Director of Professional Services, WordPress VIP

Automattic; United States; À distance; USD 130 000 - 190 000; Plein temps

Résumé du poste

Automattic is seeking a senior leader to build and scale a Professional Services organization that leverages AI to augment delivery, accelerate value realization, and create capacity for high-complexity work.

You will drive growth by identifying expansion opportunities within engagements, partnering with Sales and Account Management, and delivering migrations, implementations, and custom engagements for enterprise customers while ensuring end-to-end delivery quality.

Qualifications

• 8+ years of leadership experience in Professional Services, implementation, or technical consulting.

Responsabilités

• Build an agentic Professional Services organization—one where AI augments delivery, accelerates time-to-value, and creates capacity for higher-complexity work.
• Build Professional Services into a growth lever: identify expansion opportunities within active engagements, and partner with Account Management and Sales to turn delivery relationships into commercial ones.
• Lead a Professional Services team of engineers and delivery managers, delivering migrations, implementations, and custom engagements for enterprise customers.
• Own delivery quality end-to-end: project health, escalation management, customer outcomes, and on-time, on-scope execution.
• Build and maintain a clear menu of established service offerings, so Sales can sell them, customers can buy them, and the team can deliver them consistently.
• Meet customers where they are. Not every engagement fits a playbook, and this role requires the judgment to scope and run custom work without losing the thread back to repeatable delivery.
• Help set the strategic direction for Professional Services as part of the Customer Experience Senior Leadership Team, and translate it into an operating plan that the team can execute.
• Help differentiate WordPress VIP’s services offering in the market: define what makes Professional Services at WordPress VIP distinct from what a customer could get elsewhere, and build the proof points behind it.
• Partner with Sales Accounts to scope and price engagements accurately, and own the hand-off from close to delivery.
• Partner with Product, Support, and Account Management on feedback loops that continually improve WordPress VIP’s platform and services.
• Represent Professional Services credibly with senior internal and external stakeholders, including customer executives, on complex or at-risk engagements.

Description du poste

Responsibilities

• Build an agentic Professional Services organization—one where AI augments delivery, accelerates time-to-value, and creates capacity for higher-complexity work.
• Build Professional Services into a growth lever: identify expansion opportunities within active engagements, and partner with Account Management and Sales to turn delivery relationships into commercial ones.
• Lead a Professional Services team of engineers and delivery managers, delivering migrations, implementations, and custom engagements for enterprise customers.
• Own delivery quality end-to-end: project health, escalation management, customer outcomes, and on-time, on-scope execution.
• Build and maintain a clear menu of established service offerings, so Sales can sell them, customers can buy them, and the team can deliver them consistently.
• Meet customers where they are. Not every engagement fits a playbook, and this role requires the judgment to scope and run custom work without losing the thread back to repeatable delivery.
• Help set the strategic direction for Professional Services as part of the Customer Experience Senior Leadership Team, and translate it into an operating plan that the team can execute.
• Help differentiate WordPress VIP’s services offering in the market: define what makes Professional Services at WordPress VIP distinct from what a customer could get elsewhere, and build the proof points behind it.
• Partner with Sales Accounts to scope and price engagements accurately, and own the hand-off from close to delivery.
• Partner with Product, Support, and Account Management on feedback loops that continually improve WordPress VIP’s platform and services.
• Represent Professional Services credibly with senior internal and external stakeholders, including customer executives, on complex or at-risk engagements.

Experience

8+ years of leadership experience in Professional Services, implementation, or technical consulting. Direct ex