Senior Director, Global Professional Services

Role Description

This role owns GOARC's global implementation and delivery function end to end, including methodology, execution quality, program governance, team development, and delivery economics. While enterprise programs demand the highest levels of governance and executive engagement, this leader is equally responsible for continuously improving GOARC's SMB and midmarket delivery motion through standardization, automation, AI, and operational excellence to increase implementation quality, speed, and scalability across all customer segments. This role requires regular travel to support customer implementation programs.

What You Will Own

• Enterprise Program Governance: Own governance across GOARC's strategic enterprise implementation portfolio, including phase-gate discipline, steering committee leadership, escalation judgment, wave planning, site readiness, and executive reporting.
• Delivery Methodology: Evolve GOARC's implementation methodology into a comprehensive delivery operating model, standardized governance, templates, quality standards, and execution practices for global deployments.
• Program Management Office: Establish and mature GOARC's Project Management Office to provide the governance, operational cadence, and portfolio visibility required to successfully execute enterprise implementations at scale.
• Team Development and Capacity Building: Lead and scale GOARC's Professional Services organization into a high-performing global team capable of delivering complex enterprise programs with consistency and excellence.
• Delivery Economics: Own the operational and financial performance of the Professional Services organization, balancing delivery quality, implementation capacity, utilization, and customer outcomes.
• Cross-functional Leadership: Own the operational partnership between Professional Services, Presales, Customer Success, Support, Product, and Engineering.
• CS Handoff and Value Continuity: Define and enforce the standard for a complete implementation handoff to Customer Success.

Qualifications

• 10+ years leading enterprise SaaS implementations or Professional Services organizations, including 5+ years in delivery leadership.
• Demonstrated experience governing multi-site or multi-wave enterprise rollouts.
• Proven ability to adapt and mature a delivery methodology.
• Strong executive presence.
• Builder orientation.
• Experience in industrial, manufacturing, EHS, safety, or operational technology SaaS is strongly preferred.
• Hands-on orientation.

What Success Looks Like

• First 30 Days:
  • Assume executive ownership of GOARC's global Professional Services organization and active implementation portfolio.
  • Build relationships with key customer stakeholders.
  • Assess delivery methodology, governance, staffing, utilization, capacity, and implementation health.
  • Complete a comprehensive assessment of GOARC's active enterprise implementation portfolio.
  • Present a prioritized 90-day action plan to executive leadership.
• First 60 Days:
  • Stand up governance and reporting cadence across all strategic implementations.
  • Introduce enhancements to the GOARC implementation methodology.
  • Improve executive visibility into delivery health.
  • Develop a 12- to 18-month Professional Services capacity and hiring plan.
  • Reduce delivery risk across active enterprise implementations.
• First 6 Months:
  • Continue maturing the GOARC implementation methodology.
  • Improve implementation predictability, consultant utilization, project profitability, and customer satisfaction.
  • Establish a scalable PMO cadence.
  • Build the organizational structure and leadership required to support 2027 growth.
  • Successfully execute key milestones across GOARC's strategic enterprise implementation portfolio.

What This Is Not

This is not a role for someone who wants to optimize an already-mature professional services function. If a high-stakes program, real ownership, and the chance to define how enterprise implementation is done are more compelling to you than a large team, a fully defined playbook, and a predictable operating environment, this role was built for you.

Benefits

• Competitive compensation
• Comprehensive medical, dental, and vision coverage
• 401(k) retirement savings plan
• Flexible paid time off and company holidays
• Professional development and industry conference opportunities
• Remote-first work environment with flexibility