Senior Director, Professional Services & Delivery

Location: New York, NY

Department: Operations

Type: Full Time

Min. Experience: Experienced

The Senior Director, Professional Services & Delivery position is responsible for growing and executing the delivery of services for Olo’s growing customer base. You will drive process and methodology for the various services we provide our customers. You will be responsible for ensuring on-time, high-quality deliverables, as well as high levels of client satisfaction. You will have P&L responsibility for the Professional Services group and be responsible for meeting quarterly and annual goals for revenue and margin.

You will be experienced in project and program delivery, a great leader, and able to build a team that serves the internal and external partners to maximum effect. Focused on improvement and quality, this role will continually evolve the delivery methodology, processes and procedures, creating the necessary feedback loops, and taking input from customers, internal stakeholders and partners to optimize the delivery of our products.

 

Responsibilities

  • Run a Professional Service group with a focus on predictable, profitable delivery while maintaining high customer satisfaction scores.
  • Ensure consistent forecasting and delivery of Professional Services revenue.
  • Provide leadership in all areas including discovery, estimating, delivery, and support.
  • Scope and estimate projects – documenting solutions in Statements of Work.
  • Manage a development team focused on delivery of integrations, custom work product and other client requests.
  • Work closely with our sales, account management, product and engineering teams.
  • Monitor and report on utilization and billable time.

Requirements

  • Minimum 10+ years’ management (staff and P&L responsibility) experience in services delivery within a global enterprise software solutions company. SaaS experience preferred.
  • Track record of successful solution delivery with demonstrated success managing multiple complex projects, juggling competing priorities, and meeting exacting deadlines.
  • Experience scoping and estimating project effort, documenting solutions in Statement of Work.
  • Excellent customer interaction, presentation, written and oral communication skills, with the ability to present to different audiences and bring the message across in a concise, professional manner.
  • Demonstrated success in scaling and profitably growing a professional services business focused on predictable implementation.
  • Must be able to work in a fast-paced and passionate environment.
  • Detail-oriented with the ability to dive into project details.
  • Excellent problem solving skills.

 

About Olo

Olo reaches millions of consumers by powering mobile and online ordering for many of the country’s fastest-growing and largest restaurant chains. Running a platform with multiple white-labeled front-ends, that maintains real-time connections into thousands of restaurants’ POS systems, and coordinates complex transactions between these and other third parties (such as payment gateways and gift card providers) is not for the faint of heart!

Olo is located at 26 Broadway in the historic Standard Oil Building, the former home of John D. Rockefeller. We offer great benefits, such as 20 days of Paid Time Off, fully paid health, dental and vision care, stock options, a generous parental leave plan, and perks like FitBits, rotating craft beers on tap in our kitchen, and food events featuring our clients' menu items (now you know why we give out FitBits!).

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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