Job Description

The Director, Software Implementation is a key member of the Professional Services leadership team, reporting directly to the Chief Services Officer. In this role, you will partner closely with Professional Services (PS) leadership, Client Services, Sales, and Finance to scale our global revenue-generating operations, optimize processes, and drive efficiency across the organization.


This highly visible, cross-functional position requires a strategic thinker with exceptional problem-solving skills, strong business acumen, and the ability to distill complex data into actionable insights. The ideal candidate brings a blend of quantitative expertise, operational excellence, and outstanding communication skills to influence at all levels of the organization.

Key Responsibilities

Operational Excellence & Reporting

+ Design, maintain, and continuously improve operational reports and dashboards that provide advanced analytics on key performance indicators (KPIs).
+ Ensure accuracy and consistency of PS data and metrics, with strong governance around data management.

Strategic Planning & Resource Optimization

+ Partner with PS leadership on annual fiscal planning and resource allocation.
+ Continuously evaluate and optimize team capacity, utilization, and staffing models based on evolving business needs.
+ Drive alignment of operational outcomes with PS financial plans and organizational goals.

Process Design & Business Enablement

+ Define, implement, and refine PS processes spanning pre-sales, bookings, staffing, delivery, operations, and finance.
+ Lead the rollout of new PS offerings -- from concept and business modeling to contracting, billing, and customer delivery.
+ Champion process automation and tool adoption to enhance efficiency and scalability.

Insights & Executive Communication

+ Develop and communicate actionable insights that shape strategy, inform decision-making, and support organizational growth.
+ Prepare and deliver board-level presentations on revenue performance, utilization, backlog, project health, and PS initiatives.
+ Influence PS department policies and priorities through thoughtful recommendations backed by data-driven analysis.

Cross-Functional Leadership

+ Coordinate with stakeholders across multiple time zones and business functions to drive strategic projects to completion.
+ Model adaptability and critical thinking when solving complex, ambiguous problems.

Qualifications

5-10 years of experience in an operations leadership role, ideally within technology companies or dynamic professional services environments. Proven success in building, monitoring, and scaling PS utilization, capacity, and KPI reporting. Advanced proficiency in Microsoft Excel (formulas, pivot tables, charts, lookups). Strong expertise with Salesforce (Sales & Service Cloud) and Jira. Experience implementing CRM redesigns, process improvements, and workflow automation to enhance efficiency and scalability. Hands-on experience with Professional Services automation tools and connectors, including configuration and reporting. Exceptional communication and influencing skills, with the ability to present insights to executive and board-level audiences. Strong analytical and problem-solving skills, with comfort navigating ambiguity and driving clarity Must meet stringent financial analysis deadlines for month-end reporting


Remote in Canada


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