Head of Professional Services jobs in the United States

This hybrid position requires two days per week in our San Francisco office.

About you 

You’re an active listener and a determined person who thrives in a collaborative environment like ours. You want to use your skills to help others progress, whether that’s internally with your team or seeing the impact your work can have on people around the world as you help us expand into new markets. You’re ready for a challenge and aren’t afraid to try new ideas.

About this role

As the Director of Professional Services Delivery Management, you will direct our quote-to-revenue process, analytics, and daily operations to support global revenue growth. Responsibilities include overseeing essential processes, revenue management, and reporting metrics like bookings, revenue, billable and utilization targets. Your responsibilities include team management, fostering sales collaboration, building cross-functional relationships, overseeing the pipeline, and managing delivery. Establishing connections with regional sales teams, participating in weekly forecast calls, ensuring adequate representation of Services, and aiming for excellent customer results to open doors for future service opportunities. 

What you'll be doing

• Manage/Coach: Contribute in a leadership capacity to Udemy’s Professional Services team, manage a highly effective team, and continue to build and scale global operations and best-in-class services in alignment with Udemy’s Professional Services principles. 
• Delivery Management: Design, build, operate, and scale a revenue, pipeline, and delivery business processes with successful outcomes being; effective and efficient service delivery, customer satisfaction, and the achievement of revenue targets.
• Business Process Management:  In support of the Professional Services vision and Udemy’s growth, define a vision for the Center of Excellence, build and scale delivery management processes, and execute strategies to create and influence Udemy’s Go-To-Market plans for PS offerings.
• Revenue Management: Set revenue management best practices and ensure all customer engagements adhere to defined standards, are tailored to the customer, and successfully deliver Learning Architecture deliverables.
• Sales and CS Services Evangelist: Act as an evangelist for services, assisting Sales and CS with selling, ensuring Sales and CS understand our offerings and can articulate the value of PS, and ultimately, increase PS attachment rate and progress account influence and growth.
• Impact Measurement: Report performance focused on financial goals and metrics, including bookings, revenue, gross margin, and utilization and operational metrics like time-to-value, customer satisfaction, and deliverable completion.

What you’ll have 

• Experience and comfort in understanding and using data to inform decisions concerning utilization considering financial goals for future staffing and hiring
• Experience with technology and data
• Experience balancing delivery with operations and strategy
• Experience in cross-functional leadership to influence internal organizations like PS, Sales, CS, and other business leaders
• Experience serving as an expert in resource management internally
• Experience creating estimation, approval, and delivery execution processes for services offerings, including fixed fee engagements, and custom SOWs

We understand that not everyone will match each of the above qualifications. However, we also realize that everyone has unique experiences that can add value to our company. Even if you think your background might not perfectly align, we'd love to hear from you!

Life at Udemy 

We aspire to be as vibrant and dynamic as the communities we serve, as inquisitive as those who use our platform, and as revolutionary as the future we strive to open for everyone. Here are some of the things we love about life at Udemy:

• We’re invested in creating an inclusive environment that welcomes a diverse range of backgrounds and experiences. From creating employee resource groups, ensuring we’re a Fair Pay Workplace, and building a flexible work culture, our belonging, equity, diversity, and inclusion (BEDI) initiatives always put our people first. We want you to be able to bring your authentic self to work because when we all do, we’re better for it.

• Learning is what we do – inside and out. Our Learning & Development team is second to none, helping ensure your journey is one of continuous progression. You’ll also have unlimited access to Udemy courses, monthly UDays (meeting-free professional development days), and a generous annual professional development stipend.

• Our reason to exist is to revolutionize learning – that calls for taking risks and learning from failures. Whether it’s our hackathons (a company-wide effort to envision new possibilities for our product) or sharing our prototypes, we see experimentation as a crucial step on the path to success.

• We’re committed to creating world-class employee experiences and are proud of the recognition of this by Great Place to Work. 

Of course, the best thing about being part of Udemy is knowing your work makes a difference for people and organizations around the world. You’ve got the skills; why not use them to help others develop theirs?

At Udemy, we value diversity and inclusion and consider qualified applicants without regard to race, color, religion, sex, national origin, ancestry, age, genetic information, sexual orientation, gender identity, marital or family status, veteran status, medical condition, or disability. We will consider for employment qualified applicants with arrest and conviction records.

Our Benefits Start With U

Our benefits package at Udemy “starts with U” and is grounded in mission-driven benefits that intentionally align with our core values. Here’s a sneak peek at just a few highlighted benefits if you’re a full-time Udemate based in the United States:

• Core Benefits: Comprehensive medical, dental, vision, life/AD&D, and disability coverage

• HSA/FSA/Commuter: Pre-tax savings/spending plans, including HSA employer contributions

• Transgender Benefits: Expanded medical coverage for gender-affirming care

• Parental Benefits: Financial assistance for fertility (including egg-freezing), adoption, and surrogacy expenses; twelve weeks of paid family bonding for birth, surrogacy, adoption, and foster placement (plus up to six to ten weeks of paid disability leave for birthing parents) as well as a two-week “ease-back” program that enables parents to return part-time at full pay

• Whole U: Fully paid memberships for meditation/mindfulness, therapy/coaching visits, financial planning, fertility and family building, maternity and newborn care, parenting and pediatrics, menopause care, breastmilk shipping, and caregiving support

• Learning: Free access to Udemy and Udemy Business plus a yearly stipend to spend on professional development

• Retirement: Pre-tax and Roth 401(k) plan with an employer contribution

• Charitable Giving: Corporate charitable match for eligible nonprofits and charities

• Vacation: Flexible vacation for salaried Udemates and fifteen days per year for hourly

• Holidays: Twelve paid holidays throughout the year

Information regarding data privacy is available within the Udemy Careers Privacy Notice.