Director of Professional Services

Somewhere in your career, you walked into something that was already going wrong. A rollout three weeks from a date it was not going to hit. A team that had stopped telling anyone the truth about status. A client who had already decided you were the problem. You did not wait for a playbook, because there was not one. You figured out what was actually broken, told people the parts they did not want to hear, and rebuilt the plan so it would hold this time. And when it landed, it landed because of how you ran it. That is the kind of Director of Professional Services we are looking for. What We Do Every school district in America runs on service. Parents need answers, teachers need support, IT teams need systems that work. Most districts cobble that together with disconnected tools, overwhelmed staff, and no real visibility into what is working. Onflo built the platform that fixes that. Our unified service platform brings together customer service, help desk ticketing, call center operations, AI chat, and IT asset management, purpose-built for K-12 public education. When a district runs on Onflo, their staff spends less time firefighting and more time serving students. Professional Services is the team that makes that real. A district signs with us because they were promised something. Implementation, ongoing client solutioning, and client care all sit in this function, and together they decide whether that promise holds. The Role You would lead the function end to end. Roughly ten people across two layers, with four direct reports: three Implementation Managers, and the Manager of Professional Services who leads the Client Solutions Managers and Client Care Engineers. The first year is largely about making the function current. Processes exist, but some were built for a smaller book of work and need modernizing. Newer systems do not have documented processes yet. Capacity is managed by judgment rather than a model. You would update what is there and build what is not, while the current book of delivery work keeps moving and districts keep going live. For the right person that is the appeal, not the catch. What you would own: Delivery quality across implementation and ongoing solutioning engagements Client care outcomes against service levels, delivered through the Manager of Professional Services Post-implementation adoption, so districts realize the value they bought Resource and capacity planning across the function The methodology, templates, and standards the team runs on Commercial performance of the function, including scoping, pricing, and margin, with the VP and Finance Senior escalation point above the Implementation Manager and Manager level Coaching and developing your direct reports Who Thrives Here We will be direct with you, because we think you will appreciate it. Onflo is a small, entrepreneurial team in the middle of a rebrand and a change to how we deliver services. We do not have a perfect playbook. Priorities shift. Communication is not always tidy. Sales will sometimes scope something your team then has to deliver. Product will not always ship on the timeline you would hope. We know that, and we are actively working on it. What we do have is a product that genuinely helps schools, districts who trust us, and a team that cares about doing the work well. The people who do their best work here build the thing that is missing rather than waiting for it. They are close to the work without taking it over, and they know the difference. They say the unpopular thing early, to Sales, to a district, to their own VP, and they say it without making it personal. They absorb pressure rather than passing it down, because escalations are a permanent feature of this function and the team takes its temperature from whoever is leading it. They take feedback and apply it, and they still hold a point of view. If you have spent your career waiting for clear direction, a defined process, and stable priorities before you produce, this probably is not your role. If you have spent it figuring it out and delivering anyway, keep reading. Two Ways In We are running two candidate paths against the same bar, because the strongest delivery leaders come from two very different places. One is software: you have led implementation, professional services, or customer success inside a technology company. The other is the district side: you have led district-wide or multi-site operational, technical, or change initiatives from inside K-12, in IT, operations, or central-office leadership. If you are coming from a district, your resume will not say "professional services" anywhere, and that is expected. We wrote our requirements around capabilities rather than job titles, and our screeners are instructed not to filter on vendor vocabulary. If you have run something district-wide from kickoff to the day it actually worked, apply. What We Are Looking For 7 to 12 years of professional experience, including 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, and recovering something that was genuinely at risk of failing A repeatable approach to making a new system stick past go-live, with a metric you moved Ownership of operating metrics for a team you managed, including acting when one went the wrong way Enough working knowledge of K-12 systems, single sign-on, student information systems, and data provisioning, to hold a credible conversation and know when to bring in a technical resource. Configuration depth is not required Strong communication and stakeholder management, including with Sales and Finance K-12 or EdTech experience on the vendor side is a plus, not a requirement Able to travel 10% to 25% for internal meetings, conferences, industry events, and occasional on-site work with districts The right person reading this already knows if they are right for it. If that is you, apply. Compensation and Logistics $135,000 to $160,000 base depending on experience, plus a discretionary annual bonus. Fully remote within the United States, with core operating hours of 9 a.m. to 5 p.m. Eastern. A background check is required at offer, because districts set their own access requirements and we have to meet them. Onflo is an equal opportunity employer committed to building a team that reflects the diverse communities our clients serve. All are encouraged to apply. Onflo uses E-Verify to confirm employment eligibility. Learn more at The pay range for this role is: 135,000 - 160,000 USD per year (Remote (CT/ET Preferred)) #J-18808-Ljbffr Rippling, Inc.