Why This Job is Featured on The SaaS Jobs
This Director, Professional Services role stands out in SaaS because it sits at the intersection of recurring-revenue growth and implementation outcomes. The brief’s emphasis on a global delivery partner ecosystem, quality governance, and consistency signals a mature SaaS organization that relies on partners to expand capacity while protecting the customer experience across regions and segments.
From a SaaS career perspective, the remit builds durable operating muscles: designing scorecards and QA programs, translating delivery performance into executive-level decisions, and tying services execution to financial levers such as utilization, margin, and forecasting. Experience shaping partner certification and enablement is also highly portable across SaaS companies that scale through ecosystems—whether in professional services, customer success operations, or partner programs.
The role is best suited to leaders who prefer structured, cross-functional work: setting standards, running governance cadences, and influencing without direct authority across internal stakeholders and external firms. It will appeal to professionals who enjoy balancing strategic design with escalation ownership, and who want a seat close to how SaaS companies operationalize implementation quality at scale.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
We are seeking a highly strategic and seasoned Director to own, define, and scale our global delivery partner ecosystem with a critical focus on partner delivery quality and consistency. This ecosystem is vital to Gong's ability to scale and meet the growing demand from our new and existing customer base. You will have a rare opportunity to establish the long-term vision, governance model, and quality assurance framework for how Gong utilizes its delivery partner network.
The ideal candidate will be a proven leader able to grow and nurture high-value relationships with each of our delivery partners. You will provide executive-level strategic guidance to the organization on the partner ecosystem's evolution, performance, and where next-generation investment is required. You will manage and grow a team of Partner Delivery Managers and Partner Enablement resources.
The Director will possess extensive prior experience leading within a services organization, coupled with a deep, operational understanding of Professional Services P&L management, advanced KPIs, and industry-leading quality standards.
RESPONSIBILITIES:
- Establish and Own the Global Partner Delivery Quality Program: Define, implement, and govern a rigorous quality assurance framework and scorecard to ensure consistent, high-quality project delivery across all partner-led implementations.
- Strategic Capacity and Performance Management: Oversee the entire partner lifecycle, from strategic onboarding and certification to ongoing performance management, ensuring a ready supply of high-capacity, high-quality delivery resources.
- Drive Partner Certification and Enablement: Elevate the process for certifying delivery partners, including creating comprehensive training and assessment programs focused on Gong's best practices and quality benchmarks.
- Executive Partnership Management: Serve as the strategic, senior point of contact for all delivery partners, managing all facets of the relationship including:
- Critical Escalation Management: Taking ownership of high-priority partner-led project escalations and complex delivery issues to ensure rapid resolution and customer satisfaction.
- Capacity planning, forecasting, and demand-side management.
- Overseeing compliance with all internal operational processes (e.g., SOW adherence, invoicing, Timesheets).
- Financial & P&L Ownership: Own and manage the annual partner budget within the Professional Services P&L, focusing on optimizing partner utilization and cost efficiency while maintaining quality.
- Cross-Functional Leadership: Drive the overall partner strategy across Professional Services, Sales, and other departments to ensure departmental scaling objectives are met and partner quality standards are maintained company-wide.
QUALIFICATIONS:
- 8+ years of progressive experience in a leadership role within Professional Services, Partner Management, or Service Operations, with direct responsibility for managing external delivery organizations.
- 5+ years focused specifically on designing and managing Partner Delivery Quality, Assurance, or Governance programs.
- Demonstrated experience in P&L management and a deep understanding of services financial metrics (utilization, margin, revenue forecasting).
- Proven ability to influence and translate effectively across both internal senior leadership and external partner organizational structures.
- Exceptional organizational, program management, and strategic planning skills with the ability to manage a portfolio of complex, global initiatives simultaneously.
- Experience in a fast-paced, fast-growing, and dynamic SaaS environment.
- Expertise with SaaS applications that support Enterprise business processes (CRM experience with Salesforce.com or Dynamics preferred).
- Strong ability to interface at an executive level with ease and influence outcomes without direct authority.
- Excellent communication, negotiation, and eloquent writing and presentation skills.
- Willingness to travel (up to 25%).
We have noticed a rise in recruiting impersonations across the industry, where scammers attempt to access candidates' personal and financial information through fake interviews and offers. All Gong recruiting email communications will always come from the @gong.io domain. Any outreach claiming to be from Gong via other sources should be ignored.
Gong believes in offering competitive compensation and benefits tailored to the local region. Gong is an equal-opportunity employer. We believe that diversity is integral to our success, and do not discriminate based on race, colour, religion, age, or any other basis protected by law.
To review Gong's privacy policy, visit https://www.gong.io/gong-io-job-candidates-privacy-notice/ for more details.
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