● Lead, coach, and develop a high-performing Professional Services team across NOLA.
● Set clear direction, raise standards, and strengthen capabilities in consultative thinking, process analysis, structured problem solving, and customer management.
● Build a culture of ownership, accountability, autonomy, collaboration, and continuous improvement.
● Maintain strategic proximity to key accounts and delivery teams, stepping in directly when senior expertise or intervention can materially improve outcomes.
● Develop stronger distributed leadership across PMs and senior team members, increasing autonomy without compromising quality.
Drive Transformation & Customer Value
● Act as a senior advisor to enterprise customers, helping them understand and improve complex operational and financial processes.
● Connect business challenges, processes, risks, controls, data, and technology into scalable and sustainable solutions.
● Challenge assumptions constructively and identify opportunities to redesign processes, improve operating models, and create measurable business value.
● Ensure each engagement establishes a clear connection between customer challenges, the solution delivered, and the expected business impact.
● Participate in key workshops, executive conversations, escalations, and solution discussions where senior perspective can materially influence the outcome.
● Own the regional implementation portfolio, ensuring predictable, high-quality, and on-time delivery.
● Anticipate risks, dependencies, scope gaps, and readiness issues before they impact delivery.
● Use data, AI-enabled analysis, KPIs, and portfolio insights to improve forecasting, risk detection, prioritization, and customer outcomes.
● Maintain clear visibility into portfolio health, customer risk, capacity, and delivery performance.
● Partner closely with Sales, Customer Success, Product, Solutions, and Integrations to improve scope quality, readiness, execution, and end-to-end customer outcomes.
Scale & Transform Professional Services
● Continuously improve methodologies, operating models, and reusable assets to increase quality, efficiency, scalability, and consistency.
● Turn learnings from customer engagements into repeatable playbooks, standards, knowledge assets, and stronger ways of working.
● Embed AI and automation into core Professional Services workflows to reduce manual effort, accelerate analysis and execution, and improve consistency at scale.
● Continuously identify opportunities to simplify and standardize processes across scoping, discovery, implementation, project management, quality assurance, and knowledge management.
● Ensure efficiency gains allow the team to spend more time on customer understanding, problem solving, advisory, transformation, and business impact.
● Manage regional capacity, staffing, productivity, forecasting, and services economics.
● Balance customer impact, delivery quality, team capacity, strategic priorities, and financial sustainability.
● Contribute to margin health through better planning, forecasting accuracy, scalable operating models, and productivity improvements.
● Use business and delivery data to support prioritization and resource allocation decisions.