Director, U.S. Services

This is a fully remote position, open to applicants in Massachusetts, +1 more state.

📋 Description

• Take charge of the U.S. Services division, overseeing its P&L, personnel, and collaboration with Sales.

• Report directly to the Global SVP of Services and engage with the global services leadership team.

• Manage the regional P&L, being responsible for revenue, margin, utilization, and forecast precision.

• Collaborate with U.S. sales leadership and account teams on pipeline development, project scoping, pricing strategies, and deal formulation.

• Lead and expand the team by mentoring and developing managers and consultants, as well as proactively hiring to meet demand.

• Take ownership of recruiting, onboarding, and regional performance metrics.

• Ensure delivery quality by keeping projects on schedule, within budget, and suitable for reference.

• Step in to address at-risk engagements and manage strategic accounts.

• Broaden managed services, advisory, and enablement offerings alongside implementation efforts.

• Assist the team in leveraging AI to enhance productivity, quality, and margins while shaping AI-driven customer service solutions.

⛳️ Requirements

• Significant leadership experience in professional services, consulting, or customer delivery within a software or SaaS environment, including direct P&L oversight.

• Proven track record of growing a services organization while maintaining or enhancing profit margins.

• Experience collaborating closely with sales on pre-sales activities, project scoping, and commercial structuring, along with the ability to challenge deals that lack viability.

• Proven ability in hiring and developing consultants and managers, as well as directly addressing performance challenges.

• Proficient in utilization, backlog, and forecasting metrics, with the discipline to act upon them effectively.

• Excellent communication skills with customers, executives, and a geographically dispersed team.

• Practical experience in applying AI to service delivery or internal operations, achieving tangible results rather than merely familiar with tools (preferred).

• Background in enterprise content management, information management, or workflows that are document-intensive (preferred).

• Experience in regulated sectors such as financial services, insurance, or the public sector (preferred).

• Familiarity with managed services or recurring revenue service models (preferred).

• Experience leading teams across various time zones or countries (preferred).

🏝️ Benefits

• 10 paid holidays each year

• Unlimited Paid Time Off (PTO)

• 401K Matching Plan (25% of employee's contribution up to the IRS maximum)

• Health insurance options (PPO and HDHP/HSA plans available)

• Dental insurance

• Vision insurance

• Life insurance equivalent to 1x employee salary

• Short-term disability coverage (employer funded)

• Long-term disability coverage (employer funded)

• Flexible Spending Plan for medical and dependent expenses

• Flexibility for remote work to foster a healthy work/life balance