Director, Professional Services

OpenGov is the leader in AI and ERP solutions for local and state governments in the U.S. More than 2,000 cities, counties, state agencies, school districts, and special districts rely on the OpenGov Public Service Platform to operate efficiently, adapt to change, and strengthen the public trust. Category-leading products include enterprise asset management, procurement and contract management, accounting and budgeting, billing and revenue management, permitting and licensing, and transparency and open data. These solutions come together in the OpenGov ERP, allowing public sector organizations to focus on priorities and deliver maximum ROI with every dollar and decision in sync. Learn about OpenGov’s mission to power more effective and accountable government and the vision of high-performance government for every community at OpenGov.com.Job Summary:The Director of Professional Services leads a team of Project Managersand implementation experts responsible for implementing OpenGov solutions on time, onbudget, and with high customer satisfaction. The role owns delivery predictability andportfolio profitability across a defined product vertical, enabling project managers toforecast and deliver accurately and enabling implementation analysts and consultants todeliver quality configuration, training, testing, and user acceptance.The Director partners closely with Product Management and Engineering to translateimplementation reality into product direction, to reduce the manual effort required tostand up a customer, and to stand up engineering-led custom solutions where thestandard product does not yet meet a customer commitment. The Director also serves asexecutive sponsor on projects within their portfolio.This is a role for someone who can hold two responsibilities at once: run a disciplineddelivery organization against hard financial targets, and shape what gets built so thatdelivery gets easier and the product continues to grow with our customers.Responsibilities:Delivery Leadership and Operational ExcellenceLead a team that achieves results and delivers intended, measurable outcomes for thebusiness and for our customers.Lead project managers with the operational rigor that drives predictability in scope,schedule, and effort.Enable project managers with the tools, standards, and skills to set scope, timeline, anddeliverables for successful deployments across multiple customers simultaneously.Enable implementation analysts and consultants with the tools and skills to identify needs, configure and test solutions, and train customers effectively.Own forecast accuracy for the portfolio, including hours to complete, revenue recognition timing, and go-live dates.Establish command and control of project delivery, internally and externally, when projects are escalated.Identify early signs of project and customer risk and devise risk response strategies thatkeep teams moving forward.Set the expectation that the team works AI-first: apply AI tooling to scoping, configuration, testing, documentation, status reporting, and knowledge capture, and measure the hours it returns to the portfolio.Lead the ongoing enhancement and codification of OpenGov’s project deliverymethodology so that improvements persist beyond any single project or person.Portfolio Financial OwnershipManage P&L for portfolio profitability, including margin, utilization, and hours-over-budget performance.Drive efficiency gains during implementation so customers realize time to value as quickly as possible. Ensure proper resource planning against a rolling forecast.Participate in the sales process as needed to ensure proper scoping, resourcing, anddeliverability of what is being sold.Product and Engineering PartnershipServe as the delivery organization’s primary voice into Engineering partners for theassigned vertical, bringing structured, evidence-backed input rather than anecdote.Convert implementation friction into a prioritized product signal: quantify whereconfiguration effort, workarounds, and repeated custom work are consuming hours, and translate that into concrete product requests with supporting delivery data.Participate in roadmap and planning cycles as a standing partner, advocating for theconfigurability, extensibility, and deployment tooling that reduce services effort percustomer.Provide field validation for in-development features by coordinating design partners, early adopters, and pilot deployments within the portfolio, and by returning clear, timelyfeedback to product teams.Track and report the delivery impact of shipped product improvements, includingreduction in implementation hours, shortened time to go-live, and lower escalation volume.Help shape release readiness from a delivery standpoint, ensuring that documentation,enablement, and migration paths exist before a feature reaches customers at scale.Customer and Executive EngagementServe in an executive sponsor role and travel to customer sites to solidify relationships and ensure projects remain on track.Build strong cross-functional and customer relationships that hold up under