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About the Role

Own the methodology, tooling, standards, and accountability frameworks for BuildOps' enterprise customer implementations. This role addresses gaps in services organizations such as inconsistent handoffs, lack of escalation playbooks, and preventable churn.

Responsibilities

• Build and govern the Professional Services (PS) delivery methodology.
• Define and maintain the implementation framework, including phases, milestones, go/no-go criteria, and sign-off standards for all customer segments.
• Ensure methodology is documented, version-controlled, and consistently adopted.
• Own the PS portfolio view and health reporting, maintaining a real-time view of active implementations.
• Produce weekly and monthly reporting for PS leadership and stakeholders.
• Design and enforce the escalation framework, including a tiered model and defined triggers, SLAs, and accountability.
• Lead the post-implementation Root Cause Analysis (RCA) program for contract rejections and high-risk churns.
• Ensure learnings are fed back into the delivery methodology and playbooks.
• Drive PS tooling and process infrastructure, owning the configuration and adoption of PS tools.
• Ensure implementation managers and customer success managers focus on customers, not administrative overhead.
• Build and maintain implementation playbooks by customer type, keeping them updated with current product capabilities and learnings.

Requirements

• 5+ years in a Professional Services, Customer Success, or Implementation leadership role at a B2B SaaS company.
• Direct experience building or owning a PMO or delivery methodology function.
• Proven track record managing complex, multi-stakeholder implementations involving ERP or accounting integrations.
• Strong analytical skills; ability to build and explain portfolio health dashboards.
• Experience designing escalation frameworks and churn intervention playbooks.
• Exceptional written and verbal communication skills; ability to navigate ambiguity and drive consensus.
• Proficiency with Salesforce and at least one implementation or project management tool.
• Experience working in or serving the construction, field service, or trades industry is a strong plus.
• Experience with Gainsight or a CS health-scoring platform is a nice-to-have.
• Background in RCA methodologies (e.g., 5 Whys, FMEA, DMAIC, Fishbone) is a nice-to-have.
• Prior experience scaling a PS team from 10 to 30+ IMs and CSMs is a nice-to-have.
• Experience building a Sales-to-CS handoff process from scratch and measuring its impact is a nice-to-have.

Skills

• Salesforce
• Gainsight
• Project tracking tools (e.g., GCX, Certinia, Asana, ClickUp, Jira, Confluence)
• ERP and accounting integrations (e.g., NetSuite, QuickBooks, Sage)
• RCA methodologies (5 Whys, FMEA, DMAIC, Fishbone)

Location

• Los Angeles
• San Francisco
• Toronto
• Raleigh

Work Type

• Hybrid

Experience Level

• 5+ years

Education Level

• PMP, PgMP, or equivalent project management certification (Nice-to-have)

Salary/Compensations

• $145,000 – $181,000 base salary range + annual bonus + meaningful equity

Benefits

• Generous equity grant
• Comprehensive benefits package
• Flexible PTO
• Hybrid work schedules
• One-time work-from-home allowance
• Lunch provided for in-office days
• Company events and team-building activities
• Opportunities for growth and career advancement

About the Company

• BuildOps is on a mission to modernize the trades by building the only all-in-one management platform designed specifically for commercial contractors.
• We help our customers operate more efficiently, connect their teams, and deliver world-class service to their clients.
• BuildOps is the largest commercial trade platform in the country, transforming the multi-billion dollar commercial contracting industry.
• We are backed by industry-leading investors and have achieved a $1 billion valuation and significant funding rounds.
• Our investment is fueling aggressive growth and our commitment to equipping contractors with AI-driven tools.

Equal Opportunity

• BuildOps is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, veteran status, or any other status protected by applicable federal, state, or local law.
• BuildOps will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act pursuant to applicable local and state laws.