Director of Professional Services at Actabl

Description

Hi, we’re Actabl.

We’re providing better solutions for hotel companies as the world around us evolves and changes related to using technology, finding labor, and maximizing profits. Our mission is to empower the people that power hospitality. We give hoteliers actionable insights to know what to do, the tools to do it, and the visibility to know it worked. We bring together powerful hospitality tech solutions to maximize profits for more than 10,000 properties in hospitality markets around the world.

Our Valued Behaviors

• Start with People: We are in the hospitality business and hospitality starts with people. This impacts both our being and our doing.
• Being: We are responsible for building relationships, earning trust, and having fun. These things are fundamental to hospitality.
• Doing: We will succeed if we start with great people working as one team. Empower others, speak the truth with care, and go together.
• Demand Integrity: Be trustworthy, be ethical, and be consistent whether someone is watching or not. Demand integrity of yourself and others to build the fabric of a high-integrity organization.
• Delight the Customer: We aim to delight our customers in the same way our customers aim to delight their guests. The question is not if completed a process or hit a metric, the question is whether or not the customer is delighted.
• Champion Innovation: We compete in the game of change and win through innovation. Think big and then think bigger when it comes to the innovation required to tackle the problems our customers face daily.
• Make it Happen: We show up prepared, care about the details, and follow through. Don't get distracted. Don't stop at blockers. Don't make excuses. Find a way and drive until it is done.
  

In This Role You Will

The Director of Strategic Services owns the strategy, commercialization, and end-to-end execution of Actabl’s custom and value-added service portfolio—spanning integrations, custom builds, consulting, data migration, and business intelligence initiatives that fall outside core SaaS bundles. This role partners cross-functionally across Revenue, Customer Experience, and Product to proactively design, price, and position custom solutions that maximize customer adoption, utilization, and long-term value.

Typical Functions

Strategic Leadership & Delivery Oversight

• Own the strategic direction of all custom and value-added services, ensuring projects align with financial targets and drive customer success.
• Lead the delivery of value-added services projects outside core SaaS bundles
• Support strategic growth initiatives by evolving the structure, tools, and methodologies of the Professional Services function to meet future demand and market opportunities.
• Translate project outcomes into scalable methodologies, including SOPs, playbooks, and reusable frameworks that improve delivery consistency and reduce time-to-value (TTV).
• Leads a specialized team of Project Managers and SMEs responsible for execution.
  
  

Cross-Functional Collaboration & Enablement

• Lead the commercialization process for new service offerings, defining scoping templates, pricing models, and sales enablement materials.
• Collaborate cross-functionally with Revenue, Customer Experience, and Product to scope, price, and position custom service offerings that meet evolving customer needs and drive revenue.
• Partner with internal stakeholders to resolve delivery challenges, advocate for customer needs, and continuously improve the customer journey through data-driven insights, feedback loops, and influencing roadmap decisions.
• Drives the commercial success of the custom services portfolio by continuously designing and delivering sales enablement, training, and tools to Revenue and Customer Excellence teams.
  
  

Operational Excellence & Project Governance

• Drive the creation and continuous evolution of scalable methodologies (SOPs, playbooks) to minimize rework and improve the consistency of custom delivery.
• Maintain end-to-end visibility into project health, including timelines, resource allocation, risk mitigation, and financial performance, ensuring proactive adjustments to keep projects on track.
• Drive operational excellence in service delivery, identifying and implementing process improvements that enhance efficiency, scalability, and customer satisfaction.
  
  

Process Optimization & Risk Management

• Analyze delivery data to identify top bottlenecks (e.g., discovery delays, rework) and lead initiatives to eliminate inefficiencies.
• Design and implement improvement initiatives, such as automation tools, refined scoping templates, or enhanced handoff protocols.
• Enforce strict change control and escalation protocols for projects showing signs of financial or delivery risk.
  
  

Team Management & Development

• Manage, mentor, and develop high-performing Professional Service Project Managers, ensuring consistent execution, quality standards, and professional growth aligned with departmental goals.
• Support the development of onboarding and training materials, contributing to a scalable talent pipeline for the Professional Services team.
  
  

General & Adaptive Responsibilities

• Perform other duties as assigned to support the success of the team and the broader organization.
  
  

Requirements

Unpacking What We’re Looking For

Ideal Skills & Experience

• Bachelor’s degree in a relevant field such as Operations Management, Business Administration, or a related discipline.
• 3–5 years of experience in Professional Services, Implementation, or Project Delivery.
• Strong understanding of Agile methodologies and project management tools (e.g., Rocketlane, Monday.com).
• Experience partnering with Sales, CS, and Product teams.
• Hospitality industry experience is a plus.
• Excellent communication and organizational skills.
  
  

Technical Skills

• Strong technical background with the ability to understand and communicate technical concepts to both technical and non-technical stakeholders.
• Proficiency in project management tools and methodologies
  
  

Leadership Skills

• Strong leadership skills to manage and motivate implementation teams.
• Excellent communication and interpersonal skills for interacting with internal teams and clients.
• Servant leadership and strong people development skills.
• Critical thinking and problem-solving skills to ensure successful project delivery.
• Ability to align implementation strategies with business outcomes.
  
