Senior Director of Professional Services & Strategic Operations

The Senior Director of Professional Services & Strategic Operations, is responsible and accountable for Xolv implementation practices and the provision of services for external customers. You will be accountable for oversight of our Professional Services technical delivery functions, standards and process, and the design, creation, and sustained engineering of our intellectual property, products, and operating frameworks. You'll manage a multi-level, versatile, function, and balance resource usage with disparate needs while establishing best practices. As an industry expert, you'll empower the organization through our culture of continuous improvement while partnering with cross functional teams to delight your customers. Services may include software integration, data migration and transformation, visualization, deployment, business process automation, partner management, thought leadership and more. The Senior Director of Professional Services & Strategic Operations is a strong leader that promotes and enables operational excellence and successful client implementations that provide customers with measurable value and drives revenue and profitability for the practices. The successful candidate will be an expert in the areas of complex project management, external client consulting, professional services financial measurement and management, team leadership, people development, problem-solving and solution development. This role must have extensive experience in the field and should be passionate about customer satisfaction.

Core Responsibilities & Essential Job Functions
? Manage customer interaction at the senior leadership level; leading design sessions, executive-level interactions, cross-team collaboration, issue and risk mitigation.
? Manage partner technology program management.
? Leveraging Agile methodology to ensure end to end successful client and partner implementation and deployment.
? Engage continuously with the client and partner post implementation to guarantee optimal satisfaction.
? Manage the pre-sale engagement in providing materials, coordination, and logistics.
? Work cross-functionally with key stakeholders to ensure smooth client onboarding and continued success from Pre-sales through Customer Success.
? Manage and scale team responsible for product design, implementation managers, SME engineers, as well as the integration specialists responsible for scoping and supporting the system integration workstream for customers and enterprise application systems.
? Innovate the client onboarding program to provide scalable customer support.
? Implement and maintain standard integrations, simplify deployment, and ensure continued upgrades to keep pace with product innovation.
? Collaborate with the product, engineering and customer support teams to ensure client expectations and project timelines are met.
? Collaborate with engineering to ensure development infrastructure continues to evolve to support a growing client and enterprise application portfolio.
? Design and implement best practices for product deployment professional services and support the strong partnerships necessary to maintain them over time.
? Collaborate with the product team to scope and deliver on system enhancements and changes to product functionality and standard professional service frameworks.
? Facilitate ongoing knowledge transfer of professional service offerings to internal client-facing teams.
? Support our mission to advocate for equitable, inclusive, accessible, and justice-driven technology solution design.

Qualifications

Minimum Education, Experience & Training Equivalent to:
? Bachelor's degree and 7+ years of relevant work experience.
? 7+ years leading teams in technical integration and customer implementation project management functions.
? Customer-facing experience with large enterprise clients, Human Services and Healthcare industries required.
? The ability to understand complex solutions and explain them in a straightforward and precise way to both a technical and business customer.
? Experience leading growing teams through a hands-on and collaborative approach to management.
? A strong understanding of integrations, business processes, or technology designs.
? Consulting experience in a technical project management function is a plus.
? Enterprise application and/or complex IT systems deployment experience preferred.
? Demonstrated experience in budget planning and management, both capital and operating expenses.

Knowledge & Skills
? Sensitivity to working with an ethnically, linguistically, culturally, and economically diverse population.
? A commitment to the values of the organization while demonstrating good judgment, flexibility, patience, and discretion when dealing with confidential and sensitive matters.
? Proficient in Microsoft Office (Outlook, Word, Excel, etc.), especially Excel and related computer software.
? Proficient in Atlassian products, specifically Jira and Confluence.
? Consistently demonstrate good judgment and decision-making skills while maintaining the highest level of confidentiality.
? Work in an exciting, fast paced high energy environment while effectively multitasking and managing day-to-day responsibilities without supervision.
? Balanced business/technical experience with (a) sufficient level of technical knowledge to provide high-credibility leadership to development teams and to evaluate complex project risks accurately and objectively; and (b) the business acumen to provide leadership to business analysts, collaborate with customers, and develop strategies and solutions of high business value.
? Demonstrated operations management experience with expert knowledge of both Agile and traditional project management principles and practices and the ability to blend the approaches to optimally fit a project and business environment.
? Proven ability to successfully implement software and business development projects using Agile methodologies.
? Strong interpersonal skills; able to work comfortably with individuals at all levels within the organization.
? Excellent verbal and written communication skills; frequent proofreading and checking documents for accuracy.
? Highly detail-oriented

Physical Requirements
? Must be able to communicate effectively within the work environment, read and write using the primary language within the workplace.
? Visual and auditory ability to work with clients, staff and others in the workplace continuously.
? Frequent speaking and listening (25-75%) to clients, staff, and others in the workplace.
? Ability to utilize computer, cell phone (iPhone) and telephone with access to appropriate remote workspace for potentially engaging in confidential matters.

CONDITIONS OF EMPLOYMENT
? Must be legally authorized to work in the United States without restriction.
? Ability to obtain and maintain criminal record clearance through the Department of Justice (DOJ).
? Ability to obtain and maintain clearance through the Office of Inspector General.
? Must attend any required training.

The listed salary range for this position is an expected range. The actual offer will be at the company?s sole discretion and determined by relevant business considerations, including the final candidate?s qualifications, years of experience, skillset, and geographic location.

The statements contained in this job description reflect general details as necessary to describe the principal functions of this job. It should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas as deemed fit for the organization.

Time Type

Full time

Compensation

$200,000 - $250,000 Annually

The statements contained in this job description reflect general details as necessary to describe the principal functions of this job. It should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas as deemed fit for the organization.

Xolv is an equal opportunity employer.

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