Hybrid Director of Managed Services bei OPEXUS + Casepoint

The Director of Managed Services develops and delivers customer engagements that improve business outcomes for agencies and drives expansion for OPEXUS + Casepoint through tailored programs, high-caliber teams and replicable frameworks. Responsible for collaborating on go-to-market positioning and pricing, managing dedicated delivery talent, owning a P&L and reporting project-level and portfolio performance, this leader is highly energized and motivated to expand both operations and offerings. With a multi-million-dollar reoccurring services portfolio, the Managed Services organization produces offerings that serve as entry points for new business, as well as pull-through product and service expansion in existing accounts across all markets, Federal, Canada and State, Local & Education.  

Reporting to the Chief Customer Officer, the Director of Managed Services is highly collaborative among peer leadership, colleagues, partners, and customers to achieve financial and customer-satisfaction targets.  

Roles & Responsibilities:  

• Manage the customer lifecycle and relationship through direct engagement, retention and renewal processes, customer sentiment measurement 
• Own business-unit growth by identifying expansion opportunities in collaboration with customer and Sales team stakeholders  
• Cultivate & manage a high-caliber delivery team, including hiring and talent management, quality oversight, skills matrixing and training & development 
• Provide reporting and analysis that supports the business objectives of the Managed Services organization in alignment with corporate priorities  
• Identify talent, develop team members through performance feedback, manage to data-driven outcomes, and professional growth expectations  
• Build out new practice areas and offerings with end-to-end framework of go-to-market, delivery and performance measurement 
• Serve as subject matter expert on Managed Services operations in Sales process, internal and external event participation and partner engagements  
• Drive a culture of continuous improvement where lessons learned are shared and refinements are applied to future operations  
• Collaborate with internal teams and external stakeholders, such as partners, vendors 
• Live core vibes and foster an inclusive culture by promoting diversity of thought internally and externally, while modeling smart and healthy leadership practices 
• Mentor new and junior employees to cultivate employee experience and growth opportunities   

Required Skills and Experience: 

• 4-year degree or 7+ years of progressive Professional Services/Managed Services experience and 3-5 years of direct people management experience  
• Deep understanding of SaaS technology practices with a track record of building a successful, profitable Professional Services/Managed Services program in a SaaS organization 
• Gov-tech, Legal-tech SaaS experience strongly preferred  
• Private Equity experience strongly preferred   
• Proven leadership skills within a team and cross-functionally, demonstrated ability to drive unified company culture and enforce policies & practices   
• Demonstrated ability to deliver exceptional customer experiences especially through challenging or complex situations   
• Proficiency with Salesforce CRM, Pendo experience strongly preferred  
• Experience using industry-standard and company-specific metrics to promote accountability and transparency  
• Demonstrated ability to produce story-forward presentations for external and internal sessions 
• Ability to develop, maintain, and strengthen relationships with internal and stakeholders  
• Can plan strategic initiatives and execute tactics while meeting set timelines 

About OPEXUS + Casepoint 

OPEXUS, a leader in government process management software, and Casepoint, a top provider of data discovery technology for litigation, investigations, and compliance, merged in January 2025, with a majority investment from Thoma Bravo. The merger combines OPEXUS' expertise in government process management and Casepoint's advanced data discovery technology to create a scalable platform that meets growing demands for efficient, secure data management in the public and regulated sectors. This collaboration enhances workflows for government and enterprise clients, focusing on data discovery, litigation, and compliance. 

The Washington Post, which named OPEXUS + Casepoint as the best place to work, solidifies the company's commitment to fostering a supportive, innovative, and inclusive work environment. Our dedicated team has created a culture grounded by our shared values that encourage everyone to speak up, join in, and celebrate together. From our hybrid work schedules to our prime downtown D.C. location, working at OPEXUS + Casepoint offers the best of all worlds.  

OPEXUS + Casepoint is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability. 
   
  #OPEX