About ROLLER
ROLLER is not your average software-as-a-service company. With a global presence in over 30 countries, we're here to bring some excitement to the leisure and attractions industry and make a difference! Our mission is to help businesses operate smoothly and create fun and memorable guest experiences by providing seamless ticketing, point-of-sale, self-serve kiosks, memberships and digital waiver processes.
But here's the best part: our team. We're a group of 300+ highly passionate, enthusiastic, and down-to-earth professionals located all around the world who are all working together to build something truly remarkable. We're aiming high and believe that the possibilities are endless. As we continue to grow globally, we're excited to write our success story and have fun along the way.
We genuinely love what we do, and we're looking for like-minded people to join us on this amazing journey. If you're ready to be part of a dynamic team and make a real impact, come aboard, and let's create some unforgettable experiences together at ROLLER!
About the Role
ROLLER builds the software that runs the world's most memorable venues: trampoline parks, water parks, zoos, wake parks, museums, and family entertainment centers across the US, UK, and Australia. We're growing fast, backed by top-tier investors, and still early enough in our journey that the people who join now will shape what comes next.
As Director, Implementation & Professional Services , you'll take the reins of a strong, high-performing team across AMER, EMEA, and APAC, owning how every new ROLLER customer goes from signed contract to fully live, trained, and set up to succeed. You’ll also build the professional services programs that help them run their business more profitably long after go-live. This is a function we treat as a genuine growth lever where your team's impact shows up directly in new and expansion revenue, not just satisfaction scores. You'll report to the CRO and help shape the decisions that determine how ROLLER grows its customer base globally. That means a capable team already in place, a mandate to build rather than maintain, and the latitude to define what best-in-class implementation and professional services look like for a company still writing its own playbook.
Based in Austin, you'll work from our office three days a week with two flexible remote days, giving you valuable in-person time with your team and cross-functional partners without losing the autonomy experienced leaders expect. If you're drawn to global leadership scope, a growth-stage company where your fingerprints will be on the outcome, and an industry built around genuinely fun customer experiences, we want to hear from you.
What You'll Do
Strategy: Develop and execute a strategy for the customer training & implementation organization, aligning with the overall company objectives.
Process Design: Design and implement efficient and scalable processes to not only implement ROLLER, but train technical and non-technical users on how to use, manage and maintain the ROLLER platform.
Ongoing Customer Training: Create ongoing training programs that help to drive future product adoption and deflect support tickets.
Professional Services: Evolve ROLLER's Professional Services practice from its current early-stage foundation into a scaled, mature function as we grow, owning the playbooks that guide customers in designing high-performing guest-facing programs, pricing models, and operations that maximize revenue.
Continuous Improvement: Data-backed and technology enabled approach to identifying and proactively addressing challenges in team operations, efficiencies, and program execution.
Develop a Performance Based Culture: Drive a culture of execution and speed to deployment, while maintaining the highest level of quality and customer service.
Customer Experience Optimization: Drive segment-specific initiatives that enhance the overall customer experience that exceeds expectations…