Head of Implementation & Professional Services

ADP, Inc.; Florida; On-site; USD 165,000 - 200,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

Paid time off

Job summary

Paradigm is seeking a Senior Director, Professional Services in North Miami, FL to lead the post-sale delivery of Careswitch for home care agencies. You will own implementation, data migration, training, enablement, and ongoing product adoption, partnering with Sales, Customer Success, Support, Product, and Engineering.

This is a hands-on leadership role shaping the delivery model and team as the company scales.

Qualifications

• Minimum 8 years of experience in professional services, implementation, or customer delivery at a SaaS company, with a track record of building or scaling a delivery function.
• Minimum 3 years of experience leading teams.
• Experience designing implementation methodologies and tiered delivery models (self-service, guided, white-glove) and operating them at scale.
• Hands-on experience leading data migration and technical onboarding, including migrations from competing platforms.
• Experience building customer education or enablement programs: curriculum design, learning platforms, certification, and help-center content.
• Ability to define product adoption measures and run programs that move customers from live to proficient.

Responsibilities

• Shape the Professional Services strategy and operating model, in partnership with the Senior Vice President, Operations: how the function is organized, staffed, tooled, and measured
• Define the services catalog: what is delivered in the included onboarding tier, what is offered as premium services, and how delivery paths map to agency size, complexity, and legacy system
• Own the end-to-end implementation experience for new Careswitch agencies, from contract execution through go-live and graduation to Customer Success
• Build and codify a repeatable implementation methodology with tiered delivery paths (self-service, guided, white-glove), project templates, configuration standards, and go-live readiness criteria
• Lead the data migration practice for agencies moving to Careswitch from legacy AMS platforms, including extraction, mapping, transformation, validation, and cutover
• Build the customer education function: role-based training curricula for agency owners, schedulers, billers, and caregivers, delivered through live sessions, a self-paced learning platform, and in-product guidance

Education

Bachelor's Degree in Business Administration, Healthcare Administration, Information Technology, or a related field

Job description

Paradigm is seeking a Senior Director, Professional Services in North Miami, FL to lead the post-sale delivery of Careswitch for home care agencies. You will own implementation, data migration, training, enablement, and ongoing product adoption, partnering with Sales, Customer Success, Support, Product, and Engineering.

This is a hands-on leadership role shaping the delivery model and team as the company scales.