[Hiring] Professional Services Manager @First Advantage Global operating Centre

Role Description

As Professional Services Manager (Implementation) you will be the connective tissue between customer requirements and successful onboarding to the First Advantage program. Owning implementations from discovery through go-live, you will translate technical and operational requirements into practical business solutions, align customers and internal teams around clear decisions, and accelerate time to revenue without compromising quality or customer outcomes.

This is a customer-facing role for someone who can move confidently between business strategy, solution design, project execution, and stakeholder influence. You will bring structure to ambiguity and guide customers toward scalable best-practice solutions.

This is a 100% remote position; however, the individual must be based in the United States and be available to travel up to 25%.

Responsibilities

• Lead implementations across the First Advantage product portfolio, from discovery and solution design through configuration, testing, go-live, stabilization, and transition to Customer Success.
• Turn customer business and technical requirements into scalable, supportable solutions. Lead discovery, explain trade-offs and constraints, and guide customers toward best-practice decisions.
• Build and govern customer-centric implementation plans with clear scope, milestones, owners, dependencies, risks, decisions, and success measures.
• Negotiate scope, priorities, timelines, responsibilities, and solution choices with customers and internal stakeholders while maintaining trusted relationships.
• Orchestrate delivery across Sales, Product, Technology, Operations, Customer Success, ATS/HRIS partners, and customer teams, resolving blockers and holding stakeholders accountable.
• Lead integration planning, configuration, and pre- and post-production testing. Coding is not required, but technical fluency and strong solution leadership is essential.
• Drive progress toward go-live and first revenue, proactively managing scope creep, delivery risk, customer dependencies, and recovery plans.
• Use lessons learned and customer insights to improve implementation playbooks, reusable solutions, and delivery processes, while sharing expertise with peers.

How You’ll Work

• High Emotional Intelligence: Listen actively, adapt your communication, and navigate challenging discussions while maintaining trust.
• Collaborative Influence: Build alignment without relying on authority and move teams toward clear decisions and shared accountability.
• Business Acumen: Connect implementation choices to customer outcomes, operational impact, revenue, risk, and scalability.
• Creative Curiosity: Ask incisive questions, explore root causes, and design practical solutions that balance customer needs with delivery standards.
• Learning Agility: Experiment thoughtfully, learn from setbacks, and adjust quickly without losing momentum.

What Success Looks Like

• Customers understand the implementation path, decisions required, and responsibilities needed to adopt the agreed solution.
• Projects are tightly scoped and actively governed, with transparent ownership, risks, decisions, and next steps.
• Solutions are technically feasible, commercially sound, scalable, and aligned with best practice.
• Cross-functional teams align early, blockers are resolved quickly, and avoidable rework and customization are reduced.
• Implementations reach go-live and first revenue with speed, predictability, and customer confidence.

Qualifications

• Bachelor’s Degree or equivalent professional work experience.
• 5+ years leading complex implementations, professional services engagements, solution delivery, or comparable customer onboarding programs in B2B SaaS.
• Demonstrated strength in discovery, requirements gathering, solution design, scope and risk management, project governance, testing, and launch readiness.
• Proven ability to negotiate, influence through expertise and data, and hold customer and internal stakeholders accountable to commitments.
• Ability to translate integrations, APIs, data exchange, configuration, and ATS/HRIS concepts into clear business implications and actionable recommendations. Coding experience is not required.
• Excellent facilitation, executive presence, presentation, written communication, analytical judgment, and cross-functional leadership skills.
• Experience partnering with Sales or pre-sales, Product, Technology, Operations, and Client Success.

Helpful, But Not Required

• Experience in background screening, HR technology, HCM, identity, compliance technology, or another complex or regulated B2B environment such as financial services or healthcare.
• Solutions consulting, technical account management, or pre-sales solutioning experience.
• Experience using AI-enabled tools, automation, or analytics to improve implementation speed, quality, documentation, or decision-making.
• Formal project or change management certification.

Benefits

• Ability to work remotely with occasional business travel.
• Medical, Vision, Dental, and supplementary benefit plans.
• 401k with an employer match, and an Employee Stock Purchase Plan (ESPP).
• Competitive and flexible Paid Time Off (PTO) and 9 paid company holidays.
• Access to tech and growth opportunities, and leaders who want you to succeed!

Salary Range

The salary range for this position is approximately $80-90K USD annually. This range reflects our good faith estimate to pay fairly as to what our ideal candidates are likely to expect, and we tailor our offers within the range based on the selected candidate’s experience, industry knowledge, technical and communication skills, and other factors that may prove relevant during the interview process.

Equal Employment Opportunities at First Advantage

First Advantage is an equal opportunity employer. We are committed to providing a workplace and recruitment process that is free from unlawful discrimination, harassment, and retaliation. Employment decisions at First Advantage are based solely on qualifications, merit, and business needs. We do not discriminate in any aspect of employment on the basis of race, color, national origin, ancestry, citizenship, religion, creed, sex, gender identity, gender expression, sexual orientation, marital or family status, pregnancy, age, physical or mental disability, medical condition, genetic information, veteran or military status, or any other characteristic protected by applicable law.