[Hiring] Director of Professional Services @Onflo

Role Description

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

Qualifications

• 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

Benefits

• $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

Company Description

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 www.DHS.gov/E-Verify