Director of Professional Services
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Job Description
Director leading implementations, client care, adoption, and professional services for Onflo’s K-12 education service platform. Building scalable delivery processes while managing teams, capacity, and commercial performance.
Responsibilities:
- Lead the Professional Services function end to end
- Oversee approximately ten people across two layers, including four direct reports
- Ensure delivery quality across implementation and ongoing solutioning engagements
- Own client care outcomes against service levels through the Manager of Professional Services
- Drive post-implementation adoption so districts realize the value purchased
- Plan resources and capacity across the function
- Update and build methodologies, templates, processes, playbooks, and operating standards
- Manage commercial performance, including scoping, pricing, and margin, with the VP and Finance
- Serve as senior escalation point above the Implementation Manager and Manager levels
- Coach and develop direct reports
- Modernize existing processes and create undocumented processes while delivery work continues and districts go live
Requirements:
- 7 to 12 years of professional experience
- 5 to 8 years managing people directly
- Personal ownership of a large-scale, multi-department rollout from kickoff through steady state, vendor-side or district-side
- Experience building a process, playbook, or operational framework where none existed
- Experience recovering something genuinely at risk of failing
- Repeatable approach to making a new system stick past go-live, with a metric moved
- Ownership of operating metrics for a managed team, including acting when one went the wrong way
- Working knowledge of K-12 systems, single sign-on, student information systems, and data provisioning
- Strong communication and stakeholder management, including with Sales and Finance
- Able to travel 10% to 25% for internal meetings, conferences, industry events, and occasional on-site work with districts
- Background check required at offer
- Must meet employment eligibility requirements verified through E-Verify
Benefits:
- Discretionary annual bonus
- Fully remote work within the United States
- Core operating hours of 9 a.m. to 5 p.m. Eastern
- Equal opportunity employer committed to building a diverse team
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