Director of Services

Job Description:

Job Title: Director of Services

Reports to: Head of Service and Delivery

FLSA Status: Exempt

Job Summary

The Director of Services is responsible for leading the customer onboarding team and ensuring successful deployment of AI solutions for customers. This role oversees implementation operations, manages team performance, and drives continuous improvement in delivery methodologies and customer outcomes. The Director of Services supervises, coaches, and mentors implementation resources while maintaining high standards of customer satisfaction, on-time delivery, and time-to-value metrics.

Essential Duties and Responsibilities

Implementation Delivery Management:

Manage day-to-day operations of the implementation team to ensure service level agreements (SLAs) and key performance indicators (KPIs) are consistently met. Oversee customer onboarding projects from kickoff through go-live, including solution scoping, technical configuration, data integration, user training, and adoption activities. Monitor project pipelines and resource allocation to optimize delivery timelines and team utilization. Ensure proper escalation procedures are followed for complex implementations requiring product engineering or executive support. Maintain high standards of customer satisfaction through quality delivery and proactive communication. Coordinate seamless handoffs between Sales, Implementation, Support and Customer Success teams.

Team Leadership & Development:

Supervise, coach, and mentor project managers and technical specialists and coordinate closely with clinical consultant leadership and resources. Conduct regular performance evaluations, providing constructive feedback and development plans. Lead recruitment efforts and onboarding of new team members. Foster a culture of customer obsession, technical excellence, and continuous learning. Provide ongoing training to ensure team proficiency in AI solution deployment, integration methodologies, and customer engagement skills. Manage capacity planning and workload distribution across concurrent customer implementations.

Process & Quality Management:

Implement and maintain standardized methodologies for customer onboarding, from sales handoff through successful go-live and transition to Customer Success. Develop and enforce implementation playbooks, templates, and best practices. Monitor quality of customer implementations through project reviews, customer feedback analysis, and adoption metrics tracking. Identify opportunities for process improvements, automation, and self-service capabilities to enhance efficiency and reduce time-to-value. Ensure accurate documentation of implementation patterns, customer configurations, and lessons learned in the knowledge base.

Operational Excellence:

Analyze implementation metrics and dashboards to identify performance gaps and improvement opportunities. Drive root cause analysis for delayed or challenged implementations and implement preventive measures. Collaborate with Product, Engineering, Support, and Customer Success teams to improve overall solution supportability and implementation efficiency. Partner with Sales to ensure accurate scoping, realistic timelines, and smooth transitions from pre-sales to delivery. Provide product feedback to influence roadmap priorities based on implementation insights and customer needs. Ensure compliance with organizational policies, security standards, data privacy requirements, and customer contractual obligations.

PLEASE NOTE: This is not an exhaustive list of all duties, responsibilities and requirements of the position described above. Other functions may be assigned and management retains the right to add or change duties at any time.

Minimum Qualifications, Education and Experience

• Bachelor's degree in Computer Science, Engineering, Business, or related field; or equivalent professional experience (minimum 5-7 years in customer-facing technical roles)
• 5+ years of progressive experience in customer implementations, professional services, or technical consulting
• 2+ years of experience supervising or managing implementation, consulting, or technical services teams
• Experience managing complex B2B software implementations in enterprise environments
• Strong understanding of AI/ML concepts and enterprise software deployment methodologies
• Experience with project management tools and methodologies (Rocketlane, Jira, or similar)
• Familiarity with APIs, data integration, and cloud platforms (AWS, Azure, GCP)
• Proficient in Microsoft Office Suite and collaboration tools (Slack, Confluence, etc.)
• Experience in SaaS or technology companies, preferably during growth phases
• Demonstrated ability to build and sustain high-performance technical teams
• Strong coaching and mentoring skills with a track record of developing talent
• Ability to manage multiple complex projects simultaneously while maintaining quality standards
• Proven crisis management and customer escalation handling capabilities
• Excellent verbal and written communication skills with ability to engage both technical and business stakeholders
• Strong analytical and problem-solving abilities with data-driven decision making
• Customer-focused mindset with commitment to delivering exceptional experiences
• Flexibility to accommodate customer schedules across time zones as needed

Preferred Qualifications

• Technical background with hands-on experience configuring and integrating software solutions
• Experience with change management principles and user adoption strategies
• Experience scaling implementation operations in high-growth organizations

Success Profile

The ideal candidate is a hands-on leader who thrives in dynamic customer environments and excels at translating customer requirements into successful technical deployments. You bring structure, accountability, and a relentless focus on customer outcomes. You excel at balancing multiple concurrent implementations, using data to drive decisions, and addressing delivery challenges proactively. You believe in empowering your team through clear expectations, consistent feedback, and a culture where customer success is the standard. You're equally comfortable diving into technical details with engineers and presenting business outcomes to executive stakeholders.

Physical Demands

This position often requires sitting for long periods of time, standing, walking, using hands and arms, handling office equipment, speaking, listening, and high-level cognitive thinking. Must be able to use a computer and other office machinery including copiers, scanners and computer software.

Working Environment

This is a remote position with occasional domestic and potential international travel required (15-25%) for customer meetings, team offsites, and company events. The role may require flexibility in working hours to accommodate customer schedules and time zones during critical implementation phases.

ACCOMMODATIONS
Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of the job.

Pay Range: USD $150,000.00 - USD $170,000.00 /Yr.