Senior Director, Delivery Excellence

At Rootstock, we believe the future of Professional Services extends far beyond implementing enterprise software. As AI transforms how businesses operate, Professional Services must evolve from deploying applications to helping customers adopt intelligent, AI-enabled enterprise solutions that deliver measurable business outcomes. The organizations that thrive will be those that rethink not only what they implement, but how they deliver value. We're looking for an exceptional leader to help lead that transformation.

About Rootstock

Rootstock Software® delivers a leading manufacturing ERP built natively on the Salesforce Platform. Our customers rely on us to manage complex manufacturing, supply chain, and financial operations while preparing their businesses for the next generation of intelligent enterprise applications. As Rootstock continues to grow, we're investing in the future of enterprise application delivery—combining deep ERP expertise with AI-enabled implementation practices, intelligent automation, modern delivery methodologies, and a growing ecosystem of implementation partners. Professional Services plays a central role in that vision. We believe implementation organizations must evolve from delivering software projects to helping customers successfully adopt AI-powered enterprise solutions that accelerate business transformation.

The Opportunity

This is not a traditional Professional Services leadership role. You'll help redefine how enterprise applications are implemented in an AI-first world. As the operational excellence leader for Rootstock Professional Services, you'll partner closely with executive leadership to build the delivery engine that enables our global consulting organization to scale while delivering exceptional customer outcomes. While you'll lead a talented global consulting organization, your greatest impact will come from building systems, processes, methodologies, governance, and operational discipline that elevate the organization's overall performance. You'll collaborate closely with the Professional Services Leadership team—including Technical Services, Customer Engagement, Enablement, and regional delivery leaders—to align strategic priorities, drive continuous improvement, and deliver consistent customer outcomes across our global organization.

Responsibilities

• Delivery Excellence
  • Own and continuously evolve Rootstock's implementation methodology.
  • Strengthen delivery governance, quality, and delivery predictability.
  • Build implementation accelerators, standards, and best practices.
  • Drive continuous improvement across the implementation lifecycle.
  • Serve as the steward of Rootstock's delivery operating model, ensuring methodologies, governance, operational processes, delivery standards, and best practices continue to evolve in support of exceptional customer outcomes and organizational scalability.
• Professional Services Operations
  • Own the operational framework supporting the Professional Services organization.
  • Drive forecasting, utilization, backlog management, project health, operational reporting, and business KPIs.
  • Optimize the use of our Professional Services Automation platform to improve organizational visibility, efficiency, and scalability.
  • Lead operational improvement initiatives that increase delivery predictability, organizational effectiveness, and business performance.
• Strategic Leadership
  • Partner closely with the SVP of Global Professional Services & Enablement.
  • Prepare executive-level operational reviews and strategic business insights.
  • Support executive and Board-level business reporting.
  • Collaborate closely with the Professional Services Leadership team to establish priorities, align organizational initiatives, and continuously improve delivery capabilities across the global Professional Services organization.
  • Lead initiatives that improve scalability, profitability, customer outcomes, and organizational maturity.
  • Help shape the long-term strategy of the Professional Services organization.
• Partner Delivery Excellence
  • Own the delivery methodology, governance, and quality standards that enable successful partner-led implementations.
  • Partner with Enablement to strengthen partner readiness, certification, and implementation quality.
  • Drive consistency across internal and partner-delivered implementations.
• Customer Success
  • Serve as Executive Sponsor for strategic customer implementations.
  • Lead complex customer escalations and recovery initiatives.
  • Champion customer satisfaction and long-term customer success.
• People Leadership
  • Lead and develop a globally distributed team of Project Managers, Consulting Managers, and Consultants.
  • Build future leaders through coaching, mentoring, and talent development.
  • Foster a culture of accountability, collaboration, innovation, continuous learning, and operational excellence.
• Shape the Future of Enterprise Delivery
  • Lead the evolution of Rootstock's delivery model from traditional SaaS implementations to AI-enabled enterprise solution delivery.
  • Help define the methodologies, governance models, and delivery practices required to implement AI-powered enterprise applications successfully.
  • Evaluate emerging AI technologies that improve consultant productivity, delivery quality, and customer outcomes.
  • Identify opportunities to embed AI throughout the implementation lifecycle.
  • Partner with Product Management, Engineering, and Enablement to bring new AI capabilities into customer delivery.
  • Foster a culture of experimentation, innovation, and continuous learning.

What Success Looks Like

During your first year, you'll help us:

• Mature Rootstock's implementation methodology.
• Help define our next-generation AI-enabled implementation methodology.
• Improve delivery predictability and governance.
• Strengthen implementation partner quality and consistency.
• Advance AI-enabled delivery capabilities across the organization.
• Enhance executive operational reporting and business insights.
• Improve organizational efficiency, scalability, and operational excellence.
• Continue building a high-performing global Professional Services organization.

Requirements

We're looking for more than an experienced Professional Services leader. We're looking for someone who naturally asks: "How can we make the entire organization better?" Successful Candidates Will Bring:

• 12+ years of leadership experience in Enterprise SaaS, ERP, enterprise applications, or technology consulting.
• Experience leading globally distributed, multicultural consulting organizations.
• Demonstrated success driving operational excellence, organizational transformation, and continuous improvement.
• Experience developing or evolving implementation methodologies and delivery governance.
• Strong understanding of Professional Services operations, forecasting, utilization, delivery governance, and Professional Services Automation platforms.
• Experience leading cross-functional initiatives through influence rather than authority.
• Outstanding executive communication, presentation, and stakeholder management skills.
• A track record of building high-performing teams and developing future leaders.
• A growth mindset with a passion for innovation and continuous improvement.

Preferred Qualifications

• Experience within the Salesforce ecosystem.
• Manufacturing ERP or enterprise applications experience.
• Experience working with global implementation partner ecosystems.
• Experience with AI-enabled delivery, intelligent automation, or enterprise AI adoption.
• Experience in a private equity-backed SaaS company.

Why This Role Matters

Enterprise software is entering its biggest transformation in decades. AI is changing not only the products customers buy, but how those products are implemented, adopted, and optimized. At Rootstock, we believe Professional Services will play a central role in helping customers realize the value of AI-powered enterprise applications. As our Senior Director of Delivery Excellence, you'll help shape that future—building the methodologies, operational capabilities, AI-enabled delivery practices, and high-performing teams that will define the next generation of customer success.

Schedule

Location: Remote, US-based.

Pay

Compensation: Base salary, annual bonus, and a long-term incentive plan (LTIP).

Benefits

• Medical/Dental/Vision via PEO.
• Fidelity 401(k) + company annual match.
• Automatic Cell/Internet stipend.
• Flexible time off, 12 observed holidays, volunteer time off, paid parental leave.

This position requires authorization to work in the US; we are unable to provide visa sponsorship, including H-1B.