Senior Manager, Professional Services

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Manager, Professional Services based in the United States.

The Senior Manager, Professional Services will lead a team responsible for delivering complex contact center solutions to enterprise customers.
This role combines people leadership, program oversight, delivery governance, and professional services strategy across multiple concurrent engagements.
You will own delivery quality, consistency, and customer outcomes while establishing scalable methodologies and repeatable best practices.
Working closely with Sales, Customer Success, Support, Product Management, and executive stakeholders, you will help align customer commitments with delivery capacity and product capabilities.
The role also provides an opportunity to shape new services, improve operational efficiency, and introduce AI-enabled tools into implementation workflows.
You will play a key role in developing technical talent, managing performance, and strengthening the maturity of a growing professional services organization.
This is a fully remote leadership opportunity suited to an experienced delivery professional who thrives in a fast-paced, enterprise technology environment.

Accountabilities:

• Lead, manage, coach, and develop a team of Delivery Engineers and Engineer Leads responsible for enterprise contact center implementations across North America.
• Own team hiring, performance management, career development, goal setting, workload distribution, and business-hour coverage.
• Establish and continuously improve standardized professional services delivery methodologies, including project plans, requirements documentation, testing, and customer sign-off processes.
• Develop and maintain reusable delivery assets such as code libraries, configuration templates, statements of work, playbooks, and best-practice guides to improve consistency and reduce implementation time.
• Monitor delivery performance across multiple concurrent enterprise engagements, proactively identifying risks and resolving issues before they escalate.
• Partner with Sales, Customer Success, Support, and Product Management to align customer commitments, product capabilities, delivery capacity, and roadmap priorities.
• Provide executive-level visibility into project status, delivery risks, resource capacity, and overall portfolio performance through structured reporting.
• Serve as an escalation point for high-profile, complex, or at-risk enterprise customer engagements.
• Contribute to the creation and expansion of new Professional Services offerings, methodologies, templates, and supporting resources.
• Identify and champion opportunities to use AI and automation to improve delivery efficiency, including documentation, configuration and code generation, quality assurance, and customer implementations.
• Promote a culture of accountability, continuous improvement, collaboration, and customer-focused delivery across the professional services organization.

Requirements:

• 7+ years of experience in Professional Services, technical implementation, solutions engineering, or customer-facing technical delivery roles, including hands-on project delivery experience.
• At least 5 years of experience leading customer-facing technical teams, with experience managing senior engineers or managers considered a plus.
• Demonstrated success delivering enterprise-scale implementations involving large customer environments, such as hundreds of sites or thousands of users.
• Experience owning or improving delivery methodologies, standardized reporting, operational processes, or implementation frameworks within a Professional Services organization.
• Bachelor’s degree or equivalent professional experience.
• Strong written and verbal English communication skills, with confidence presenting information and recommendations to executive-level stakeholders.
• Strong people-management capabilities, including coaching, performance management, talent development, and building high-performing technical teams.
• Excellent organizational and program-management skills, with the ability to manage competing priorities and multiple complex engagements.
• Strong problem-solving and escalation-management skills, with the ability to identify delivery risks and implement practical solutions.
• Enterprise contact center or CCaaS experience with platforms such as NICE inContact, Genesys, Cisco, Avaya, Five9, 8x8, Talkdesk, or similar solutions is highly desirable.
• Experience creating Professional Services offerings, SOW templates, delivery playbooks, or other scalable implementation resources is a plus.
• Familiarity with Customer Experience and Customer Journey Mapping frameworks is beneficial.
• Experience with AI-powered contact center technologies, such as conversational IVR, virtual agents, AI-assisted quality assurance, agent assist, sentiment analysis, or intent analytics, is advantageous.
• PMP, Agile/Scrum, Six Sigma, or ITIL certification is a plus.
• Comfortable working in a rapidly evolving technology environment and adapting delivery practices to new products, customer needs, and emerging technologies.

Benefits:

• Comprehensive medical, dental, and vision insurance.
• Disability and life insurance coverage.
• Health Savings Account (HSA) and Flexible Spending Account (FSA) options.
• Commuter benefits and voluntary supplemental health and life insurance.
• 401(k) matching program and Employee Stock Purchase Plan (ESPP).
• Paid time off and paid sick leave.
• Paid parental and pregnancy leave.
• Family-forming benefits, including support for IVF, preservation, and adoption.
• Emergency backup care for children, adults, and pets.
• Employee Assistance Program with 24/7 access to counseling services.
• Free legal services, including legal advice, document preparation, and estate planning support.
• Employee referral bonus program.
• Student loan refinancing assistance.
• One-to-one employee coaching and professional development resources.
• Employee perks and discounts programs.
• Remote work arrangement within the United States.
• For eligible locations, the full-time compensation range is approximately $88,000–$165,000 , with eligibility for variable pay, equity, and additional benefits. Actual compensation may vary based on location, experience, skills, and other relevant factors.

How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

#LI-CL1

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.