Director of Professional Services

Job Description:

• Lead the Professional Services function end to end
• Lead approximately ten people across two layers, including four direct reports: three Implementation Managers and the Manager of Professional Services
• Own delivery quality across implementation and ongoing solutioning engagements
• Own client care outcomes against service levels through the Manager of Professional Services
• Drive post-implementation adoption so districts realize the value purchased
• Plan resources and capacity across the function
• Develop and maintain the methodology, templates, and standards used by the team
• Own commercial performance, including scoping, pricing, and margin, with the VP and Finance
• Serve as the senior escalation point above the Implementation Manager and Manager levels
• Coach and develop direct reports
• Modernize existing processes and build undocumented processes while delivery work continues and districts go live

Requirements:

• 7 to 12 years of professional experience
• 5 to 8 years managing people directly
• Personal ownership of a large-scale, multi-department rollout from kickoff through steady state, vendor-side or district-side
• Experience building a process, playbook, or operational framework where none existed
• Experience recovering something genuinely at risk of failing
• Repeatable approach to making a new system stick past go-live, with a metric you moved
• Ownership of operating metrics for a managed team, including acting when one went the wrong way
• Working knowledge of K-12 systems, single sign-on, student information systems, and data provisioning
• Strong communication and stakeholder management, including with Sales and Finance
• Ability to travel 10% to 25% for internal meetings, conferences, industry events, and occasional on-site district work
• Background check required at offer
• Employment eligibility verification through E-Verify
• K-12 or EdTech vendor-side experience is a plus, not a requirement

Benefits:

• Discretionary annual bonus
• Fully remote work within the United States
• Core operating hours of 9 a.m. to 5 p.m. Eastern
• Equal opportunity employer committed to building a diverse team