are launching CRM functionality, which will require us to think more holistically when it comes to data migration and implementation. Our team will double in size in 2026, if not more.

This is a senior leadership role for a hands-on builder, systems designer, and ruthless optimizer of the client journey. We are not seeking a strategy-heavy & execution-light individual. You will design the operating model, coach a global team, partner deeply with Sales, and continuously improve how customers experience WeTravel from day one.

The ideal candidate can create clarity through structure. You should be someone who runs teams with clear roles, expectations, operating rhythms, and accountability (high-discipline, low-chaos execution).

As we onboard more complex customers, this role includes periodic domestic travel (1-2 times per quarter) and international travel (1-2 times per year), particularly in the first few months, to spend time on-site with customers and alongside the onboarding team to deeply understand the product, processes, and real-world customer workflows.

What You’ll Do

Build

• Design and own WeTravel’s global implementation and onboarding experience, from deal handoff through go-live and “activation”.

• Lead high-touch, white-glove implementations for larger or more complex customers, including on-site onboarding engagements when needed.

• Create and iterate scalable processes for migrating customer businesses onto WeTravel, including:

  • Information collection

  • Content migration (photos, descriptions, pricing, products, booker/traveler information)

  • Website migrations

  • CRM and database migrations

  • Platform configuration and setup

  • Migration of participant and booker data

• Ensure customers are fully enabled through a mix of on-site sessions and structured screen-share trainings.

• Raise the bar on implementation quality, speed, and consistency as WeTravel evolves.

Operate with Systems & Data

• Build a systems-oriented implementation engine that scales globally without sacrificing customer experience.

• Create cohorted views into new customers, analyzing and dissecting areas for improvement.

• Own tooling and workflows (HubSpot strongly preferred) to manage pipelines, capacity planning, SLAs, and handoffs.

• Define and track KPIs such as time-to-value, onboarding velocity, activation, and customer satisfaction.

• Use data to identify bottlenecks, forecast future needs, and drive continuous improvement.
  

Lead & Scale a Global Team

• Coach and develop a high-performing, globally distributed implementation team.
  Build role clarity, career paths, and future specialization models based on customer size and complexity.

• Hire and onboard new team members thoughtfully as the organization scales, maintaining quality and culture.

An Ideal Candidate

• 5+ years leading Sales, Onboarding, Implementation, or CX teams in a B2B SaaS environment, ideally serving fast-moving, non-tech-savvy, SMB customers.

• 3+ years at the Director level in B2B SaaS, owning Onboarding, Implementation, or Revenue / Commercial Operations.

• Built team handoffs and operating processes from the ground up, iterated on them, and successfully scaled them across regions.

• Highly systems-oriented, detail-driven, and analytical, with a strong bias toward measurable outcomes.

• Is able to confidently say “no” when appropriate, to both internal stakeholders or external demands.

• Comfortable working directly with customers, including on-site when needed; has led or participated in in-person implementations or onboardings.

• Proven partner to Sales and Revenue teams, comfortable operating as a data wrangler, and operating in deadline-oriented environments.

• Customer-obsessed, with a deep belief that great onboarding, training, and implementation drive long-term success.

• Adds strength to WeTravel’s global, collaborative, low-ego, high-ambition culture.

Company Overall

WeTravel is a 300+ person company representing more than 50 countries. We combine global diversity with the agility and closeness of a much smaller team.

Financially, WeTravel is highly secure and growing fast, with 50–100% year-over-year growth depending on the metric. Our leadership team is accessible, our customers are easy to reach, and our teams move quickly with a high degree of ownership.

Please note:

• For this role, we can only consider candidates who have the full legal right to work in the US (citizenship or residency). Unfortunately, WeTravel is not able to offer visa sponsorship or relocation assistance at this time.

Equal Opportunities

WeTravel is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applicants from all backgrounds, experiences, and perspectives. If you're excited about this opportunity and believe you're a good fit, we encourage you to apply and join us in transforming the travel industry!