Director of Embedded Services

Director of Embedded Services Location: Hybrid/Remote, with approximately 15–25% travel for customer engagement, team support, and operational reviews Compensation: $85,000–$100,000 Imagine working in a place where your manager truly believes in your personal and professional development. It’s not imaginary. It’s imageOne. It’s for real. We have an award-winning company culture like none you’ve ever experienced. We offer fantastic opportunities for professional development, financial stability, and personal fulfillment. We invest in your success. Each year you will complete a Vision and Goals Worksheet outlining your personal, professional and health goals. Our Leadership Team is required and excited to help you reach your ambitions. We strive for life balance, not work-life balance. We genuinely want you to be happy. We love to surprise you. Every single one of our team members gets a “We Care Friday” – an unexpected phone call on Thursday to tell you, “Don’t come in tomorrow. We’ve got you covered!” No secrets here! We practice open book management, so you will always understand our financials. You’ll learn how to read an income statement and balance sheet like a pro and you’ll be financially rewarded through our profit bonus program. We hire awesome people who strive to deliver extraordinary service. We’re looking for an experienced Director of Embedded Services to join our growing team. We’d love to talk to you. Who We Are imageOne provides Managed Print Services and Document Lifecycle Solutions to companies throughout the United States, helping them decrease and control costs, improve productivity, and simplify their printing and document workflow environments. Every day we bring energy, passion, and an unending drive to deliver an extraordinary customer experience. What Will Your Responsibilities Be? Serve as the primary relationship leader with key customer decision-makers and account support contacts. Act as the primary escalation point for customer concerns, service dissatisfaction, and operational issues. Conduct regular customer business reviews (monthly or quarterly) in collaboration with the sales team. Develop and implement customized embedded service support solutions based on client needs. Create and maintain dashboards to track service-level agreements (SLA) and key performance indicators (KPI). Support customer initiatives by operationalizing processes and policies that drive service success. Provide strategic guidance and initiatives to improve customer environments and service delivery. Lead, manage, and develop embedded services team members including service leads and technicians. Conduct regular 1:1 meetings, quarterly check-ins, and annual performance reviews with direct reports. Model imageOne’s core values and ensure team members demonstrate both imageOne and customer values. Ensure team members have the tools, training, and support needed to succeed in their roles. Oversee daily communication between imageOne teams and customer stakeholders. Hold team members accountable for performance, training completion, and adherence to company standards. Manage PTO requests, travel coordination, and expense approvals for team members. Partner with the VP of Services to oversee hiring, onboarding, and development of new technicians. Define scope of work across service roles and ensure alignment with customer expectations. Manage and delegate customer-related projects across the embedded services team. Maintain strong vendor relationships and coordinate closely with OEM partners to support customer environments and service delivery. Manage vendor performance and collaborate with OEM partners to ensure service quality, equipment lifecycle management, and operational alignment. Maintain regular on-site presence with both team members and customers on established annual, quarterly, and monthly cadences. Travel as needed to support customer relationships, team engagement, and operational success across embedded service locations. Participate in company, departmental, and leadership meetings as required. Collaborate cross-functionally with internal departments to ensure successful service delivery. Support special projects and organizational initiatives when requested. Promote continuous improvement using Lean, GGoB, and EOS practices. Maintain availability to support team members and customers outside normal business hours when necessary. What Do You Need to Have? Strong leadership and servant leadership mindset with experience managing technical or service teams. Excellent communication, relationship management, and customer-facing skills. Strong leadership presence with a high level of responsiveness and availability to both team members and customers. Strong business acumen and ability to balance operational performance with customer satisfaction. Ability to analyze data, performance metrics, and service trends to drive improvements. High level of accountability and ability to manage SLA and KPI commitments. Strong organizational skills with the ability to manage multiple priorities and projects. Ability to identify workflow inefficiencies and implement process improvements. Collaborative mindset with experience working cross-functionally across departments. Strong follow-through, accountability, and execution in leadership responsibilities. Understanding of managed services, embedded services, or technical service environments preferred. Perks of This Position Amazing workplace culture Medical, Prescription Drug, Dental and Vision Benefits Health Savings Account benefits Flexible Spending Account benefits Company paid Life Insurance Matching 401K savings instrument Paid Time Off Program Additional Days Off – Community Service Day, Your Birthday and We Care Friday (one surprise Friday off)