Director

Job Summary:

The Director of Professional Services leads a team of Project Managers and implementation experts responsible for implementing OpenGov solutions on time, on budget, and with high customer satisfaction. The role owns delivery predictability and portfolio profitability across a defined product vertical, enabling project managers to forecast and deliver accurately and enabling implementation analysts and consultants to deliver quality configuration, training, testing, and user acceptance.

Responsibilities:

• Delivery Leadership and Operational Excellence

  • Lead a team that achieves results and delivers intended, measurable outcomes for the business 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, and deliverables 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 that keep 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 delivery methodology so that improvements persist beyond any single project or person.

• Portfolio Financial Ownership

  • Manage 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, and deliverability of what is being sold.

• Product and Engineering Partnership

  • Serve as the delivery organization’s primary voice into Engineering partners for the assigned vertical, bringing structured, evidence-backed input rather than anecdote.
  • Convert implementation friction into a prioritized product signal: quantify where configuration 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 the configurability, extensibility, and deployment tooling that reduce services effort per customer.
  • Provide field validation for in-development features by coordinating design partners, early adopters, and pilot deployments within the portfolio, and by returning clear, timely feedback to product teams.
  • Track and report the delivery impact of shipped product improvements, including reduction 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 Engagement

  • Serve 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 pressure during escalations.
  • Produce key customer references through high quality of delivery.
  • Partner with cross-functional teams to secure required resources and to set appropriate expectations 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 productive outcomes, and demonstrate commitment to the organizational mission, vision, and culture.