Program Director, Professional Services

Job Purpose

Tungsten Automation helps organizations transform how work gets done. Our intelligent automation platform combines AI-powered document processing, workflow orchestration, and accounts payable and payments automation to help enterprises reduce cost, improve accuracy, and accelerate business outcomes. Our Professional Services organization partners with customers to design, deliver, and scale these solutions.

The Program Director, Professional Services is a player/coach role responsible for the management, escalation path, and career development of Project Managers across AMS Professional Services. This role carries its own delivery load on select engagements while building the PM discipline, peer structure, and coaching model needed for AMS PMs to operate as a consistent, escalation-capable practice across all territories.

Key Responsibilities

• Own the AMS PM escalation path: set the severity framework PMs use to raise issues, and drive escalations to resolution or engage the territory Delivery Director or VP as needed.
• Carry personal delivery responsibility on select high-complexity or high-visibility engagements, modeling the delivery standard PMs are coached toward.
• Serve as direct people manager for all AMS PMs: goals, performance reviews, compensation recommendations, hiring, promotion, and corrective action, in partnership with People Operations.
• Build a cross-territory PM peer structure and balance PM staffing against portfolio complexity and account risk, in coordination with territory Delivery Directors and the VP.
• Drive AMS PM adoption of PM methodology and AI-enabled delivery practices, working closely with the PS Optimization team, which sets the global PS standard, and feed territory-specific gaps back into that methodology.
• Own the PM career ladder and coach PMs on delivery judgment, client management, and escalation assessment.
• Identify and develop future PM leadership, including internal candidates for this role and for Principal PM.
• Champions the use of AI-enabled tools (e.g., chatbots, documentation automation, analytics assistants) to improve efficiency, accuracy, and streamline routine tasks while following company AI governance and data privacy standards

While the job description describes what is anticipated as the requirements of the position, the job requirements are subject to change based upon any changing needs and requirements of the business.