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Director, Professional Services
2 months ago
What We’re About
At CentralSquare, you’ll get the opportunity to work in a collaborative environment within a company that builds complex web-based enterprise applications for our Public Servants across North America. As over 250 Million citizens in the US are impacted by CentralSquare Software, we are on a trajectory to revolutionize the way agencies address citizens’ needs by improving quality of life and building safer, smarter communities...and we need great candidates to do it
Looking to grow your career? That’s great Hard work should be rewarded, and we are committed to cultivating careers while providing competitive compensation and a great benefits package, including tuition reimbursement, parental leave, paid volunteer hours, and unlimited PTO. Our flexible work environment also enables you to take advantage of an excellent work-life balance whether you are in office or working remotely.
The Role
The role is a highly motivated, organized, forward-thinking team member. This role should be a self-starter with deep experience in running Professional Services operations, deployment methodology and governance, and resource management. This role will also identify opportunities for service and operations process improvement, assess current workflow to determine future state process optimization, establishing solid relationships with key stakeholders and leadership to drive optimization initiatives, driving operational and deployment discipline to enhance the overall customer experience. Reporting to the VP Professional Services, this role will collaborate closely with services leadership to accelerate enterprise service excellence and efficiency across Professional Services with primary responsibility for reporting & analytics, forecasting, and leading the effort to enhance new workstreams to achieve operational effectiveness objectives.
Job Duties Include:
• Provide leadership and oversight of strategic resourcing to meet customer supply and demand, utilization, and revenue targets.
• Lead and develop Professional Services staff.
• Establish centralized reporting metrics, including exception, forecasting, demand, capacity, reconciliation, aged backlog, and variance.
• Design, implement, and operationalize executive and functional reporting to measure and improve the customer experience and customer outcomes.
• Design and develop metrics and reporting to monitor our current operations' effectiveness and measure the success of initiatives post-implementation.
• Lead the design and enhancement of business processes, tools, and operating models to improve productivity.
• Operationalize complex business processes into systematic and efficient workstreams.
• Develop effective communication, training, and onboarding materials.
• Build consensus on key initiatives across multiple company departments through effectively working with multi-disciplined teams and departments.
• Work with the Vice President of Professional Services, contributing to the Professional Services Organization strategy's development and execution.
• Manages subordinate supervisors who supervise consultants, technical staff, and training staff in Professional Services.
• Performs all other duties as assigned.
Requirements:
• Bachelor's Degree preferred
• An advanced degree is a plus
• 10+ years of related work experience with a deep understanding of services organizations and models
• Strong leadership, people management, and interpersonal skills, in managing managers and individual contributors
• Setting career paths and performance goals for all department personnel
• Demonstrated ability in setting strategy, driving performance, consistently producing superior results, cultivating ownership while enforcing company policies
• Strong communicator with the ability to influence and drive action
• Displays collaborative management style and a strong customer service orientation
• Demonstrated analytical and quantitative skills and use hard data and metrics to back up assumptions and concepts
• Solution-oriented and creative thinking skills to evaluate the problem and to drive win-win outcomes
• Ability to juggle multiple priorities and make things happen in a fast-paced, dynamic environment
• Relentless focus on process improvement execution
