Director, Center of Excellence

Job Description

Founded in 2004 and trusted by Fortune 500 companies, Pluralsight is the technology learning platform organizations and individuals in 150+ countries count on to innovate faster and create progress for the world.

Working at Pluralsight

At Pluralsight, we believe everyone should have the opportunity to create progress through technology. That everyone should have access to the skills of tomorrow. That technology can make the world a better place. Through the work we do everyday, we empower the people who power our world.

And we don’t let fear, egos or drama distract us from our mission. We’re adults, and we treat each other that way. We have the autonomy to do our jobs, visibility to eliminate office politics and trust each other to do the right thing. We thrive in an environment with creativity around every corner, challenges that keep us on our toes, and peers who inspire us to be the best we can be. We bring different viewpoints, backgrounds and experiences, and united by our mission, we are one.

The Opportunity

We are looking for a bold, innovative, strategic leader to join our Professional Services Center of Excellence and lead our CoE team. We are committed to providing the best possible customer experience. The Director, Center of Excellence is responsible for leading a team of self-driven individuals as they initiate and lead critical, complex projects and programs, aimed at ensuring our customers maximize the value of their Pluralsight experience.

You And Your Team Will Serve As Thought Leaders Within The Professional Services Organization And Run Programs That May Include

You will be responsible for leading a team that designs and implements value-based solutions to support our Professional Services consultants across the globe. Your work will build upon our existing portfolio and create new ways for our Professional Services team to assist customers in realizing measurable return on their investment with us.

• expanding our Professional Services toolkit
• coordinating best practice-sharing across the Professional Services population
• managing councils and partnerships with other departments
• aggregating and delivering product and services feedback
  

You will prioritize your team’s efforts, guiding them to pursue the most valuable initiatives that will drive significant improvements to customer experience and retention, fuelling our company’s growth.

You and your team will work collaboratively with stakeholders inside the ProServ organization and cross- functionally with partners in Sales, Marketing, Success, Product, Data Science and Support. Together, you will bring an innovative approach to help us improve our current operating model as we continue to expand our customer base and service offerings.

Who You Are

• You are passionate about developing people and delivering results
• You are an amazing communicator and effective influencer with organizational and strategic thinking skills. People trust and follow you
• Persistent Problem-Solver- You understand our business goals, can adapt as the business changes, and find ways to guide your team to create impactful solutions
• You have the ability to listen, think logically, strategically, and tactically to solve sophisticated problems
• You make data driven decisions and you easily pivot when priorities change
• You are an inquisitive, critical thinker who is always looking for how things can work better
• You are a natural project manager - you keep all the moving pieces organized and moving on time, and can develop these skills in your team
• You check your ego at the door, and you relish seeing other people succeed
• You are a team player eager to pitch in whenever necessary. You eagerly dive into projects and programs yourself when needed
  

What You’ll Own

• Design, launch, manage and execute large, complex programs - Manage your team and occasionally manage programs yourself to maximize the efficiency of our customer-facing employees, improve the experience of our customers and increase retention and growth of our customer base. Hold team members accountable for program success.
• Recruit, hire, coach and up-level your team - Your team’s performance is a reflection of your leadership. Acquire, retain and grow talent by identifying individual strengths and weaknesses and facilitating opportunities that will stretch your team members. Demonstrate empathy, transparency and accountability in every interaction with your team members, collectively and individually.
• Be a trusted partner - Partner effectively and cross-functionally with teams supporting Professional Services. Collaborate with partners in a team-first approach. Lead by example and persuasion. Anticipate needs before they arise and solve problems proactively.
• Communicate progress and results - Succinctly and effectively communicate program and project status, and coach your team on how to do this. Identify risks and formulate risk mitigation strategies proactively. Understand when and how to escalate items as needed. Share success broadly and take ownership for failure.
• Embrace technology tools - Stay current on technology solutions and constantly be looking for levers to increase the effectiveness of our professional services team.
• Embrace feedback - Be receptive and responsive to shifting needs in the organization. Gather input from multiple sources and maintain a customer-centric mindset. Serve as a thought-partner to your leader and to leaders throughout the organization.
  

Experience you’ll need

• Experience as a people leader and an individual contributor managing project and program teams and delivering solutions of varying size and complexity
• Demonstrable leadership abilities. Experience leading people by authority and by persuasion.
• Experience with service delivery → e.g., quantifying, measuring and demonstrating value or return on investment achieved by customers, preferably in a customer-facing or strategic role
• Strong interpersonal skills with ability to clearly explain sophisticated issues to a range of audiences
• Strong analytical skills, comfort with data analytics
• Experience leading dispersed team members
• Bachelors Degree, MBA a plus, PM certifications also a plus
• Strong operational mindset and ability to execute against specified targets
  

Ideally what you’ve done

• Prior experience in engineering, professional services, project/program management, consulting or any operational role
• Successful PMO experience in a technology environment
• Led / mentored early career professionals
• Recruited, trained, developed and retained impactful talent
• Strong operational and analytical abilities
• 8+ years managing project and program teams
• 3+ Years experience of Enterprise Level Program Management or
• 6-8 Years experience running large, cross-functional projects in a people leader role
• Exposure to multiple project management methodologies a plus
  

EOE Statement

Be Yourself. Pluralsight is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.