Director of Implementations

Location

New York

Full time

On-site

Operations

• $160K – $225K
  • Offers Equity

Arch is a Series B financial technology company that automates the management of private investments, improving access, understanding, and the human experience of investing across asset classes.

Private investments such as venture capital, hedge funds, and private equity, make up roughly 25% of the investment universe. Traditionally, investors, advisors, banks, families, and managers track hundreds of investments in complicated spreadsheets, file folders, and busy inboxes. Not only is this tedious and time-consuming, but it is rife with opportunity for manual data entry errors, inconsistent reporting, and lost information.

Enter, Arch.

Arch delivers standardized data, documents, and insights in a single platform, avoiding the need to chase information across dozens or hundreds of ‘portals’. Our purpose is to save investors’ time while empowering them to make more informed investment decisions, leading to better financial outcomes.

We are a fast-growing, dynamic team of 120+, serving over 400 clients, including several of America’s largest banks, families, and financial institutions. We’ve over doubled the size of the company every year since inception and we are looking to hire in all departments as we scale.

Arch is hiring a senior leader to own the strategy, operating model, and outcomes for our full Implementation team. You will lead and scale a team of 60+ across multiple layers, ensuring consistency, speed, and exceptional onboarding quality for every client segment—from enterprise institutions to family offices and RIAs.

You’ll drive the roadmap for onboarding excellence: defining processes, refining playbooks, and building the systems and leadership structure that allow Arch to deliver a world-class experience ’ll partner closely with Client Success, Product, Data Operations, and senior leadership to align priorities, strengthen handoffs, and improve tooling and workflows across the client journey.

This role sits at the center of Arch’s growth engine. You will surface insights from early-stage implementation, increase time-to-value and accuracy, and ensure clients start their Arch experience with clarity and confidence. It’s a high-leverage, cross-functional role for a seasoned operator who brings deep financial services expertise, strong judgment, and the calm, steady leadership required to guide teams through complex client environments.

In this Role you will:

• Own the strategy, operating model, and outcomes for Arch’s full Implementation organization, ensuring consistency, speed, and quality across all client segments.
• Build and develop a high-caliber, multi-layer team, establishing clear career paths, coaching frameworks, and performance standards for managers and ICs.
• Define and refine scalable playbooks, processes, and systems that enable predictable, repeatable, and efficient onboarding at scale.
• Set and maintain a high-performing, client-obsessed culture, strengthening tools, workflows, and cross-functional alignment to improve delivery quality and team productivity.
• Serve as the executive escalation point for our largest and most sophisticated accounts, guiding teams through complex client situations and reinforcing trust with senior stakeholders.
• Instrument dashboards and metrics to monitor onboarding health (time-to-value, quality, NPS/CSAT, SLA adherence) and drive continuous improvement.
• Partner closely with Client Success, Product, Data Ops, and senior leadership to strengthen handoffs, surface insights, and shape the roadmap for tooling, data excellence, and end-to-end client experience.
• Report on performance, risks, and strategic needs to executive leadership, ensuring the Implementation function is positioned to scale with the business.

Who You Are:

• 15+ years leading implementation, operations, client success, or service delivery in financial services or private markets
  • 5+ years building and managing multi-layer teams in high-growth SaaS environments.
• Deep expertise in alternative investments or wealth/RIAs, with a strong understanding of…