Director of Professional Services

Teachstone • Charlottesville, VA

10h

About The Position

Teachstone was founded in 2008 to deliver the Classroom Assessment Scoring System® (CLASS®) nationwide and around the globe. Developed through years of research, the CLASS observation tool measures the interactions between teachers and children, which have been shown to drive learning and lifelong achievement. Teachstone helps organizations conduct classroom observations and provides professional development so that teachers improve, and children learn more. Our online subscription service, myTeachstone, simplifies CLASS implementation by combining observation data with a robust library of CLASS resources and professional development. At Teachstone, everything we do is about improving the ways teachers interact with their students. We train coaches and observers, build and deliver online support programs, design professional development – all of it grounded in one proven fact: the interactions teachers have with students have a lasting impact on their academic and developmental success. By helping educators describe, measure, and improve their interactions and relationships with students, Teachstone is transforming education nationwide, one interaction at a time. The Director of Professional Services promotes high-quality service delivery for Teachstone by managing service implementation and driving continuous improvement of systems, processes, and workflows. This individual ensures efficient, consistent, and scalable delivery across all service lines. The Director provides leadership, mentoring, and support to Professional Services Managers, CLASS Specialists, contractors, and the Affiliate training community, ensuring teams are equipped with clear processes and expectations to deliver strong client outcomes. This role also oversees data workflows that support service delivery, including the collection, monitoring, and use of key performance metrics such as utilization, quality, and client satisfaction. Working cross-functionally, the Director ensures effective coordination and delivery of multi-service client contracts while improving operational efficiency and performance.

Requirements

• Proven experience delivering, leading, and evaluating training, data quality, and/or professional development programs.
• Strong organizational, written, and interpersonal communication skills with the ability to manage multiple priorities and communicate clearly across stakeholders.
• Exceptional customer service and relationship management skills with a focus on client satisfaction and service quality.
• Knowledgeable in core technology and operational tools, including Google Workspace (Docs, Sheets, Slides), Asana (project and workflow management), and Toggl (time tracking and utilization monitoring), along with Microsoft Office and virtual presentation platforms.
• Experience working in a high-growth or evolving environment with the ability to implement and refine systems, processes, and workflows that support scalable service delivery.
• Demonstrated ability to use data and performance metrics to monitor service delivery and inform decision-making.
• Master’s degree in Early Childhood Education or a related field, or equivalent experience, with 5 years of leadership experience in service delivery or a related field.
• Willingness to travel 1–2 times per month, or as needed, to support service delivery and team engagement.

Nice To Haves

• Demonstrated proficiency using the CLASS measure to observe and code classrooms and lead CLASS training programs.
• Experience collaborating cross-functionally across Product, Growth, Operations, and Services.
• Experience managing or supporting Affiliate, contractor, or partner networks.
• Strong understanding of service delivery metrics (utilization, margin, NPS, quality).
• Experience building or using data workflows, dashboards, or reporting tools.
• Demonstrated ability to scale service delivery while maintaining quality and efficiency.
• Experience with process improvement and operational optimization.
• Proficiency in core technology and operational tools, including Google Workspace (Docs, Sheets, Slides), Asana (project and workflow management), and Toggl (time tracking and utilization monitoring), along with Microsoft Office and virtual presentation platforms.
• Familiarity with Salesforce, LMS platforms (e.g., Canvas, myTeachstone), or similar systems.

Responsibilities

• Provide leadership, coaching, and performance oversight to Service Delivery Managers, CLASS Specialists, contractors, and the Affiliate training community to ensure high-quality, consistent service delivery.
• Lead the design and continuous improvement of systems, processes, and workflows to support efficient, scalable operations and strong client outcomes.
• Utilize data workflows, training evaluations, and key performance metrics (e.g., utilization, quality, client satisfaction, profitability) to monitor performance, identify trends, and drive continuous improvement.
• Partner cross-functionally with Product, Growth, Operations, and other teams to ensure alignment, effective communication, and successful execution of multi-service client contracts.
• Support and scale the Affiliate model through strong cross-functional collaboration, ensuring clear processes, quality standards, and consistency across Affiliate-led delivery.
• Manage service delivery operations, including staffing, resource allocation, onboarding, and professional development, to align team capacity with demand and maintain high performance.
• Contribute to budget planning and monitor operational performance to support sustainable and efficient service delivery.
• Maintain deep knowledge of Teachstone products and services and deliver services as needed to support business needs and team alignment.
• Foster a culture of accountability, continuous improvement, and alignment with Teachstone’s mission and values.
• Forecast hiring needs and build a high-performing Professional Services team aligned to business demand and delivery priorities.
• Establish and lead a cohesive, effective manager team by setting clear expectations, fostering collaboration, and ensuring alignment on priorities, processes, and performance standards.
• Retain and develop key talent through intentional coaching, feedback, and career growth opportunities.
• Lead performance management by monitoring role alignment, providing timely feedback, and addressing performance gaps to strengthen individual and team effectiveness.
• Define, implement, and monitor team performance metrics to drive accountability, consistency, and high-quality service delivery.

Benefits

• Fair, Competitive Pay: We ensure equal pay for equal work, using consistent salary bands based on market benchmarks, reviewed annually. Prior salaries, negotiation skills, or fear of conflict don’t influence your pay.
• Salary Range: $95,000-$122,000 determined by your experience, skills and internal equity
• Comprehensive benefits: Medical/dental, 401(k), PTO, insurance, development opportunities. Details provided at offer. Eligibility depends on your role and employment status

What This Job Offers

• Job Type: Full-time
• Career Level: Director