We seek a hands-on, metrics-driven, AI-proficient Professional Services Director who owns the Packaging PS revenue number. Reporting to the VP of Operations, the PS leader runs a global delivery organization, and is responsible for forecast accuracy, backlog health, delivery excellence, utilization optimization, margin performance, and customer satisfaction across enterprise and mid-market implementations.
The PS Director partners closely with Sales, Product, and Customer Success to deliver rapid time-to-value while driving profitable growth.
Key Responsibilities
Revenue & Financial Ownership
- Own the Professional Services revenue number.
- Drive forecast accuracy and maintain sufficient backlog coverage.
- Manage individual utilization performance (not blended averages).
- Protect and expand gross margin through rate discipline and scope control.
- Implement clear staffing and capacity planning models.
- Provide accurate and disciplined reporting to executive leadership.
Delivery Excellence
- Deliver high-quality, repeatable implementations with speed and rigor.
- Enforce strong SOW approval and change-order discipline.
- Identify delivery risk early and act decisively.
- Standardize governance, escalation, and execution frameworks.
- Engage directly with strategic enterprise customers when required.
Organizational Leadership
- Lead and scale a global Professional Services team.
- Set clear KPIs and hold team accountable.
- Recruit, onboard and retain top delivery talent.
- Drive performance management, succession planning, and skill development.
- Improve alignment across global regions.
Cross-Functional Partnership
- Partner with Sales to ensure clean scoping and seamless handoffs.
- Collaborate with Product to influence roadmap based on delivery realities.
- Work with Customer Success to maximize retention and expansion.
- Serve as the operational voice in growth and scalability discussions.
Operational Rigor & Systems
- Establish clear PS dashboards: utilization, margin, revenue per FTE, on-time delivery.
- Implement scalable staffing models across regions.
- Drive process automation to improve efficiency and repeatability.
AI & Operational Innovation
- Promote (and personally leverage) daily use of AI to drive outcome.
- Accelerate AI adoption across the PS organization.
- Deploy automation to reduce repetitive work and shorten implementation cycles.
- Enhance early risk detection using AI data-driven insights.
- Architect AI-assisted methodologies to accelerate client time-to-value and project delivery.
