Director of Professional Services

Transfr is on a mission to help create pathways to career success. Our immersive career exploration and training simulations empower learners and job seekers of all ages find the right job for them and build the skills they need to enter (or reenter) the workforce or change careers —  helping them improve their quality of life. 
Immersive VR experiences from Transfr have been shown in studies to deliver better learning gains than video tutorials, slide presentations, and other training methods. Learners also find Transfr experiences highly engaging and enjoyable.  At Transfr, we believe the future starts with innovative workplace training and skills development. We’re building bridges between schools, workplaces, and governments to help improve training and job placement pipelines and create a better tomorrow, today. 
Summary: We're looking for a Director of Professional Services to lead the team responsible for onboarding and training our customers. In this role, you’ll oversee implementation and professional learning delivery, ensuring customers have a smooth, valuable experience from day one. You’ll lead a team of Professional Learning Facilitators and Implementation Specialists, working cross-functionally to drive adoption, satisfaction, and long-term success. This role will report to the VP of Customer Success.
This is a pivotal role in ensuring the successful deployment and adoption of Transfr’s solutions, through a focus on excellent team leadership, customer satisfaction, and collaboration with other internal teams. By tracking customer outcomes, training effectiveness, and team performance, the Director of Professional Services ensures the delivery of exceptional service that leads to high levels of customer success and business growth.
**Expected travel for this role is up to 75%**

Key Focus Areas & Responsibilities:

• Team Leadership & Development
• Customer Onboarding & Solution Implementation
• Professional Learning Program Management
• Cross-functional Collaboration
• Continuous Improvement & Process Optimization
• Customer Success & Satisfaction

Team Leadership & Development

• Recruit, onboard, coach, and lead a team, providing guidance, resources, and training as needed.
• Ensure team members are aligned with organizational goals and work together to achieve high levels of customer success and satisfaction.
• Create an onboarding path for new team members and others delivering Professional Learning.
• Lead the preparation of a Train the Trainer model for partners (e.g. International expansion opportunities).
• Conduct regular performance reviews and set professional development goals for each team member.

Customer Onboarding & Solution Implementation

• Oversee the Implementation Specialists during the onboarding phase, ensuring that the solution is set up and configured appropriately to optimize utilization. 
• Monitor technical and operational support during the implementation process, addressing any issues promptly with cross functional teams.
• Ensure seamless transitions from onboarding to Professional Learning and continued customer engagement.

Professional Learning Program Management

• Ensure PLFs are delivering high-quality Professional Learning (both virtual and in-person), tailored to the specific needs of each customer.
• Collaborate with the Programs Team to ensure the content and structure of sessions/programs meet customer needs and align with the company’s objectives.
• Maintain alignment between PLFs, Implementation Specialists and the wider CS Team to ensure any transitions for the customer are smooth.

Cross-functional Collaboration

• Partner closely with regional CS teams to ensure a consistent customer experience from onboarding through to ongoing support and further Professional Learning. 
• Work closely with the Programs Team to iterate on training materials and improve customer learning outcomes based on feedback.

Continuous Improvement & Process Optimization

• Regularly review and refine processes for solution implementation and professional learning delivery, identifying areas for improvement.
• Proactively identify and resolve issues or obstacles affecting the customer experience or team performance.
• Stay up to date with trends in adult learning and development, ensuring that the team uses current best practices for delivering training and onboarding.

Customer Success & Satisfaction

• Oversee the evaluation of the Professional Learning process, ensuring that customer feedback is gathered and analyzed with the Programs Team for continuous improvement.
• Ensure high levels of customer satisfaction by m