Senior Director, Professional Services at Bright Horizons in Watertown, MA

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As the Senior Director of Professional Services, you will lead the Professional Services organization within EdAssist Solutions. The Professional Services organization is responsible for new client implementations, existing client enhancements and upgrades, and Tier 2 application support for both Tuition Management and Student Loan Repayment offerings. Key objectives for this opportunity will include shortening implementation time, increasing our speed to deliver upgrades and enhancements, and exceeding internal and external Service Level Agreements on resolving support requests.

EdAssist Solutions offers the best possible scenario for someone who is entrepreneurial, but looking for stability. We offer the pace of a start-up but, operate under the security of one of FORTUNE Magazine’s “100 Best Companies to Work For.” Since its creation, employees of EdAssist have not only met aggressive business and growth goals but have been recognized by our internal and external customers for their outstanding innovation, service, and leadership.

What you will be doing:

  • Manage 3-5 direct reports that each lead teams of business analysts, project managers, and technical support resources for a total organization of 50 people.

  • Support high growth business serving over 200 medium to large employer clients today and implement over 50 new clients each year.

  • Submit budgets totaling $5 million and manage within approved budget guidelines.

  • Drive improvements in skills, technology, tools and processes to shorten new client implementation time, improve quality, increase the amount of client enhancements and upgrades delivered, and improve the quality and responsiveness of application support.

  • Collaborate with other EdAssist and Bright Horizons leaders and departments, including sales, account management, employee services, call center, information technology, and human resources.

  • Contribute to request for proposals (RFPs) and collaborate with sales to ensure smooth handoff to implementation teams.

  • Successfully lead change management within Professional Services and in collaboration with rest of EdAssist to drive improvements across the business.

  • Serve as a member of the EdAssist senior leadership team, responsible for driving the business results of EdAssist; including revenue growth, profitability, employee growth and retention, culture and client satisfaction.

  • Exemplify and foster the Bright Horizons culture and the HEART Principles both internally and externally.

Job Requirements:

  • Bachelor’s Degree, ideally in business or operations. Master’s Degree, preferred.

  • 6+ years of experience leading a professional services teams, preferably in an HR software and services environment.

  • Previous related business experience that includes managing a budget, strong analytical skills, organizational skills, follow through skills, and leadership skills.

  • Ability to work effectively and collaboratively cross-functionally, including sales, account management, employee services, finance, IT, HR, and marketing.

  • Experience with JIRA, Netsuite, OpenAir, ITIL or HDI standards, preferred.

  • Ability to travel 10-15%, primarily for in-person client meetings and implementations.

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