Build team capability in SaaS delivery, consultative practices, project leadership, data fluency, AI literacy, change management, and customer communication.
Create equitable opportunities for stretch assignments, cross-training, mentorship, and career progression; maintain succession and talent-risk plans.
Foster an inclusive, innovative, and high-accountability culture focused on learning, collaboration, customer outcomes, and continuous improvement.
Monitor workload sustainability and team health, taking action to address burnout risk, performance barriers, or skill gaps.
Service Delivery and Customer Outcomes
Own the successful delivery and day-to-day performance of assigned service lines, including adherence to scope, schedule, quality, and customer commitments.
Use leading and lagging indicators to identify delivery, adoption, satisfaction, margin, and retention risks; coordinate corrective action and escalation.
Ensure customer-facing teams apply consistent delivery methodologies, documentation standards, governance, and risk management practices.
Partner with customers and internal stakeholders to resolve complex issues, clarify tradeoffs, and maintain confidence through transparent communication.
Represent the voice of the customer in cross-functional planning and drive improvements that reduce friction across the end-to-end customer journey.
Support complex sales opportunities by validating scope, delivery approach, effort, dependencies, risk, pricing inputs, and capacity.
Operational Excellence, AI, and Innovation
Design and maintain scalable processes, operating rhythms, controls, playbooks, and service standards that improve quality, consistency, speed, and cost effectiveness.
Build a practical innovation pipeline that identifies, tests, measures, and scales improvements based on customer and employee needs.
Champion responsible use of AI, automation, and digital tools to reduce manual work, improve decision quality, accelerate knowledge access, and strengthen the customer experience.
Partner with appropriate functions to ensure AI-enabled workflows follow company requirements for security, privacy, data governance, human review, and risk management.
Define baseline performance, expected benefits, adoption measures, and control points for improvement initiatives; validate outcomes before scaling.
Eliminate non-value-added work, standardize repeatable activities, and improve handoffs across teams through root-cause analysis and continuous improvement methods.
Maintain reliable service-line data and dashboards; translate insights into priorities, decisions, actions, and measurable results.
Capacity, Workforce, and Business Planning
Own short- and medium-term capacity planning for assigned teams using pipeline, backlog, project complexity, skills, productivity, utilization, time-off, and demand assumptions.
Create scenario plans and recommend hiring, contractor use, cross-training, redeployment, sequencing, or demand-shaping actions to balance customer commitments, employee capacity, and financial objectives.
Monitor utilization, throughput, backlog aging, forecast accuracy, and staffing risk; intervene early when supply and demand are misaligned.
Partner with Sales, Finance, and delivery leaders on bookings forecasts, start-date commitments, resource assumptions, and investment decisions.
Ensure work is assigned based on skills, development goals, availability, customer needs, and business priorities.
Manage assigned operating expenses and approval processes in accordance with company policies and authority levels.
YOU'VE GOT WHAT IT TAKES IF YOU HAVE
Bachelor’s degree or equivalent combination of education and relevant experience.
3 or more years of people leadership experience in Professional Services, Implementation, Customer Success, Support, or a related customer-facing function.
3 or more years of experience in a SaaS, subscription software, technology, or technology-enabled services environment.
Demonstrated experience managing customer delivery, team performance, capacity, operational metrics, and continuous improvement.
Experience using project, resource management, CRM, analytics, collaboration, and/or workflow automation tools.
Working knowledge of project management methodologies and common SaaS implementation practices.
IT WOULD BE NICE IF YOU
Experience leading implementation, migration, integration, managed services, education services, or technical services teams.
Experience implementing AI-assisted workflows, automation, knowledge management, analytics, or digital transformation initiatives.
Experience with professional services automation, resource planning, forecasting, financial management, and service-line performance.
PMP, Lean, Six Sigma, change management, agile, or relevant AI/data certification.
Knowledge of Relias products, services, customers, and common integrations, including file-based integrations, SSO, APIs, and web services.
Relias is an Equal Opportunity Employer and a Drug-Free workplace. Relias welcomes and encourages applications from people with disabilities and is happy to make reasonable accommodations in all aspects of the selection process. If you are an individual with a disability and require reasonable accommodation to complete any part of the job application process, please visit our career page for instructions.
Relias values collaboration and wants to ensure that our team members have opportunities to work with their teams regularly for professional development opportunities. Our flexible hybrid work environment requires that you live in the state of North Carolina, within a commutable distance to our office (~1-hour commute). You would be expected to work in our Morrisville, NC Headquarters approximately 30/40 days/quarter.
All your information will be kept confidential according to EEO guidelines.
Disclosure requirements pertaining to the collection of your personal data:
Responsible for processing the information provided in your application is the company specified in the job advertisement, with its registered office as indicated. The company processes your data for the purpose of establishing an employment relationship on the basis of Art. 6 (1) b GDPR / Section 26 (1) sentence 1 BDSG.
The retention period for your data is determined by the statutory time limits applicable in the respective country, beginning upon completion of the recruitment process. You can find these here.
You can contact the company’s Data Protection Officer at the above-mentioned postal address.
Further information on data protection and your rights can be found here.
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