Senior Director, Professional Services

PARADIGM SENIOR SERVICES•North Miami, FL

1d•Hybrid

About The Position

At Paradigm, we're revolutionizing home care through innovative technology. As the fastest-growing tech company in this sector, we empower home care agencies with cutting-edge solutions in billing automation, growth education, authorization management, and beyond. We believe that by streamlining agency operations with third-party payers like the Department of Veterans Affairs and Medicaid, we ultimately enhance the quality of care for seniors, veterans, and underserved communities. We foster a dynamic and collaborative work environment where new ideas are welcome, and creativity thrives. Joining our team means becoming part of a supportive community that values continuous learning and excellence. We're on a mission to revolutionize home care and are looking for passionate individuals to help us make a lasting, positive impact.

Requirements

Minimum 8 years of experience in professional services, implementation, or customer delivery at a SaaS company, with a track record of building or scaling a delivery function
Minimum 3 years of experience leading teams
Experience designing implementation methodologies and tiered delivery models (self-service, guided, white-glove) and operating them at scale
Hands-on experience leading data migration and technical onboarding, including migrations from competing platforms
Experience building customer education or enablement programs: curriculum design, learning platforms, certification, and help-center content
Ability to define product adoption measures and run programs that move customers from live to proficient to expanding
Domain expertise in home care, home health, or adjacent healthcare operations, including scheduling, EVV, payer and Medicaid/VA billing, authorizations, and the day-to-day realities of agency staff
Familiarity with Agency Management Systems (e.g., WellSky, KanTime, AxisCare, AlayaCare) or comparable healthcare operations platforms
Strong process orientation: designs scalable playbooks and standards while staying agile enough for a growing product
Communicates with credibility to frontline team members, cross-functional leaders, and agency owners
Data-driven operator who defines metrics, builds reporting, and manages the team to it
Experience leading through rapid growth, an acquisition, a product launch, or a significant platform expansion
Familiarity with change management frameworks (e.g., Prosci, ADKAR) and their application to customer onboarding

Nice To Haves

Prior experience in a home care or healthcare SaaS company that also operated a managed-services line preferred
Experience with customer-education tooling (LMS, in-product guidance) and project or PSA tooling preferred

Responsibilities

Shape the Professional Services strategy and operating model, in partnership with the Senior Vice President, Operations: how the function is organized, staffed, tooled, and measured
Define the services catalog: what is delivered in the included onboarding tier, what is offered as premium services, and how delivery paths map to agency size, complexity, and legacy system
Recommend how premium services are packaged and positioned, working with Sales, Product, and Operations leadership; own how each package is scoped and delivered once defined
Establish delivery governance, including scoping standards, statements of work, change control, and quality assurance
Set the annual priorities and roadmap for the function and report progress against them to Operations leadership
Own the end-to-end implementation experience for new Careswitch agencies, from contract execution through go-live and graduation to Customer Success
Build and codify a repeatable implementation methodology with tiered delivery paths (self-service, guided, white-glove), project templates, configuration standards, and go-live readiness criteria
Drive time-to-value down through automation, in-product onboarding, and standardized playbooks, while protecting quality and agency-specific configuration needs (EVV, payers, authorizations, state program rules)
Serve as executive sponsor and escalation point for complex, strategic, or at-risk implementations
Lead the data migration practice for agencies moving to Careswitch from legacy AMS platforms (e.g., WellSky, KanTime, AxisCare, and others), including extraction, mapping, transformation, validation, and cutover
Define migration standards, data-quality gates, and reconciliation procedures so that clients, caregivers, schedules, authorizations, and billing history arrive complete and accurate
Oversee technical configuration services such as payer and clearinghouse setup, EVV aggregator connectivity, and integrations with adjacent systems
Build the customer education function: role-based training curricula for agency owners, schedulers, billers, and caregivers, delivered through live sessions, a self-paced learning platform, and in-product guidance
Develop and maintain a certification program and a help center / knowledge base that drive self-sufficiency and reduce support volume
Own internal product enablement for customer-facing teams (Sales, Customer Success, Support) so every team represents the platform accurately and consistently
Create and maintain implementation collateral, including project plans, data migration guides, configuration documentation, and go-live checklists
Define what healthy adoption looks like for a home care agency and instrument it: active users, core-workflow adoption (scheduling, EVV, billing), and feature depth at 30/60/90 days and beyond
Design adoption programs that move agencies from live to proficient to expanding, in partnership with Customer Success and Marketing
Establish structured feedback loops that translate implementation and adoption insights into Product roadmap priorities, with clear reporting on friction points and requested capabilities
Identify adoption risk early and intervene before it becomes retention risk
Recruit, develop, and lead a team of Implementation Managers, Migration Specialists, Trainers, and Enablement Specialists, with clear performance expectations, career paths, and accountability structures
Stay close to the work: lead early implementations personally, own complex escalations, and use that direct exposure to improve the playbook
Own the Sales-to-Services handoff: scope alignment, expectation setting, and implementation readiness before contract execution, in partnership with Sales and Solutions
Own the Services-to-Customer Success graduation, including health criteria and a clean transfer of context
Serve as a member of the Operations leadership team, representing the customer onboarding and adoption experience and contributing to Ops 2.0 execution across functions