Senior Manager, Digital and Payment Solutions

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

📋 Description

• Take ownership of portfolio performance concerning revenue, margin, utilization, backlog health, delivery capacity, and resource planning for a designated product-aligned Professional Services portfolio.

• Direct delivery execution to enhance predictability, quality, time to value, customer experience, and escalation management throughout implementation, Advisory+, Managed Services, and associated delivery methods.

• Convert product pillar priorities, Customer Success goals, and Professional Services financial objectives into portfolio operating plans, team priorities, and measurable delivery results.

• Collaborate with Process Architecture to transform portfolio delivery practices into standardized processes, scalable workflows, automation-ready procedures, and clear operational expectations within Professional Services.

• Work alongside Delivery Orchestration to identify, prioritize, and implement tools, automation, AI-driven delivery practices, and Forward Deployed Engineer support.

• Partner with Product, Sales, Customer Success, Support, Renewals, and Services leadership to synchronize roadmap readiness, service offerings, customer outcomes, and feedback loops for products.

• Utilize portfolio insights, delivery metrics, and operational trends to pinpoint risks, enhance delivery performance, support renewal readiness, and bolster value realization.

• Propel the adoption of standardized delivery practices and scalable operational rhythms while guiding decision-making on delivery by Blackbaud teams, global delivery centers, partners, automation, or Forward Deployed Engineers.

• Build and lead global delivery teams with well-defined expectations, coaching, workforce planning, role clarity, engagement, retention, and accountability in leadership.

⛳️ Requirements

• Over 5 years of experience in leading professional services, implementation delivery, customer success services, services operations, or product-aligned delivery teams with a responsibility for business outcomes.

• More than 3 years of experience in people leadership, encompassing coaching, performance management, workforce planning, role clarity, prioritization, and team capability development.

• Proven ability to oversee financial and operational performance, including revenue achievement, margin, utilization, backlog health, capacity planning, delivery predictability, and customer outcomes.

• Strong understanding of professional services delivery models, customer value realization, implementation quality, service offerings, operational reporting, and process improvement methodologies.

• Experience collaborating with Product, Sales, Customer Success, Support, Renewals, and executive stakeholders to align delivery execution, roadmap readiness, customer outcomes, and escalation management.

• Preference will be given to candidates with experience in leading multisite, international, or globally distributed teams.

• Capability to leverage data and operational insights to identify risks, enhance delivery performance, increase adoption, and facilitate renewal readiness.

• Comfort in navigating through ambiguity, organizational change, portfolio complexity, and evolving delivery models, including automation, global delivery, and Forward Deployed Engineer integration.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Remote-flexible workforce.

• Wellness Programs.

• 401(k) program with employer match.

• Flexible paid time off.

• Generous Parental Leave.

• Donations for Doers.

• Pet insurance, legal, and identity protection.

• Tuition reimbursement program.