Director, Professional Services

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Position Summary

The Director, Professional Services is accountable for the day-to-day execution of Mission’s Professional Services delivery organization. This leader runs the weekly operating rhythm, owns delivery escalations, drives utilization and gross margin performance, and ensures predictable conversion of backlog into successful customer outcomes.

This role directly manages the Professional Services leadership team and ensures tight coordination across Cloud delivery, AI delivery, the PMO, Professional Services Customer Success/Onboarding, and Professional Services operations and tooling. The Director is the primary Professional Services leadership presence for customers when delivery issues arise and leadership engagement is required.

This position is 100% remote with up to 10% travel.

90-Day Outcomes (Success Profile)

Within 90 days of starting, the Director, Professional Services will:

Own day-to-day, week-to-week, and month-over-month delivery operations across the Professional Services organization with minimal escalation to the Practice VP.
 

Assume ownership of Director-level escalations and triage, serving as the leadership face for customers when needed and resolving edge-case delivery problems.
 

Assume ownership of the existing monthly capacity planning process and ensure it runs consistently every month with a rolling 3-month outlook for capacity, demand, target utilization, and target revenue—driving clear actions when gaps or constraints are identified.
 

Take ownership of utilization and gross margin performance by applying consistent operating levers, enforcing accountability, and driving corrective actions.
 

Maintain and enforce the Professional Services operating cadence (meetings, reporting, communications) to keep teams aligned, accountable, and executing.
 

Core Accountabilities (Lead | Manage | Accountability)

• Professional Services Delivery Operations & Execution
   

• Professional Services Backlog Conversion
   

• Professional Services Utilization
   

• Professional Services Gross Margin Performance
   

• Professional Services Customer Satisfaction & Escalation Management
   

• Capacity Planning Ownership and 3-Month Outlook Discipline
   

• Cross-Team Coordination (Cloud, AI, PMO, ProServe Ops)
   

Key Responsibilities

Delivery Operations & Execution

• Own the day-to-day execution of Professional Services delivery across multiple teams and active customer engagements.
   

• Ensure predictable delivery performance through consistent visibility into project health, milestones, staffing, risks, and outcomes.
   

• Drive operating discipline across delivery: clear ownership, fast issue resolution, and consistent follow-through.
   

Escalations, Triage & Customer Leadership

• Serve as the primary escalation point for Professional Services delivery issues and customer concerns requiring leadership engagement.
   

• Lead triage and resolution for complex and edge-case delivery problems (scope ambiguity, priority conflicts, resourcing constraints, delivery risk).
   

• Act as the Professional Services leadership representative in customer conversations when customers request escalation to a PS leader.
   

• Ensure escalations are documented, tracked to closure, and used to drive systemic improvement—not just one-off fixes.
   

Utilization & Gross Margin Performance

• Own monthly utilization targets and gross margin performance for Professional Services; proactively identify gaps and driv