Head of Professional Services

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee, mentor, and guide the Project Management and Business Analyst teams responsible for Client Change Requests (CCRs).

• Offer constructive feedback, coaching, performance management, and opportunities for career development.

• Establish individual and team objectives while promoting a collaborative, high-performing delivery culture.

• Direct daily operations of the Professional Services function across client engagements.

• Develop delivery standards, methodologies, best practices, team objectives, KPIs, and performance metrics.

• Ensure timely, high-quality delivery and client satisfaction throughout the Professional Services portfolio.

• Act as the escalation point for delivery risks, client challenges, and cross-project dependencies.

• Supervise new client implementations and associated client engagements.

• Manage the intake, triage, prioritization, scoping, and tracking of Client Change Requests.

• Take responsibility for estimating client engagements and CCRs, ensuring accuracy and defensibility in effort, cost, and timeline estimates.

• Direct client discovery for new engagements and change requests.

• Ensure that discovery yields accurate, complete, and actionable business requirements.

• Establish frameworks, templates, and documentation standards for discovery processes.

• Verify that Business Requirements Documents (BRDs) adhere to consistent, high-quality standards; review and approve BRDs prior to implementation handoff.

• Maintain traceability between discovery outcomes, requirements, and delivered results.

• Collaborate with Product, Engineering/Development, Sales/Account Management, and Support regarding timelines, feasibility, priorities, expectations, and commitments.

• Spearhead initiatives to enhance Professional Services tools, processes, documentation, discovery, estimation, delivery practices, and operational efficiency.

⛳️ Requirements

• 8 to 10 years of experience in professional services, client delivery, or leadership roles in project management.

• Strong understanding of the life and annuity insurance sector, ideally with a focus on executive benefits.

• Experience managing Business Analysts and/or project teams.

• Capability to lead client delivery and Business Analyst teams in Agile, Waterfall, or hybrid frameworks.

• Proficient in requirements gathering, facilitating discovery, and authoring BRDs.

• Strong background in estimation, scoping, and coordination with product/release management processes.

• Excellent communication and stakeholder management skills, particularly with senior client contacts.

• Comfortable collaborating with technical teams on system architecture and implementation feasibility.

• Bachelor’s degree or equivalent experience.

• Familiarity with Jira, SharePoint, GitHub, and AI-enabled productivity or delivery tools.

• Experience enhancing or scaling delivery methodologies, discovery frameworks, templates, and documentation standards.

• Proven track record of working closely with Product Owners, Engineering, Sales, Account Management, and Support in a client delivery setting.

• Willingness to travel, including occasional overnight stays.

🏝️ Benefits

• Performance-driven variable compensation.

• Comprehensive medical, dental, and vision coverage for employees.

• 401(k) retirement plan with competitive employer matching contributions.

• Generous PTO program with annual allocations based on years of service.

• Opportunity to lead and influence a critical Professional Services function as Andesa invests in client delivery, technology modernization, and long-term growth.