The Director of Project Services will be an experienced senior leader who has several years of experience managing professional services teams, specifically teams of project managers. The Director of Project Services will have created management structures, processes and controls, either as a leader of a project management office within a large organization, as a leader of services teams for a consultancy or services organization, or through the growth of a small founder-led entrepreneurial organization to a medium sized 100-200 person organization. The ideal candidate will have had past success and experience in leadership with more than one of the above scenarios.
The Director of Project Services will be the single leader for the project management functions of ARCOS and will consequently ensure that their team is aligned with management direction. The scale, structure and budget of the team will be a responsibility assigned to the Director of Project Services who will help ARCOS to grow the team and add capabilities, as well as where, how, and how often to invest in new employees and new processes or technologies.
The Director of Project Services will join ARCOS in a time of growth, and this person will serve an advisory role to senior management during this time. This time of growth may also include periods of sharp scale challenges, which may occur as a result of new business of customer engagements, the release of new products, entry into new industries/verticals or markets, or the acquisition of other companies. The Director of Project Services will be a key constituent and participant in this process and will draft proposals and create ideas for executive consideration with a firm backing of research and historical data.
The Director of Project Services will be the leader of an operational team and will display an ability and willingness to help team leaders and individual team members achieve their goals and objectives, while simultaneously meeting or beating corporate KPIs and metrics. The Director of Project Services will create new departmental KPIs, goals and management structures so that the team continues to operate at a high performance level and is meaningfully contributing to the ARCOS corporate goals.
The Director of Project Services will also be a point of contact and escalation for our customers. They will be able to learn from their experiences with our technology and our team and apply those lessons within ARCOS.
ESSENTIAL JOB FUNCTIONS
This is intended as an outline of the essential functions of the position. Actual metrics that measure job performance may be set forth in separate performance management documentation.
- Lead a team of project management leaders, individual project managers and analysts while challenging them and inspiring them towards their success and the success of our customers.
- Maintain, and create/augment processes and procedures ensure projects are delivered on time. Create a reporting cadence and structure that is sustainable and scalable.
- Provide professional direction, coaching and employee growth to all direct reports.
- Able to create, manage and report on staffing, utilization, and create trigger points for hiring team members or team structural change.
- Lead and present as a member of ARCOS management at onsite meetings, training sessions, project kick-offs and other engagements with customers.
- Formulate and deliver executive level communications, and present or communicate with executives and board members, both internally and externally.
- Creation, management and reporting on KPIs, including the ability to adjust and add/delete, KPIs to manage the team and the progress of customer projects.
- Provide strategic guidance and vision for growth, including but not limited to: team makeup, new industries/verticals, growth in product.
- Assist with scaling and planning for growth in all ARCOS product sets for up to 3 years into the future. Be the speaker and stakeholder for project additions and changes to the roadmap on behalf of our customers and services teams.
- Analyze, triage, and then escalate customer issues and opportunities to ARCOS Account Managers and Sales leadership.
- Communicate regularly with various departments within ARCOS, including collaboration on cross-departmental initiatives.
- Participate in the annual ARCOS Conference as required, including creating then presenting content or leading customer engagements.
- Other duties as assigned.
QUALIFICATIONS AND SKILLS
- A minimum of a Bachelor degree from an accredited college or university or the equivalent knowledge and experience or professional training, is required.
- Master's degree or equivalent experience is preferred.
- 12+ years experience in a leadership position, 4-5 years of which was in a software or technology environment. SaaS and B2B SaaS software is a plus.
- Minimum of five years' experience in leading teams focused on software applications implementations, requirements analysis, customer support or training.
- Ability to lead/manage employees; both on-site and remote employees. Able to manage several teams of project managers.
- Industry experience with unionized field workforces and the Department of Homeland Security's Critical Infrastructure Sectors, is a plus.
- Must be able to adjust and pivot fluidly, to accommodate moderate to high levels of growth.
- Excellent public speaking and presentation skills.
- Reasoning ability to interpret an extensive variety of technical information in mathematical or diagram form and work with abstract and concrete variables.
- Ability and willingness to achieve technical proficiency with the capabilities of the ARCOS platform. Will be able to personally conduct a simple webinar or product demonstration.
- Knowledge and professional familiarity with modern office technology, including JIRA, ZenDesk, SmartSheets.
- Customer-facing communication skills suitable to interact with Fortune 500 Sr VP level or C-Suite customer contacts.
- Working knowledge or familiarity with Web Services integrations, APIs, or other integration methodology.
- Working knowledge of software training methods, and training services or solutions.
- Ability to travel 25%, including domestic and international. Ability to travel by air is mandatory. Must possess a valid driver's license.
ARCOS, LLC
Canada
www.arcos-inc.com