  

Key Competencies

Leadership and Management:

• Servant Leadership: Leads by example, supports team growth, and fosters collaborative culture.
• Strategic Thinking: Aligns department goals with broader company objectives.
• Resource Coordination: Manage cross-functional teams to ensure projects progress on schedule and meet quality standards.
• Grit & Tenacity: Demonstrates persistence and drive in achieving strategic goals.
  
  

Risk Mitigation And Decision-Making

• Risk Assessment: Identify and assess risks related to implementation projects.
• Practical Recommendations: Provide timely and practical solutions to mitigate risks.
  
  

Client Relationship Management

• Customer-Centric Approach: Act as the main point of contact for clients during implementation.
• Escalation Handling: Address customer escalations promptly and effectively.
• Customer Obsession: Champions customer success and long-term value.
  
  

Budget And Timeline Adherence

• Financial Acumen: Monitor project budgets and ensure adherence.
• Timely Reporting: Regularly track progress and compliance with project schedule.
  
  

Change Management And Communication

• Change Leadership: Guide clients through software adoption and process changes.
• Effective Communication: Clearly convey project updates, expectations, and outcomes.
  
  

Technical Acumen

• Understanding of SaaS Architecture: Familiarity with SaaS product components and integrations.
• Problem-Solving: Troubleshoot technical issues during implementation.
  
  

Stakeholder Collaboration

• Cross-Functional Alignment: Work closely with revenue, product, support and customer success teams.
• Client Advocacy: Represent client needs and advocate for successful outcomes.
• Cross-Functional Influence: Builds trust and alignment across departments.
  
  

Continuous Learning And Adaptability

• Industry Trends: Stay informed about SaaS industry developments.
• Adapt to Change: Be flexible in response to evolving client requirements.
• Adaptability: Navigates change with resilience and flexibility.
  
  

Innovation: Identifies and implements creative solutions to complex challenges.

We try to be specific about the experience we believe you’ll need to have in order to be successful in this position, however, we encourage you to apply even if you don’t meet 100% of the outlined bullet points. If you are excited about innovating hospitality through technology and are a top-performing team player with a strong work ethic, we’d love to hear from you!

Work Environment

This is a hybrid position and will be part of our Denver office with an expectation of working three days (Tuesday-Thursday) in-office and two days (Monday & Friday) remote. Candidates located outside of the Denver Metro Area will be reviewed and considered if necessary.

Actabl Around The World

We are a hybrid friendly workplace with our main office in lower downtown Denver and with additional office hubs located in Atlanta & Tampa, and our remote based domestic & international employees support our hoteliers across the globe. No matter where you live and work, you’re a valued member of the Actabl team.

Preview Your Team Member Experience

Total Rewards At-a-Glance:

Benefits

All Actabl full-time team members and their dependents based in the United States are able to receive the following benefits starting on the first of the month following the first day of employment:

Health & Wellness

• Medical, dental, and vision insurance plans for employees & eligible spouse and/or dependents
• Employer-paid life & AD&D, short-term disability & long-term disability
• Discounted pet insurance plans through Wishbone
• Employee Assistance Program (EAP) services available to employees & their dependents
• On-site gym available for free use at Denver office
  
  

Financial Wellbeing

• Competitive base salary with bonus structure
• Healthcare spending accounts with employer contributions
• 401(k) plan with an employer match of up to 4%
  
  

Flexibility & Time Off

• Unlimited discretionary time off hours to be used when needed
• 10 observed US federal holidays throughout the year
• Winter recess for all Actabl employees between December 24th-January 2nd
• 12 weeks of parental leave for both birthing & non-birthing parents
  
  

Compensation

Qualified candidates can expect a salary range of $120,000 - $123,000 depending on experience. Potential for end-of-year bonus earnings and periodic merit increases also available based on company and/or personal performance.

Ready to Check-in to Your Next Role?

If you’re excited about our mission in empowering hospitality through technology, apply to join the Actabl team today!

Candidate AI Usage Policy

We are committed to fostering a hiring process that reflects each candidate’s unique skills, experience, and perspective at Actabl. To support a fair and authentic evaluation process, the use of artificial intelligence (AI) tools to generate or assist with responses is not permitted during any stage of the interview process. This includes live interviews (in-person or virtual), as well as take-home assessments, test projects, and work samples.

Accommodation Requests

We understand that some candidates may require accommodations that involve the use of AI. If you require any accommodations during the interviewing process please contact us in advance at [email protected]. We are committed to providing reasonable accommodations and ensuring that every candidate has an equitable opportunity to succeed!

Our Nondiscrimination Promise

Actabl is an Equal Opportunity Employer and is committed to providing equal employment opportunities to all applicants and employees. You will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other characteristic protected by federal, state, or local law.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Salary Description

$120,000 - $125,000