Director, Professional Services

Location requirements: Remote based role. Open to candidates in the United States About the Role: BigPanda is hiring a Director of Professional Services to lead the team that delivers world-class onboarding and continuous platform services for our largest enterprise customers. You will own the people, the playbooks, and the outcomes for a portfolio of strategic accounts. You'll do it during the most consequential transition in our company's history. BigPanda is shifting from a deterministic event-correlation pipeline to an agentic operations platform — AI systems that detect, investigate, and resolve incidents on top of that pipeline. Every downstream AI feature is only as good as what Professional Services puts in front of it. Your team is the bridge. What you will do: Own delivery outcomes across a portfolio of strategic enterprise accounts — onboarding, managed services, and AI product adoption Personally engage on the most critical accounts, running executive business reviews and framing technical progress as business outcomes Lead, develop, and level a team of Solutions Architects, Forward Deployed Engineers, and Value Delivery Managers Run a structured leveling framework with clear promotion gates — know where every person is, where they're headed, and what's blocking them Partner with Sales and Customer Success on scoping, pre-sales, and services revenue forecasting Codify delivery practices into scalable playbooks, templates, and partner-runnable scope Own knowledge engineering for AI features — content curation, CMDB topology, risk tuning, and output quality Be the loudest, best-evidenced internal voice on what customers need next What skills and experience you’ll bring to BigPanda: 5+ years leading a professional services team in enterprise SaaS; 8+ years total in PS, implementation, or consulting Track record recruiting, developing, leveling, and exiting people with clarity and care Strong operational skills — services revenue forecasting, capacity planning, and process improvement at scale Comfortable presenting to C-level stakeholders in complex enterprise environments Experience with enterprise IT, AIOps, observability, ITSM, or incident management platforms Clear point of view on what AI-native software requires from a services team — knowledge curation, data quality, and probabilistic vs deterministic operating models About Us: BigPanda is a fast-growing, values-driven, global company that enables Tech Ops teams to keep the digital economy running. BigPanda’s AI-driven IT operations (aka AIOps) platform transforms IT data into insight and action. By eliminating IT noise, automating incident management, and keeping our customers’ digital services up and running around the clock, we become a mission-critical part of our customers’ IT operations. With BigPanda, some of the world’s largest enterprises including Hulu, Cisco, United, and many others are able to reduce costs and increase efficiencies, accelerate business velocity, and deliver extraordinary customer experiences. BigPanda is backed by top-tier investors including Sequoia, Mayfield, Battery, Insight Partners, Advent International, and Greenfield Partners. We have an awesome team of motivated, knowledgeable, fun-loving, and friendly Pandas. We provide comprehensive health coverage, parental leave, competitive cash and equity compensation, and a supportive, collaborative, and innovative environment to empower you to do the best work of your career. Our Benefits: Competitive equity Remote-first environment Unlimited PTO Twelve (12) paid holidays throughout the year Comprehensive health benefits #PandaParent support. Financial assistance for fertility, adoption, and surrogacy expenses, plus up to eighteen (18) weeks of fully paid leave for birthing parents and up to twelve (12) weeks for non-birthing parents. Financial planning services Employee learning & development budget Values-based recognition (quarterly and annually) Social community & ERG programs Dog friendly office Lunches provided in office Flexible work environment along with a work-from-home stipend to support remote work arrangements Values-based culture Please note that visa sponsorship is not available for this position. Market competitive salary with an anticipated base compensation range of $187,000 - $220,000. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location BigPanda offers a generous total rewards package that includes base pay, bonus, equity, and a world-class benefits program. We run two (2) compensation review cycles per year to ensure that managers can recognize employees without much lag between achievement and reward. All of this builds toward the best compensation we can give to anyone: the ability to develop your skills each and every day. BigPanda has a significant focus on career development that is at the core of our employee experience. BigPanda is proud to be an Equal Employment Opportunity workplace employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Note: BigPanda is an E-Verify Employer If you need assistance or an accommodation due to a disability, you may contact us at [email protected].