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About the role
- Director of Professional Services overseeing strategic service execution and design at Actabl. Leading cross-functional collaboration for custom solutions maximizing customer adoption and long-term value.
Responsibilities
- Own the strategic direction of all custom and value-added services, ensuring projects align with financial targets and drive customer success.
- Lead the delivery of value-added services projects outside core SaaS bundles.
- Support strategic growth initiatives by evolving the structure, tools, and methodologies of the Professional Services function to meet future demand and market opportunities.
- Translate project outcomes into scalable methodologies, including SOPs, playbooks, and reusable frameworks that improve delivery consistency and reduce time-to-value (TTV).
- Lead a specialized team of Project Managers and SMEs responsible for execution.
- Lead the commercialization process for new service offerings, defining scoping templates, pricing models, and sales enablement materials.
- Collaborate cross-functionally with Revenue, Customer Experience, and Product to scope, price, and position custom service offerings that meet evolving customer needs and drive revenue.
- Partner with internal stakeholders to resolve delivery challenges, advocate for customer needs, and continuously improve the customer journey through data-driven insights, feedback loops, and influencing roadmap decisions.
- Drive the commercial success of the custom services portfolio by continuously designing and delivering sales enablement, training, and tools to Revenue and Customer Excellence teams.
- Drive the creation and continuous evolution of scalable methodologies (SOPs, playbooks) to minimize rework and improve the consistency of custom delivery.
- Maintain end-to-end visibility into project health, including timelines, resource allocation, risk mitigation, and financial performance, ensuring proactive adjustments to keep projects on track.
- Drive operational excellence in service delivery, identifying and implementing process improvements that enhance efficiency, scalability, and customer satisfaction.
- Analyze delivery data to identify top bottlenecks (e.g., discovery delays, rework) and lead initiatives to eliminate inefficiencies.
- Design and implement improvement initiatives, such as automation tools, refined scoping templates, or enhanced handoff protocols.
- Enforce strict change control and escalation protocols for projects showing signs of financial or delivery risk.
- Manage, mentor, and develop high-performing Professional Service Project Managers, ensuring consistent execution, quality standards, and professional growth aligned with departmental goals.
- Support the development of onboarding and training materials, contributing to a scalable talent pipeline for the Professional Services team.
Requirements
- Bachelor’s degree in a relevant field such as Operations Management, Business Administration, or a related discipline.
- 3–5 years of experience in Professional Services, Implementation, or Project Delivery.
- Strong understanding of Agile methodologies and project management tools (e.g., Rocketlane, Monday.com).
- Experience partnering with Sales, CS, and Product teams.
- Hospitality industry experience is a plus.
- Excellent communication and organizational skills.
- Strong technical background with the ability to understand and communicate technical concepts to both technical and non-technical stakeholders.
- Proficiency in project management tools and methodologies.
- Strong leadership skills to manage and motivate implementation teams.
- Excellent communication and interpersonal skills for interacting with internal teams and clients.
- Servant leadership and strong people development skills.
- Critical thinking and problem-solving skills to ensure successful project delivery.
- Ability to align implementation strategies with business outcomes.
Benefits
- Medical, dental, and vision insurance plans for employees & eligible spouse and/or dependents
- Employer-paid life & AD&D, short-term disability & long-term disability
- Discounted pet insurance plans through Wishbone
- Employee Assistance Program (EAP) services available to employees & their dependents
- On-site gym available for free use at Denver office
- Competitive base salary with bonus structure
- Healthcare spending accounts with employer contributions
- 401(k) plan with an employer match of up to 4%
- Unlimited discretionary time off hours to be used when needed
- 10 observed US federal holidays throughout the year
- Winter recess for all Actabl employees between December 24th-January 2nd
- 12 weeks of parental leave for both birthing & non-birthing parents
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