Head of Customer Service (Remote)

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. 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. 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. Implementation, ongoing client solutioning, and client care all sit in this function, and together they decide whether that promise holds.

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.

Newer systems do not have documented processes yet. Capacity is managed by judgment rather than a model. 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

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

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. 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.

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. 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.

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

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

Able to travel 10% to 25% for internal meetings, conferences, industry events, and occasional on-site work with districts

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. Onflo is an equal opportunity employer committed to building a team that reflects the diverse communities our clients serve. 135,000 - 160,000 USD per year (Remote (CT/ET Preferred))

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