Hybrid Director of Professional Services

at Actabl

• Job title: Director of Professional Services
• Job type: Full Time
• Experience level: Lead
• Salary: $120,000 - $125,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Denver, United States

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