Professional Services Strategy & Optimization Lead

Resmed • Peachtree Corners, GA

4d • Remote

About The Position

Professional Services plays a critical role in helping customers successfully adopt solutions, achieve outcomes faster, and realize long-term value. As a Professional Services Strategy & Optimization Lead, you'll use data, operational insights, and cross-functional collaboration to identify opportunities to improve how implementations are planned, delivered, and scaled. In this role, you'll partner across Professional Services, Product, Data Services, and Customer Support to analyze implementation trends, develop scalable delivery models, and create repeatable approaches that drive greater efficiency and consistency. Your work will directly influence how customer implementations are executed, helping teams reduce complexity, improve predictability, and accelerate time-to-value.

Requirements

• Experience in Professional Services, Technical Services, Solution Architecture, Service Delivery, Operations, or a related function within a SaaS environment.
• Strong understanding of SaaS implementation lifecycles, including onboarding, configuration, integrations, data migration, implementation planning, and customer adoption.
• Experience using operational, customer, or delivery data to uncover actionable insights and drive business improvements.
• Experience developing scalable delivery frameworks, implementation methodologies, playbooks, or reusable service assets.
• Strong analytical and problem-solving capabilities with the ability to translate complex information into practical recommendations.
• Ability to recognize common customer needs and create repeatable delivery approaches that support scale.
• Experience driving process improvement, operational efficiency, automation, or standardization initiatives.
• Strong communication skills with the ability to influence technical and non-technical stakeholders.
• Sound business judgment and the ability to balance standardization with customer outcomes.
• Ability to thrive in a fast-moving environment where priorities, technologies, and customer needs evolve.

Nice To Haves

• Experience using SQL to analyze operational or customer data.
• Experience using Python for analysis, reporting, or automation initiatives.
• Experience with AI, advanced analytics, service transformation, or operational excellence programs.

Responsibilities

• Analyze customer, utilization, billing, project performance, configuration, and delivery data to identify trends and opportunities for improvement.
• Identify customer archetypes and implementation patterns based on workflows, configurations, and service requirements.
• Evaluate the drivers of implementation effort, complexity, duration, and outcomes to improve delivery predictability.
• Translate operational and delivery insights into recommendations that improve implementation efficiency, consistency, and scalability.
• Design standardized and preconfigured implementation approaches for customer segments with common requirements.
• Develop reusable implementation templates, playbooks, workflows, and delivery assets that reduce variation and streamline execution.
• Lead the identification, evaluation, and adoption of AI-enabled delivery capabilities, automation solutions, and scalable implementation methodologies that enhance efficiency, consistency, and customer outcomes.
• Identify opportunities to simplify implementation activities through standardization, automation, and the reuse of proven practices.
• Leverage historical implementation knowledge and configuration data to improve implementation planning and future delivery models.
• Evaluate opportunities to apply AI, automation, and emerging technologies to enhance delivery efficiency and customer outcomes.
• Partner with Professional Services leaders and delivery teams to understand challenges and drive continuous improvement initiatives.
• Collaborate with Product, Data Services, Operations, and other cross-functional teams to implement scalable solutions.
• Define success metrics and evaluate the impact of improvements on implementation effort, customer experience, cycle time, predictability, and time-to-value.
• Communicate recommendations, insights, and measurable business impact to leadership stakeholders.

Benefits

• comprehensive medical, vision, dental, and life, AD&D, short-term and long-term disability insurance, sleep care management, Health Savings Account (HSA), Flexible Spending Account (FSA), commuter benefits, 401(k), Employee Stock Purchase Plan (ESPP), Employee Assistance Program (EAP), and tuition assistance.
• fifteen days Paid Time Off (PTO) in their first year of employment
• 11 paid holidays plus 3 floating days
• 14 weeks of primary caregiver or two weeks of secondary caregiver leave

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed