We seek a hands-on, metrics-driven, AI-proficient Professional Services Director who owns the Packaging PS revenue number. Reporting to the VP of Operations, the PS leader runs a global delivery organization, and is responsible for forecast accuracy, backlog health, delivery excellence, utilization optimization, margin performance, and customer satisfaction across enterprise and mid-market implementations.

The PS Director partners closely with Sales, Product, and Customer Success to deliver rapid time-to-value while driving profitable growth.

Key Responsibilities

Revenue & Financial Ownership

• Own the Professional Services revenue number.
• Drive forecast accuracy and maintain sufficient backlog coverage.
• Manage individual utilization performance (not blended averages).
• Protect and expand gross margin through rate discipline and scope control.
• Implement clear staffing and capacity planning models.
• Provide accurate and disciplined reporting to executive leadership.

Delivery Excellence

• Deliver high-quality, repeatable implementations with speed and rigor.
• Enforce strong SOW approval and change-order discipline.
• Identify delivery risk early and act decisively.
• Standardize governance, escalation, and execution frameworks.
• Engage directly with strategic enterprise customers when required.

Organizational Leadership

• Lead and scale a global Professional Services team.
• Set clear KPIs and hold team accountable.
• Recruit, onboard and retain top delivery talent.
• Drive performance management, succession planning, and skill development.
• Improve alignment across global regions.

Cross-Functional Partnership

• Partner with Sales to ensure clean scoping and seamless handoffs.
• Collaborate with Product to influence roadmap based on delivery realities.
• Work with Customer Success to maximize retention and expansion.
• Serve as the operational voice in growth and scalability discussions.

Operational Rigor & Systems

• Establish clear PS dashboards: utilization, margin, revenue per FTE, on-time delivery.
• Implement scalable staffing models across regions.
• Drive process automation to improve efficiency and repeatability.

AI & Operational Innovation

• Promote (and personally leverage) daily use of AI to drive outcome.
• Accelerate AI adoption across the PS organization.
• Deploy automation to reduce repetitive work and shorten implementation cycles.
• Enhance early risk detection using AI data-driven insights.
• Architect AI-assisted methodologies to accelerate client time-to-value and project delivery.