SaaS Implementation Team Lead (NZ) - Remote

Who we are

Employment Hero is on a mission to make employment easier and more valuable for everyone. Our Employment Operating System brings hiring, HR, payroll and benefits into an all-in-one solution. Since our inception in 2014, we’ve scaled to a $2 billion valuation and gained a presence in 6 countries globally – Australia, New Zealand, Singapore, Malaysia, the UK and Canada.

We now service over 300,000 businesses and more than 2 million employees.

The EH WayAt Employment Hero, we’re proud of our unique DNA, which we call The EH Way.

• We are Mission First - everything we do (from what we work on, to how we allocate capital and where we focus) is driven by our Mission
• We are Remote First - we champion a remote environment with a preference for asynchronous communication and a high degree of autonomy
• We are AI First - we are committed to using AI to accelerate our mission;
• AI is not just a tool, it’s a fundamental part of how we operate, innovate, and scale
• We are Apolitical - we do not take a position on political or social topics, unless it relates to our Mission
• We Live by Our Values - we role model our values 100% of the time
• We Expect High Performance - we set a high standard and we’re not satisfied with being average
• This role

The Team

Lead is responsible for leading and developing a regional team of Implementation Consultants and Coordinators to deliver high quality, on-time onboarding of Employment Hero's software solutions. You will ensure consistent delivery excellence across HR, Payroll, and other modules while driving operational efficiency and exceptional customer experiences. This role can be based anywhere across Australia or New Zealand.

Your key focus areas will be:

Act as a frontline people leader overseeing day to day workload management, escalations, quality assurance, and team performance.

Serve as the strategic bridge between Consultants, Project Managers, Services Professionals, Product, and CX leadership.

Ensure seamless software implementation outcomes and delivery excellence across your designated region.

This will include the following:

Accountable for the overall operational performance and professional development of a high performing designated team.

Champion continuous improvement in advanced stakeholder engagement and technical proficiency while fostering a proactive team culture.

Manage team capacity, project allocations, and day-to-day workflows to ensure no single points of failure.

Oversee the quality, accuracy, and progress of implementation activities, including configuration, training, and documentation.

Act as the primary escalation point for complex technical, process, and commercial issues, liaising directly with customers when required.

Collaborate with cross-functional teams such as Sales, Support, and Product to ensure seamless end-to-end delivery.

Directly manage and monitor KPIs aligned with functional and organisational goals, using data to highlight trends and risks.

Lead the adoption of new tools, AI-driven efficiencies, and Async-first workflows to reduce time to value for customers.

Identify expansion and advocacy opportunities by partnering with Sales and Customer Success teams.

Conduct regular project health reviews and retrospectives to mitigate risks and improve scalable assets.

Who you are

• To thrive at Employment Hero, you’ll need to embody The EH Way - operating with focus, agility, and an obsession with impact.
• For this role, you’ll also bring:
• Experience in SaaS implementations, professional services, onboarding, or customer delivery roles (Payroll experience highly regarded, but not required). Demonstrated ability to lead and scale high-performing teams, fostering a culture of accountability and continuous improvement.
• Proven track record in driving and managing successful project based teams in a high growth tech environment.
• Experience managing delivery workflows in a portfolio/queue model, including capacity allocation and utilisation discipline.
• Strong project and time management skills, including risk tracking, dependency tracking, and prioritisation across competing deadlines.
• Ability to coach, develop, and performance manage team members to lift capability and customer outcomes.
• Data driven operational capability with the ability to use KPIs and dashboards to forecast risk and improve throughput.
• Expertise in delivery tooling such as CRM/PSA, project plans, and ticketing systems.
• Demonstrated success lifting delivery standards through playbooks, templates, and consistent governance.
• Exceptional communication skills to manage stakeholders proactively and set expectations early.A pragmatic problem solving mindset with a focus on root causes and preventing repeat issues.
• What we can offer
• At Employment Hero, we don’t just talk about a better way to work - we live it. Joining Employment Hero means:
• You will work remotely, with the flexibility to own your time and impact
• You will access cutting-edge tools to amplify your work, knowledge and outputs
• You’ll surround yourself with ambitious, outcome-driven colleagues who challenge you to do the best work of your life
• You’ll also have access to a wide range of benefits that includes a WFH office expense budget, and outstanding learning & development opportunities
• We’re AI-first, so you may meet some of our AI tools early in the process.
• They help us cut the noise, surface great talent fast and make sure every candidate gets a fair, consistent experience.
• We verify candidate identity and location as part of our hiring process.

At Employment Hero, we are committed to safeguarding the privacy of your application data. To understand how we do so, you can read our Applicant Privacy Policy here employmenthero.com/legals/applicant-policy/Employment Hero celebrates diverse perspectives and experiences, we invite people of all backgrounds and identities to apply for this position.