Director, Professional Services Excellence

Ready to be a Titan?
The Director of Professional Services Excellence is responsible for building a new organization that drives efficiencies, process execution, and continuous improvement across all Professional Services teams. The PS Excellence team will develop standardized templates, tools, and automation provide governance and compliance and deliver customer training and virtual practices in order to provide a consistent customer experience for all customer segments. This role partners with other senior leadership within and outside of the Professional Services team to drive positive change to the customer journey.
What you'll do:

• Partner with the VP of Professional Services to establish key KPIs and set strategic business decisions based on data analytics in order to scale PS organization across all departments and deliver on financial results.
• Lead efforts to deliver offshore capabilities of select roles to drive cost reduction activities within PS org.
• Launch and manage a PSA tool and associated templates and dashboards to accurately manage PS Financials and improve efficiencies in forecasting, scoping, and resource management.
• Lead the Customer Training organization to efficiently deliver solution enablement to our customers' administrators and end users.
• Lead creation and maintenance of customer facing project and program artifacts, providing a consistent look and feel that represents ServiceTitan excellence.
• Lead collaboration with Sales and Products to define best practices and templatized workflows for standard customer outcomes by vertical and customer segments.
• Establish and lead virtual knowledge sharing Practices to enable PS organization on best practices, processes, and vertical solutions.
• Develop and launch governance and compliance processes and metrics to ensure consistent customer experience, and measure for continuous improvement.

What you'll bring

• 15+ years SaaS management experience (staff and budget) in services delivery within the global enterprise software solutions industry, or equivalent experience
• Bachelor's degree or equivalent
• Demonstrated leader with a track record of leading, coaching, and developing high-performing distributed teams
• Demonstrated success with driving organizational change and aligning teams to meet corporate and departmental objective
• Experience with Professional Services Automation (PSA) tools to manage business.
• Exception problem solver with ability to drive high level insights from detailed data
• Ability to engage effectively with executive leadership and front line employees

Be Human With Us:
Being human isn't about checking every box on a list. It's about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we're solving. We're in this together. Come be human, with us.
What We Offer:
When you join our team, you're not just accepting a job. You're making a career move. Here's how we'll support you in doing some of the most impactful work of your career:

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more.
• Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to Headspace, Galileo, One Medical, Ginger and more.
• Support for Titans at all stages of life: Parental leave and support, up to $20k in adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more.

At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.