Manage of Professional Services (Implementation)

OpenGov; Chicago (IL); Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Work from anywhere

Unlimited vacation

World-class healthcare

Professional development

Job summary

OpenGov is modernizing government operations, and this role leads a Professional Services team to deliver high‑impact implementations at scale.

The Manager II will own end‑to‑end delivery for Implementation Analysts and Consultants, drive delivery quality and team performance, and collaborate across Sales, Product, Engineering, and Customer Success to ensure successful go‑live and customer satisfaction.

Qualifications

• Experience leading multi-project portfolios with customer-centric delivery.
• Proven ability to translate strategy into scalable processes and standards.
• Strong communication with executive stakeholders and cross-functional teams.

Responsibilities

• Own end-to-end delivery for a team of Implementation Analysts and Consultants.
• Drive delivery quality, performance, and portfolio health across multiple projects.
• Collaborate with Sales, Product, Engineering, and Customer Success to align on delivery outcomes.
• Mentor and develop team members; participate in recruiting and ramp planning.
• Establish and evolve implementation standards, methodologies, and quality benchmarks.

Skills

People management

Delivery leadership

SaaS

Cross-functional collaboration

Data analysis

Stakeholder management

Communication

Govt. domain know‑how

Education

Bachelor’s degree or equivalent

Tools

ETL tools

Job description

• OpenGov is modernizing the way government operates — and our Professional Services team is at the center of every successful customer deployment
• The Manager II, Professional Services leads a team of Implementation Analysts and Consultants, owning delivery quality, team performance, and portfolio-level outcomes across a complex and growing book of business
• Operating with significant autonomy, this role translates delivery strategy into scalable operational processes, drives cross-functional alignment with Sales, Product, and Customer Success, and builds the team capabilities needed to deliver exceptional implementations at scale
• Own end-to-end delivery performance for a team of Implementation Analysts and/or Implementation Consultants — including hiring, onboarding, performance management, and career development
• Translate functional delivery plans into operational processes, establishing and evolving implementation standards, methodology, and quality benchmarks across the team
• Drive portfolio health by tracking team utilization, delivery metrics, and project risk — taking proactive, decisive action to protect customer and business outcomes
• Serve as the escalation point for complex implementation challenges, including data transformation, platform configuration, and cross-product workflow design, applying sound judgment to drive timely resolution
• Lead cross-functional alignment with Sales, Product, Engineering, and Customer Success to improve delivery quality, set accurate customer expectations, and surface and resolve systemic issues
• Partner with customers at all organizational levels to understand pain points, translate requirements into implementation strategy, and ensure a high-satisfaction experience from kickoff through go-live
• Identify portfolio-wide patterns and proactively develop scalable solutions — process improvements, tooling enhancements, or methodology updates — that reduce friction and improve delivery efficiency
• Champion team culture, accountability, and continuous development, creating an environment where analysts and consultants are set up to grow and deliver their best work
• Contribute to PS operational strategy by sharing insights, influencing delivery methodology, and participating in cross-functional initiatives that drive scalable growth
• Support recruiting, onboarding, and ramp planning to build team capacity in alignment with pipeline and business demand

Benefits

• Work from anywhere
• Unlimited vacation
• Mission-driven colleagues
• World-class healthcare
• Professional development

The ideal candidate brings deep technical acumen, a track record of developing high-performing teams, and the leadership presence to influence outcomes well beyond their direct teamExcellent verbal and written communication skills; able to build trust with internal teams, cross-functional partners, and external customersBachelor’s degree in a related field, or equivalent work experienceProven track record managing complex, multi-project portfolios with a high degree of customer-centricity and accountability for outcomesStrong technical acumen: ability to understand and advise on data preparation, system configuration, workflow logic, and product architecture in a customer-facing contextExperience engaging with customers at all organizational levels — from end users to executive stakeholders — with professionalism and strong business judgment5+ years of project delivery experience in a SaaS or technology implementation environment, or equivalentDemonstrated people management experience including performance management, coaching, and team development is requiredStrong analytical thinking and systems orientation — able to model complex customer workflows and develop resolution strategies for non-routine implementation challengesDemonstrated ability to make sound decisions in ambiguous situations while balancing competing priorities, customer needs, and resource constraintsExperience delivering implementations for government agencies or in regulated public-sector environmentsGeographic Information Systems (GIS) software experienceStrong Excel skills, including VLOOKUP, pivot tables, and data formatting; experience with ETL tools or workflow automation is a plusFamiliarity with government budgeting, finance/budgeting solutions, procurement, permitting, licensing, asset management, or related domains