Senior Director, Global Professional Services

The Role (Remote - North America with preference for Central or Eastern time zone)

This role owns GOARC's global implementation and delivery function end to end, including methodology, execution quality, program governance, team development, and delivery economics. While enterprise programs demand the highest levels of governance and executive engagement, this leader is equally responsible for continuously improving GOARC's SMB and midmarket delivery motion through standardization, automation, AI, and operational excellence to increase implementation quality, speed, and scalability across all customer segments. This role requires regular travel to support customer implementation programs.

Why This Role Exists

GOARC's growth requires delivery to operate as a strategic capability, not just a project execution function. Our enterprise customer portfolio now includes multiple complex, multi-site implementation programs that require consistent governance, repeatable execution, and operational discipline. This leader will build the delivery organization capable of supporting those programs today while preparing GOARC to scale for the years ahead.

What You Will Own

Enterprise Program Governance
Own governance across GOARC's strategic enterprise implementation portfolio, including phase-gate discipline, steering committee leadership, escalation judgment, wave planning, site readiness, and executive reporting. Several active multi-site customer programs, along with additional enterprise deployments planned for 2027, depend on disciplined execution and consistent governance.

Delivery Methodology
GOARC's implementation methodology has successfully supported our growth to date. As our enterprise programs increase in scale and complexity, you will evolve it into a comprehensive delivery operating model, standardized governance, templates, quality standards, and execution practices for global deployments. Done well, this becomes a market differentiator: a delivery system GOARC can demonstrate to enterprise prospects, not just describe, in a market where implementation failure is the norm among legacy vendors.

Program Management Office

Establish and mature GOARC's Project Management Office to provide the governance, operational cadence, and portfolio visibility required to successfully execute enterprise implementations at scale. Build standardized project management practices, executive dashboards, portfolio reviews, RAID management, and implementation health reporting that enable predictable execution, informed decision-making, and continuous improvement across the global delivery organization.

Team Development and Capacity Building
Lead and scale GOARC's Professional Services organization into a high-performing global team capable of delivering complex enterprise programs with consistency and excellence. Identify the skills and roles needed to execute at scale, build the resourcing plan to get there, and invest in the development of the team as it grows. Drive continuous improvements in delivery efficiency through standardization, reusable implementation assets, automation, and AI-assisted delivery practices appropriate to each customer segment.

Delivery Economics
Own the operational and financial performance of the Professional Services organization, balancing delivery quality, implementation capacity, utilization, and customer outcomes while partnering with Sales and Finance to support the company's broader growth objectives. Build the delivery capacity and resource model required to support GOARC's growth while maintaining the flexibility to support strategic enterprise opportunities, including forecasting, budgeting, hiring, and delivery performance models that support sustainable growth.

Cross-functional Leadership

Own the operational partnership between Professional Services, Presales, Customer Success, Support, Product, and Engineering to ensure seamless transitions from opportunity through implementation, adoption, and long-term customer success.

CS Handoff and Value Continuity
Define and enforce the standard for a complete implementation handoff to Customer Success, including documented scope, configuration detail, stakeholder context, success metrics, and expansion signals. Implementation is not complete at go-live. It is complete when Customer Success can own the account without coming back to the delivery team.

Requirements

What You Bring

• 10+ years leading enterprise SaaS implementations or Professional Services organizations, including 5+ years in delivery leadership.
• Demonstrated experience governing multi-site or multi-wave enterprise rollouts, with program management at scale rather than just project execution.
• Proven ability to adapt and mature a delivery methodology, having taken a framework and built it into a repeatable operating model.
• Strong executive presence, with the ability to represent GOARC in enterprise steering committees, escalation conversations, and prospect discussions where delivery capability is on the table.
• Builder orientation, energized by elevating and formalizing what exists and constructing what does not.
• Experience in industrial, manufacturing, EHS, safety, or operational technology SaaS is strongly preferred.
• Hands-on orientation, with the understanding that in the near term you will be in the work, not above it.

What Success Looks Like

First 30 Days

• Assume executive ownership of GOARC's global Professional Services organization and active implementation portfolio.
• Build relationships with key customer stakeholders, including executive sponsors on strategic accounts.
• Assess delivery methodology, governance, staffing, utilization, capacity, and implementation health.
• Complete a comprehensive assessment of GOARC's active enterprise implementation portfolio, identifying execution risks, opportunities, and recommended improvements.
• Present a prioritized 90-day action plan to executive leadership.

First 60 Days

• Stand up governance and reporting cadence across all strategic implementations.
• Introduce enhancements to the GOARC implementation methodology, including standardized templates, quality checkpoints, and implementation artifacts.
• Improve executive visibility into delivery health through operational dashboards and recurring business reviews.
• Develop a 12- to 18-month Professional Services capacity and hiring plan aligned with projected growth.
• Reduce delivery risk across active enterprise implementations through improved governance and execution discipline.

First 6 Months

• Continue maturing the GOARC implementation methodology into a repeatable enterprise delivery operating model.
• Improve implementation predictability, consultant utilization, project profitability, and customer satisfaction.
• Establish a scalable PMO cadence supporting global multi-site deployments.
• Build the organizational structure and leadership required to support 2027 growth.
• Successfully execute key milestones across GOARC's strategic enterprise implementation portfolio while preparing the organization to support future global deployments.
• Position GOARC's delivery methodology as a competitive differentiator for enterprise sales opportunities.

Baseline performance will be established in the first 60 days. Improvement targets will be set jointly with leadership and reviewed quarterly. Success will be measured by improvements in:

• On-Time Go-Live and Implementation Milestone Achievement
• Customer Satisfaction (CSAT) and Executive Stakeholder Feedback
• Consultant Productivity & Utilization
• Delivery Predictability and Implementation Quality
• Professional Services Capacity Planning and Forecast Accuracy
• Methodology and PMO Adoption Across the Delivery Organization
• New Hire Time-to-Productivity
• Knowledge Asset Creation and Reuse
• Continuous Improvement and Delivery Automation
• Successful Execution of Strategic Enterprise Programs

What This Is Not

This is not a role for someone who wants to optimize an already-mature professional services function. If a high-stakes program, real ownership, and the chance to define how enterprise implementation is done are more compelling to you than a large team, a fully defined playbook, and a predictable operating environment, this role was built for you.

What GOARC Offers

This is an opportunity to define how GOARC delivers enterprise software as the company scales globally. You'll work directly with executive leadership, influence company strategy, build a world-class delivery organization, and help protect workers in some of the world's highest-risk operating environments.

Benefits

• Competitive compensation
• Comprehensive medical, dental, and vision coverage
• 401(k) retirement savings plan
• Flexible paid time off and company holidays
• Professional development and industry conference opportunities
• Remote-first work environment with flexibility

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