Associate Director leading Child & Family Services for a comprehensive behavioral health organization in Colorado. Supervising clinical teams and ensuring high - quality service delivery.
About the role
- Service Delivery Director leading delivery teams and managing customer projects at AgentSync. Ensuring software delivery excellence across insurance customers in a scaling organization.
Responsibilities
- Own, manage, and deliver all assigned customer engagements from initial scoping during the sales prospecting phase, through any subsequent onboarding phases, with a handoff to Customer Success and Support.
- Lead Professional Services delivery teams: Project Managers, Technical Solution Engineers, Solutions Consultants and other applicable roles.
- Responsible for all engagement staffing assignments, allocations, time tracking, Project Management adherence to best practices, delivery strategy, customer facing management and escalations.
- Responsible for management of all time, scope, and budget expectations for each engagement
- Partner with Sales to support pre-sales activities, including creating implementation plans, presenting implementation approaches, scoping, pricing and drafting SOWs.
- Lead, and own, key process areas through design and implementation of scalable frameworks, tools, best practices.
- Drive initiatives that advance operational maturity across the delivery organization.
- Lead a cross-functional team by setting clear expectations, building community, and inspiring excellence.
- Drive team culture and performance through coaching, career development, and balancing skills to meet business needs.
- Ensure governance and quality by adhering to best practices and managing portfolio risks.
- Serve as the senior escalation point for complex project challenges, ensuring clear communication, strategic alignment and timely resolution to maintain customer satisfaction.
- Collaborate with cross-functional partners to identify at-risk customers and address implementation needs.
Requirements
- 10+ years experience in project/program management, ensuring software delivery excellence: on time, on budget, in scope, navigating complex organizational dynamics.
- Demonstrated excellence in both internal and external (customer-facing) verbal and written communication.
- System integration partner and contract staffing management experience
- Extensive knowledge of SaaS delivery product delivery and operations, with the ability to translate technical solutions into business outcomes.
- Demonstrated ability to lead and manage cross-functional teams, fostering growth, accountability, and collaboration.
- Consulting background with a focus on driving value for clients and aligning solutions with their objectives.
- Exceptional facilitation skills to guide teams and customers through complex, sometimes challenging, discussions and decision-making processes.
- Outstanding presentation and communication skills, with the ability to engage audiences at all organizational levels.
- Structured and well-organized work cadence with comfort tackling complexity and ambiguity
- A strong track record of problem solving and a “roll up your sleeves” mentality.
Benefits
- Medical - Cigna plans with 100% employer paid premiums on 2 plan options
- Dental - 100% paid premium plan for you and your dependants
- Vision - 100% paid premium plan for you and your dependants
- Employee Assistance Plan
- 401(k) retirement savings plan
- HSA employer contributions
- Flexible PTO
- 12 paid holidays per year
- 12 weeks parental leave w/generous return to work stipend
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