Services Operations Director in Boston, Massachusetts at NWN

Services Operations Director

US-MA-Boston

Job ID: 2026-7356
Type: Regular Full-Time
# of Openings: 1
Category: OPERATIONS
Remote - United States

Responsibilities

The Services Operations Director is responsible for the end-to-end operational build-out, process design, and ongoing management of NWN's Professional Services and Managed Services businesses. This role owns the systems, data, processes, and operational infrastructure that enable the CS organization to deliver consistently and scale efficiently. The Director partners closely with PMO, Engineering, Finance, and Sales to design and implement the operational foundation — building what doesn't exist, fixing what doesn't work, and ensuring that every part of the services business operates from a common, reliable infrastructure.

• Own the end-to-end operational infrastructure for PS and MS — from opportunity handoff through delivery, billing, and revenue recognition — ensuring every stage of the services lifecycle is supported by defined processes, clean data, and reliable systems.
• Design, build, and implement operational processes that do not yet exist and remediate those that are broken — establishing a scalable, repeatable operating model for both project-based and recurring services.
• Own data integrity across all services systems (NetSuite, Salesforce, ServiceNow) — investigating root-cause data quality issues, driving resolution, and ensuring leadership can trust the data they act on.
• Govern and maintain SOW templates, services pricing standards, and rate cards — ensuring consistency across all PS and MS engagements and enabling PMO to execute against a common framework.
• Build and own the KPI framework for PS and MS — defining metrics, data sources, calculation logic, and reporting cadence for utilization, margin, backlog, MRR waterfall, renewals, and retention.
• Manage subcontractor onboarding and contract maintenance — ensuring vendor setup, compliance documentation, and contract terms are current and operationally managed (Engineering retains skills selection).
• Own operational reporting and billing trigger processes — ensuring SOW milestones, delivery completions, and MS true-ups translate accurately and promptly into invoicing.
• Assess and improve the services systems stack — identifying integration gaps, automation opportunities, and tooling limitations that affect operational efficiency or reporting quality.
• Develop dashboards and reporting frameworks that give services leadership a credible, consistent view of business performance — transitioning completed models and reports to operational owners once validated.
• Document all processes, data definitions, business rules, and model logic to ensure work is sustainable and transferable — not dependent on institutional knowledge held by one person.
• Drive cross-functional alignment across PMO, Engineering, Finance, and Sales to implement process improvements and resolve systemic gaps that span organizational boundaries.

Qualifications

• Bachelor's degree in Business Administration, Finance, Accounting, Operations Management, Information Systems, Data Analytics, or a related field.
• Minimum of 10 years of progressive experience in business operations, business process improvement, analytics, financial modeling, services operations, or related functions.
• Minimum of 5 years in a leadership, program management, or senior individual contributor role driving enterprise-wide process and reporting initiatives
• Advanced knowledge of Professional Services and Managed Services business operations, including project-based and recurring revenue models.
• Strong understanding of business process mapping, workflow design, process documentation, and continuous improvement methodologies.
• Deep knowledge of enterprise business systems such as NetSuite, Salesforce, ServiceNow, and associated system integrations.
• Expertise in financial analysis, business analytics, KPI development, and recurring revenue reporting methodologies including MRR, NRR, churn, and revenue waterfall analysis.
• Thorough understanding of data governance, data quality management, reporting best practices, and business intelligence concepts
• Professional certifications in business process improvement, project management, analytics, or business intelligence (e.g., Lean Six Sigma, PMP, CBIP, Tableau, Power BI) are a plus.

Work Locations:

• Remote: Job duties are performed from the employee’s home home or another approved remote location. Remote employees are expected to maintain productivity, communication, and availability during agreed-upon working hours, in alignment with company policies.

All offers of employment at NWN are contingent upon the successful completion of a comprehensive background check. This process ensures a safe and secure work environment for all employees.

NWN is an Equal Opportunity Employer: NWN provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any other status or condition protected by local, state or federal law.

Equal Opportunity Employer, including disability/protected veterans