Senior Manager, Professional Services
Say hello to opportunities.It’s not everyday that you consider starting a new career. We’re RingCentral, and we’re happy that someone as talented as you is considering this role. First, a little about us, we’re a $2.5 Billion annual revenue company with double digit Annual Recurring Revenue (ARR) and a $93 Billion market opportunity in UCaaS, Contact Center and AI-powered adjacencies. We invest more than $250 million annually to ensure our AI-enabled technology and platforms meet or exceed the needs of our customers. RingSense AI is our proprietary AI solution. It’s designed to fit the business needs of our customers, orchestrated to be accurate and precise, and built on the same open platform principles we apply to our core software solutions.This is where you and your skills come in. We’re currently looking for: a Senior Manager, Professional Services. The Sr. Manager, Professional Services leads a team of Contact Center Delivery Engineers and Engineer Leads responsible for delivering CCaaS implementations to enterprise customers. This role owns delivery quality and consistency across the team's portfolio, develops and enforces standardized delivery methodology, and represents Professional Services in cross-functional planning with Sales, Customer Success, Support, and Product Management.This is a people-management and program-leadership role: the Sr. Manager is accountable for team performance and development, delivery outcomes across multiple concurrent enterprise engagements, and the maturity of Professional Services' delivery practice as it scales.Responsibilities:Team LeadershipManage, coach, and develop a team of Delivery Engineers and Engineer Leads delivering CCaaS implementations for North American enterprise customers.Own hiring, performance management, and career development for the team, including coaching engineers from early-career through experienced-professional levels.Set and monitor individual and team goals aligned to delivery quality, customer satisfaction, and utilization targets.Manage shift coverage and workload distribution across the team, ensuring adequate support for North American business hours.Delivery Standards & MethodologyOwn and evolve a standardized, documented delivery methodology (project plans, requirements templates, testing/sign-off processes) and drive team adherence to it.Establish and maintain repeatable delivery assets — code libraries, configuration templates, standard SOWs — to reduce delivery time and variability across engagements.Monitor delivery quality across the team's active projects; identify and resolve at-risk engagements before they escalate.Cross-Functional & Executive EngagementPartner with Sales, Customer Success, Support, and Product Management to align on customer commitments, product roadmap, and delivery capacity.Represent the delivery team's status, risks, and capacity in PMO-wide reporting for executive stakeholders.Escalation point for high-profile or at-ri...