Professional Services Director

Professional Services Director

Say hello to opportunities.

It’s not everyday that you consider starting a new career. We’re RingCentral, and we’re happy that someone as talented as you is considering this role. First, a little about us, we’re a $2 Billion annual revenue company with double digit Annual Recurring Revenue (ARR) and a $93 Billion market opportunity in UCaaS, Contact Center and AI-powered adjacencies. We invest more than $250 million annually to ensure our AI-enabled technology and platforms meet or exceed the needs of our customers. 

RingSense AI is our proprietary AI solution. It’s designed to fit the business needs of our customers, orchestrated to be accurate and precise, and built on the same open platform principles we apply to our core software solutions.

This is where you and your skills come in. We’re currently looking for:

A Director of Professional Services responsible for the strategic and operational leadership of the technical delivery teams. This role drives the strategy across the organization, aligns with the enterprise roadmap and go-to-market approach, and is key to scaling the organization operationally and driving consultative best practices and playbooks. 

This role provides first-level supervision, coaching, and support to Professional Services staff, ensuring they deliver the highest level of technical expertise and support to customers. This includes supporting the team in creating innovative technical designs to help acquire new customers and increase penetration within the existing customer base. The position also supports sales acquisition efforts and represents company solutions to prospective clients.

Additionally, the Director is expected to influence product and process improvement initiatives by identifying and removing barriers, and modifying or enhancing current processes.

Essential Functions

Team Leadership & Development:

• Build and lead high-performing teams, hiring and retaining top talent in appropriate roles.
• Manage team goals, delegate work effectively, hold reports accountable, and empower direct reports to make decisions.
• Cultivate a culture of inclusivity, customer centricity, teamwork, and collaboration.
• Develop and empower direct reports to make decisions and take action.

Strategic Planning & Direction:

• Develop and implement long-term product strategies related to Contact Center services.
• Provide strategic direction for Contact Center service offerings and packages globally.
• Contribute to the development of a growth strategy for the Professional Services team in the global market.
• Collaborate with sales leadership on strategic international expansion plans.

Operational Management:

• Manage operational aspects of Professional Services, including Contact Center delivery teams.
• Ensure high-quality technical sales support and expertise for Contact Center solutions.
• Lead the implementation of Professional Services Automation (PSA).
• Support the establishment of global Training Services & Technical Enablement.

Technical Expertise & Solution Delivery:

• Provide expert-level knowledge in UCaaS and CCaaS, including IVR systems, email integrations, API integrations with CRM, and call flow design.
• Data Analytics: Contact Center reporting, analytics, Quality Management, and Workforce Management solutions. Ability to leverage AI conversation insights and analytics to improve performance.
• Provide technical guidance to PS Project Managers, Engineers, and customers.
• Oversee the planning, design, and implementation of Contact Center projects, including Business Requirements Documents (BRDs).

Customer & Stakeholder Engagement:

• Act as an escalation point for critical Contact Center issues.
• Demonstrate impeccable client service and foster a customer-centric culture, embracing CSAT & NPS metrics.
• Partner with account teams to ensure data accuracy in the sales funnel.
• Work cross-functionally to ensure enterprise alignment, providing input on products, customer feedback, and competitive insights.

Financial & Business Management:

• Understand and manage key Professional Services metrics, including revenue, margin, and billable utilization.
• Manage budgets and control expenses for Contact Center services.

Partnerships & Innovation:

• Support the development of a scalable partner ecosystem to enhance delivery capacity.
• Be innovative with delivery models to reduce costs, improve customer experience, and increase profitability.
• Share best practices, lessons learned, and contribute to product enhancements and new service offering ideas.

Contracting & Negotiation:

• Create and manage Statements of Work (SOWs) for Contact Center projects.
• Apply contract negotiation and conflict management skills.

 
Experience and Skills

• 7+ years background in running a Professional Services practice, business or overall team.
• Leadership Experience: Proven successful track record running a P&L business. Proven ability to build and lead high-performing teams, including hiring, retaining, and developing talent. Experience in managing team goals, delegation, accountability, and empowerment.
• Strategic Thinking: Demonstrated expertise in developing and implementing long-term product strategies, particularly for Contact Center services. Ability to provide strategic direction and contribute to global growth strategies and international expansion plans.
• Operational Management: Strong background in managing operational aspects of Professional Services and Contact Center delivery teams. Experience in ensuring technical sales support, implementing automation (PSA), and establishing training programs.
• Technical Proficiency: Expert-level knowledge in UCaaS and CCaaS technologies, including IVR systems, email integrations, API integrations with CRM, and call flow design. Familiarity with Contact Center reporting, analytics, Quality Management, and Workforce Management solutions.
• Project Management: Experience in overseeing the planning, design, and implementation of Contact Center projects, including the creation and review of Business Requirements Documents (BRDs).
• Customer Focus: Proven track record of delivering exceptional client service and fostering a customer-centric culture. Experience in managing critical customer escalations and utilizing CSAT & NPS metrics.
• Business Acumen: Understanding and management of key Professional Services metrics (revenue, margin, billable utilization). Experience in budget management and expense control.
• Partnership Development: Ability to support the development of a scalable partner ecosystem to enhance delivery capacity.
• Innovation & Continuous Improvement: Experience in innovating delivery models to reduce costs and improve customer experience. Ability to share best practices and contribute to product enhancements.
• Contracting & Negotiation: Experience in creating and managing Statements of Work (SOWs) and utilizing contract negotiation and conflict management skills.
• Communication & Collaboration: Excellent communication and interpersonal skills, with the ability to work cross-functionally and partner with various stakeholders.

What we offer:

• Comprehensive HMO package (medical and dental)
• Personal Time Off Leaves
• Quarterly Performance Bonus
• Employee Assistance and Wellness Programs

RingCentral is the #1 global cloud-based communications provider because we’re not just selling solutions; we’re enabling human connections. That’s why we’re the largest and fastest-growing pure-play provider in our space, with a market capitalization of over $4 billion, 20%+ annual growth and a $2 billion annual revenue run-rate. 

RingCentral’s work culture is the backbone of our success. And don’t just take our word for it: we are recognized as a Best Place to Work by Glassdoor, the Top Work Culture by Comparably and hold local BPTW awards in every major location. Bottom line: We are committed to hiring and retaining great people because we know you power our success. RingCentral offers on-site, remote and hybrid work options optimized for the ways we work and live now.

About RingCentral/Acquire BPO
RingCentral, Inc. is a US-based company engaged as a global provider of cloud unified communications and collaboration solutions. It is being serviced in the Philippines by its offshore partner Acquire Asia Pacific Philippines, Inc.

Acquire BPO is an award-winning, global business outsourcer with 8,500+ staff operating out of Class A offices in 16 locations across the Philippines, Australia, the Dominican Republic, and the US, as well as from comprehensive Work-from-Home environments, where client-permitted. We are one of the fastest-growing BPO companies and Australia’s largest outsourcer to the Philippines.

We have 15 years of experience delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education, and retail. We're recognized as being Safe, Flexible, and Innovative, giving our clients the capability to Outsource with confidence.

As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates to join our team and partner with one of the biggest cloud communications companies in the world - RingCentral. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages.

RingCentral is an equal opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 

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RingCentral, Inc. is a US-based company engaged as a global provider of cloud unified communications and collaboration solutions. It is being serviced in the Philippines by its off-shore partner Acquire Asia Pacific Philippines, Inc. 

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