Director of Professional Services

Reporting to the Head of Delivery, the Director of Professional Services is Clariti's most senior client-facing delivery leader: a recognized thought leader, trusted executive advisor, and force multiplier for the broader Professional Services organization. Operating as a subject matter expert in delivery, you will define how implementations are delivered, shape the frameworks the organization scales with, and mentor the next generation of Clariti delivery talent. This role is a true player-coach, leveraging expertise to develop your team while also taking the lead across Clariti's most critical engagements.

Responsibilities

Own the end-to-end delivery of the most complex, highest-visibility engagements, managing project governance, schedules, budgets, milestones, and success criteria across concurrent implementations; Articulate clear delivery vision and strategic priorities to align cross-functional teams; Support continuous improvement of repeatable delivery frameworks, structured retrospectives, and customer feedback loops; Anticipate risks and crises and proactively devise and execute contingency plans; Serve as a trusted strategic advisor to senior client stakeholders; Lead recurring executive steering committees and check-ins; Anticipate stakeholder agendas and objections and deploy effective engagement strategies; Champion a delivery culture grounded in structured, data-backed metrics; Design systems and organizational structures for delivery teams; Implement rigorous quality control processes; Plan and prioritize resources across multiple concurrent engagements; Build engagement playbooks and scalable frameworks; Surface customer insights that influence product and go-to-market strategy; Mentor Principal ICs, Lead ICs, and Engagement Managers; Recruit and hire delivery talent; Provide regular reports and updates to the PS Director of Implementation and COO; Contribute to strategic planning by identifying new business opportunities

Requirements

12+ years of experience leading and delivering enterprise-level or government transformation engagements in a SaaS, professional services, or civic technology environment; Demonstrated track record of managing the most complex, highest-risk, multi-stakeholder programs end-to-end, including recovery from dissatisfied clients or failed prior implementations; Acknowledged thought leader within at least one prior organization on delivery methodology, client engagement, or public sector implementation; Experience designing and owning delivery frameworks and feedback loops at an organizational level; Demonstrated financial acumen and P&L ownership, including leading critical client engagements with contract values of $25M or more; Business Acumen; Financial Acumen; Communication; Continuous Improvement; Customer Centricity; Executional Excellence; Functional Expertise; Planning & Organizing; Problem Solving; Stakeholder Management; Teamwork; Deep expertise in project management and agile methodologies for large-scale transformation; Strong data literacy and ability to define success metrics and communicate data-backed stories to executives; Proficiency in leading organizational change and managing ambiguity; Familiarity with public sector or civic technology projects strongly preferred; Ability to travel within the United States and Canada approximately 30-40%

Nice to have

Experience with Salesforce-based platforms or GovTech/civic technology ecosystems; Familiarity with permitting, licensing, or government service delivery workflows; Experience managing System Integrator (SI) partner relationships on joint delivery programs; Background in organizational change management (Prosci, ADKAR, or equivalent); Demonstrated interest or hands-on experience applying AI tools to improve implementation workflows, documentation, or delivery efficiency; Experience in teams or practices transitioning toward AI-assisted delivery models

Benefits

Competitive compensation packages; Well-deserved time off; Benefits to keep you and your family healthy (depending on employment type)