Director, Service Delivery, Human Capital Management

Location Requirements: This role is Remote or Hybrid in the following based on the location of the hire: Austin, TX, Malvern, PA, or Naperville, IL.

Your role on the team:

The Director of Service Delivery for HCM will bring prior management experience in SaaS technology and enterprise delivery. This is a unique opportunity to make an immediate impact on our Human Capital Management suite (Recruiting, Hiring, Time, Attendance, and Position Management) team, processes, methodology, go-to-market, and client experience. This individual will have an opportunity to put together a growth strategy for increasing the value of our existing client base.

Reporting to the Sr. Director, Professional Services, the Director, Service Delivery, HCM oversees the team responsible for the implementation and delivery of post-implementation services across all products within Human Capital Management.

You can expect to:

• Review client satisfaction and renewal rates and seek to improve both through changes to the implementation processes.
• Accountable for the pre-sales project estimation, Statement of Work(s), proposals, and pricing approvals within HCM.
• Build a detailed strategy to refine the implementation processes, deliverables, and methodology while improving client satisfaction and client adoption of solutions and reducing effort and duration.
• Execute against financial targets and project KPIs.
• Serve as project sponsor.
• Identify project roles, responsibilities, and skillsets and build a plan for cross-training and growing team members.
• Oversee, deliver, and manage implementation and post-implementation services projects.
• Contribute to strategic planning, direction, and goal setting for the department or function in collaboration with senior management.
• May be directly involved in orchestrating and providing client-specific guidance for the team and managing high-risk implementations.
• Effectively utilize team across the suite and focus on employee growth.
• Anticipate customer needs and adapt project plans in order to achieve mutually beneficial long-term objectives and goals.
• Engage in 1:1s with employees to provide ongoing performance and development feedback.
• Identify new professional services opportunities with the goal to generate additional upsells.
• Revise Statement of Work, estimate tools, and pre-sales proposals and processes.
• Explore and implement a variety of best practices and standardized processes to ensure operational efficiency and scalability.
• Directly manage a team of consultants and collaborate with Technical Services and other cross-department teams to effectively deliver on project work.
• Develop policies and procedures related to the support of new and existing clients in the setup and use of purchased software.
• Establish policies governing the set-up of accounts, the management of client data, the configuration of features, and the training process.
• Work with project managers to establish project governance, reporting, status reporting, and key project metrics.

What you bring to the role:

• Coach, mentor, and retain our talent with a ‘one team’ mindset in which success is only achieved through the success of others.
• Able to present information and effectively communicate to peers, team, and executive committee.
• Willingness to 'roll up your sleeves' and assist wherever needed.
• Possess an outcome-based approach with a focus on using data for decision-making.
• Ability to work independently and to deliver on detail as well as strategy.
• Able to handle escalations for critical functional issues while ensuring the highest quality service and delivery.
• Ability to understand market, enterprise client delivery, and client requirements.
• Able to manage multiple projects simultaneously with minimal supervision.

This role requires:

• Proven success at managing change with a team and with clients.
• Strong operational knowledge of a Professional Services team.
• 7+ years of experience leading, managing, and growing individuals.
• Bachelor’s Degree is required.
• Excellent organization, project management, time management, and communication skills
• Prior demonstrated success in leading fast growth Service Delivery organizations with 10+ years’ experience.
• Prior experience working in client-facing enterprise delivery and large-scale implementations.
• Strong leadership, selling, negotiation, problem-solving, and decision-making skills.

Who we are:

Frontline Education is a pioneer of school administration software purpose-built for K-12 districts. We provide innovative, connected solutions for student and special programs, business operations, and human capital management with powerful data and analytics to empower educators and administrators. We earn the trust of K-12 leaders across the U.S. by serving as a consistently high-performing, forthright partner of school districts through every dimension of the company.

We're a group of unique and talented individuals that love what we do. We've been lucky enough to land jobs with a rapidly growing tech company that supports an appreciative and friendly customer base. We work hard to make our customers happy, but we like to have a good time in the process. We are a company that strives to think in terms of “we” instead of “me.” We believe in the philosophy of servant leadership and that it’s all about putting others first. We also value the balance between family and work.

Frontline embraces diversity, equity, and inclusivity. We are intentionally building a workplace that respects, supports, and values the identities of all our employees. We believe this to be foundational in developing a strong community in our company. Frontline Education is an equal opportunity employer and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

The perks of being a Frontliner:

Frontline offers a competitive compensation package including a base salary, rewarding bonus structure, 401k match, and unlimited PTO! Our company growth has created a promising environment for career advancement and rewarding challenges. We offer a tuition reimbursement program for eligible college credit coursework available to employees depending on their status and length of employment.