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Director, GSP North America
RingCentral - Denver, CO
posted 2 months ago
About the position
The Director of Professional Services at RingCentral will lead a team responsible for delivering Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) projects across North America. This role is critical in evolving the Professional Services organization, ensuring high levels of customer satisfaction, and developing standardized methodologies for project management. The director will collaborate with various departments to align initiatives with business strategies and oversee the development of the team.
Responsibilities
- Lead a team of Project Managers, Implementation Engineers, and Technical Onboarding resources.
- Manage the delivery of UCaaS and CCaaS projects in North America.
- Create and standardize documented methodologies for project management.
- Increase Project Managers' skills and adherence to best practices.
- Collaborate with Sales, Customer Success, Support, and Product Management to enhance customer satisfaction.
- Communicate technology vision and project scope across departments.
- Develop the team and implement organizational improvements.
- Ensure key initiatives meet timelines and executive commitments.
- Supervise the creation of repeatable code libraries for streamlined deployment.
Requirements
- Minimum 5+ years leading customer-facing organizations such as Professional Services, Customer Support, or Customer Success.
- 8+ years in Professional Services customer-facing experience.
- Experience in the enterprise telephony industry with solutions like inContact, Nice, Verint, Genesys, Cisco, Avaya, etc.
- Demonstrated success with large-scale implementations and high-profile enterprise customers.
- Ability to coach professionals at all levels of development.
- Strong understanding of Customer Experience (CX) and Customer Journey Mapping.
- Detail-oriented with planning and execution skills.
- Self-motivated and capable of working in a fast-paced environment.
- Experience in developing new professional service offerings and associated artifacts.
- Bachelor's Degree or equivalent military/work experience.
- Industry-related certifications such as PMP, Agile, Six Sigma, ITIL are desirable.
Nice-to-haves
- Experience with AI-enabled technology and platforms.
- Familiarity with project management tools and methodologies.
Benefits
- 401(k)
- 401(k) matching
- Commuter assistance
- Dental insurance
- Disability insurance
- Employee assistance program
- Employee stock purchase plan
- Comprehensive medical, dental, vision, disability, life insurance
- Health Savings Account (HSA)
- Flexible Spending Account (FSA)
- Paid time off and paid sick leave
- Paid parental and pregnancy leave
- Family-forming benefits (IVF, Preservation, Adoption)
- Emergency backup care (Child/Adult/Pets)
- Free legal services
- Employee bonus referral program
- Student loan refinancing assistance
- Employee perks and discounts program