pressureduring escalations.Produce key customer references through high quality of delivery.Partner with cross-functional teams to secure required resources and to set appropriateexpectations with internal and external stakeholders.Team Leadership Inspire and persuade the team to buy into the overall company vision and to deliver a high standard of customer satisfaction.Build and develop a high-performing team: cultivate top talent, coach for growth, and take swift, fair action on underperformance while sustaining trust and collaboration.Act like an owner. Navigate business challenges and opportunities to deliver productiveoutcomes, and demonstrate commitment to the organizational mission, vision, and culture.Requirements and Preferred Experience:RequiredMinimum of five years leading professional services delivery teams in a SaaS environment, including direct P&L ownership.Demonstrated experience driving an AI-first mentality across a delivery team: identifying where AI can remove manual effort from implementation, configuration, documentation, and reporting, and holding the team accountable for actually adopting it rather than treating it as optional.Track record of partnering with Product and Engineering organizations to influenceroadmap priorities using delivery data.Experience scoping and delivering custom or configured solutions in coordination withengineering teams, including managing the commercial and support implications of that work.Strong analytical thinking, a systems perspective, and diligent process analysis skills.Strong initiative and innovative thinking, with the ability to work in detail and translatefindings into a big-picture view.Ability to adapt to a rapidly changing product and respond strategically to customerneeds.Experience building high-performing teams and managing performance directly.Experience with risk mitigation, risk management, and escalation handling.Comfort working with delivery and product data directly, including utilization, effort, and escalation reporting.Communicate with confidence and credibility at the executive level, internally and withcustomers.Comfortable using AI-native tools to accelerate workflows and improve efficiency.PreferredExperience with government processes, protocols, and use cases applicable to oursoftware.Familiarity with software development practices and release cycles sufficient to engagecredibly with engineering teams on scope and feasibility.Experience defining the boundary between product capability and services delivery in agrowing SaaS organization.Compensation:Chicago, IL: $180,000 - $200,000On target ranges above include base plus a portion of variable compensation that is earned based on company and individual performance.The final compensation will be determined by a number of factors such as qualifications, expertise, and the candidate’s geographical location.Why OpenGov?A Mission That Matters. At OpenGov, public service is personal. We are passionate about our mission to power more effective and accountable government. Government that operates efficiently, adapts to change, and strengthens public trust. Some people say this is boring. We think it’s the core of our democracy.Opportunity to InnovateThe next great wave of innovation is unfolding with AI, and it will impact everything—from the way we work to the way governments interact with their residents. Join a trusted team with the passion, technology, and expertise to drive innovation and bring AI to local government. We’ve touched 2,000 communities so far, and we’re just getting started.A Team of Passionate, Driven PeopleThis isn’t your typical 9-to-5 job; we operate in a fast-paced, results-driven environment where impact matters more than simply clocking in and out. Our global team of 800+ employees is united in our commitment to challenge the status quo. OpenGov is headquartered in San Francisco and has offices in Atlanta, Boston, Chicago, Dubuque, Dallas, and Pune.A Place to Make Your MarkWe pride ourselves on our performance-based culture, where every employee is encouraged to jump in head-first and take action to help us improve. If you have a great idea, we want to hear it. Excellent performance is recognized and rewarded, and we love to promote from within.Benefits That Work for YouEnjoy an award-winning workplace with the benefits to match, including:Comprehensive healthcare options for individuals and familiesFlexible vacation policy and paid company holidays401(k) with company matchPaid parental leave, wellness stipends, and HSA contributionsProfessional development and growth opportunitiesA collaborative office environment with weekly catered lunches.Compensation Range: $180K - $200KLocationUS | Illinois | ChicagoEmployment TypeFull timeLocation TypeOn-siteDepartmentProfessional ServicesCompensationChicago, IL$180K – $200KOn target ranges above include base plus a portion of variable compensation that is earned based on company and individual performance.The final compensation will be determined by a number of factors such as qualifications, expertise, and the candidate’s geographical location.