Director, Professional Services

About the role

BigPanda is hiring a Director of Professional Services to lead the team that delivers world-class onboarding and continuous platform services for our largest enterprise customers. You will own the people, the playbooks, and the outcomes for a portfolio of strategic accounts. You'll do it during the most consequential transition in our company's history.

Responsibilities

• Own delivery outcomes across a portfolio of strategic enterprise accounts — onboarding, managed services, and AI product adoption
• Personally engage on the most critical accounts, running executive business reviews and framing technical progress as business outcomes
• Lead, develop, and level a team of Solutions Architects, Forward Deployed Engineers, and Value Delivery Managers
• Run a structured leveling framework with clear promotion gates — know where every person is, where they're headed, and what's blocking them
• Partner with Sales and Customer Success on scoping, pre-sales, and services revenue forecasting
• Codify delivery practices into scalable playbooks, templates, and partner-runnable scope
• Own knowledge engineering for AI features — content curation, CMDB topology, risk tuning, and output quality
• Be the loudest, best-evidenced internal voice on what customers need next

Requirements

• 5+ years leading a professional services team in enterprise SaaS; 8+ years total in PS, implementation, or consulting
• Track record recruiting, developing, leveling, and exiting people with clarity and care
• Strong operational skills — services revenue forecasting, capacity planning, and process improvement at scale
• Comfortable presenting to C-level stakeholders in complex enterprise environments
• Experience with enterprise IT, AIOps, observability, ITSM, or incident management platforms
• A clear point of view on what AI-native software requires from a services team — knowledge curation, data quality, and probabilistic vs deterministic operating models

Qualifications

• Clear point of view on what AI-native software requires from a services team — knowledge curation, data quality, and probabilistic vs deterministic operating models

Skills

• Clear point of view on what AI-native software requires from a services team — knowledge curation, data quality, and probabilistic vs deterministic operating models

Benefits

• Market competitive salary with an anticipated base compensation range of $187,000 - $220,000
• Comprehensive health benefits
• Financial assistance for fertility, adoption, and surrogacy expenses, plus up to eighteen (18) weeks of fully paid leave for birthing parents and up to twelve (12) weeks for non-birthing parents
• Financial planning services
• Employee learning & development budget
• Values-based recognition (quarterly and annually)
• Social community & ERG programs
• Dog friendly office
• Lunches provided in office
• Flexible work environment along with a work-from-home stipend to support remote work arrangements

Pay

Market competitive salary with an anticipated base compensation range of $187,000 - $220,000. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location

Schedule

Remote based role. Open to candidates in the United States