Director, Professional Services

opengov; United States; On-site; USD 180,000 - 280,000; Full time

Job summary

OpenGov is seeking a Director of Professional Services to lead a team of Project Managers and implementation experts responsible for delivering OpenGov solutions on time, on budget, and with high customer satisfaction. The role owns delivery predictability and portfolio profitability across a defined product vertical, enabling accurate forecasting and high-quality configuration, training, and testing.

The Director partners with Product Management and Engineering to translate delivery reality

Responsibilities

• Lead a team that achieves results and delivers intended, measurable outcomes for the business and for our customers.
• Lead project managers with the operational rigor that drives predictability in scope, schedule, and effort.
• Enable project managers with the tools, standards, and skills to set scope, timeline, and deliverables for successful deployments across multiple customers simultaneously.
• Enable implementation analysts and consultants with the tools and skills to identify needs, configure and test solutions, and train customers effectively.
• Own forecast accuracy for the portfolio, including hours to complete, revenue recognition timing, and go-live dates.
• Establish command and control of project delivery, internally and externally, when projects are escalated.
• Identify early signs of project and customer risk and devise risk response strategies that keep teams moving forward.
• Set the expectation that the team works AI-first: apply AI tooling to scoping, configuration, testing, documentation, status reporting, and knowledge capture, and measure the hours it returns to the portfolio.
• Lead the ongoing enhancement and codification of OpenGov's project delivery methodology so that improvements persist beyond any single project or person.

Job description

OpenGov is the leader in AI and ERP solutions for local and state governments in the U.S. More than 2,000 cities, counties, state agencies, school districts, and special districts rely on the OpenGov Public Service Platform to operate efficiently, adapt to change, and strengthen the public trust. Category-leading products include enterprise asset management, procurement and contract management, accounting and budgeting, billing and revenue management, permitting and licensing, and transparency and open data. These solutions come together in the OpenGov ERP, allowing public sector organizations to focus on priorities and deliver maximum ROI with every dollar and decision in sync. Learn about OpenGov's mission to power more effective and accountable government and the vision of high-performance government for every community at O penGov.com .

Job Summary

The Director of Professional Services leads a team of Project Managers and implementation experts responsible for implementing OpenGov solutions on time, on budget, and with high customer satisfaction. The role owns delivery predictability and portfolio profitability across a defined product vertical, enabling project managers to forecast and deliver accurately and enabling implementation analysts and consultants to deliver quality configuration, training, testing, and user acceptance. The Director partners closely with Product Management and Engineering to translate implementation reality into product direction, to reduce the manual effort required to stand up a customer, and to stand up engineering-led custom solutions where the standard product does not yet meet a customer commitment. The Director also serves as executive sponsor on projects within their portfolio. This is a role for someone who can hold two responsibilities at once: run a disciplined delivery organization against hard financial targets, and shape what gets built so that delivery gets easier and the product continues to grow with our customers.

Responsibilities

Delivery Leadership and Operational Excellence

• Lead a team that achieves results and delivers intended, measurable outcomes for the business and for our customers.
• Lead project managers with the operational rigor that drives predictability in scope, schedule, and effort.
• Enable project managers with the tools, standards, and skills to set scope, timeline, and deliverables for successful deployments across multiple customers simultaneously.
• Enable implementation analysts and consultants with the tools and skills to identify needs, configure and test solutions, and train customers effectively.
• Own forecast accuracy for the portfolio, including hours to complete, revenue recognition timing, and go-live dates.
• Establish command and control of project delivery, internally and externally, when projects are escalated.
• Identify early signs of project and customer risk and devise risk response strategies that keep teams moving forward.
• Set the expectation that the team works AI-first: apply AI tooling to scoping, configuration, testing, documentation, status reporting, and knowledge capture, and measure the hours it returns to the portfolio.
• Lead the ongoing enhancement and codification of OpenGov's project delivery methodology so that improvements persist beyond any single project or person.

Portfolio Financial Ownership

• Manage P&L for portfolio profitability, including margin, utilization, and hours-over-budget performance.
• Drive efficiency gains during implementation so customers realize time to value as quickly as possible.
• Ensure proper resource planning against a rolling forecast.
• Participate in the sales process as needed to ensure proper scoping, resourcing, and deliverability of what is being sold.

Product and Engineering Partnership

• Serve as the delivery organization's primary voice into Engineering partners for the assigned vertical, bringing structured, evidence-backed input rather than anecdote.
• Convert implementation friction into a prioritized product signal: quantify where configuration effort, workarounds, and repeated custom work are consuming hours, and translate that into concrete product requests with supporting delivery data.
• Participate in roadmap and planning cycles as a standing partner, advocating for the configurability, extensibility, and deployment tooling that reduce services effort per customer.
• Provide field validation for in-development features by coordinating design partners, early adopters, and pilot deployments within the portfolio, and by returning clear, timely feedback to product teams.
• Track and report the delivery impact of shipped product improvements, including reduction in implementation hours, shortened time to go-live, and lower escalation volume.
• Help shape release readiness from a delivery standpoint, ensuring that documentation, enablement, and migration paths exist before a feature reaches customers at scale.

Customer and Executive Engagement

• Serve in an executive spon