Director, Services chez Syndigo

**This position is open to candidates in the Chicagoland area**

The Director of Syndication Services is a strategic leader responsible for shaping, scaling, and evolving Syndigo’s global managed services portfolio, including Syndication as a Service™ (SYaaS), Enhanced Content Services, and Digital Shelf Analytics Services. This role oversees delivery excellence across both recipient and brand clients while modeling, piloting, and launching new service offerings that strengthen customer retention and drive growth.

The Director leads a global team focused on operational execution, innovation, and proven client satisfaction by mitigating churn and driving growth. This individual partners cross-functionally with Product, Customer Success, Commercial, and Retail teams to ensure Syndication Services continue to meet evolving market needs while improving efficiency, quality, and business impact.

HOW WE’LL BE WINNING TOGETHER DAY TO DAY

Program Strategy & Growth

• Define and execute the strategic vision for Syndication Services across both brand and recipient clients, ensuring alignment with Syndigo’s broader business objectives.
• Model, pilot, and launch new managed service offerings that address evolving client needs and drive customer retention and revenue growth.
• Continuously evaluate market trends and client feedback to inform future service design, expansion, and competitive differentiation.

Operational Excellence & Delivery

• Act as a trusted advisor to the VP of Global Services & Training and senior leaders across Product, Engineering, Operations, and Commercial. Influence strategic priorities and customer engagement approaches through data-backed insights. 
• Establish and maintain operational KPIs for quality, timeliness, scalability, and customer satisfaction.
• Lead initiatives to streamline processes, improve efficiency, and ensure consistent service standards across global teams.
• Drive vendor accountability and assess technologies to enhance and scale services offerings. Seek opportunities to reduce costs through creative yet strategic talent locales.

Client Success & Retention

• Act as an executive escalation point for key accounts, ensuring proactive communication, issue resolution, and long-term partnership success.
• Partner with Customer Success and Commercial teams to identify retention and expansion opportunities through service innovation and enhanced delivery.
• Use performance data, analytics, and customer insights to guide continuous improvement and reduce client churn.

Cross-Functional Collaboration

• Partner with Product, Engineering, and Retail teams to align service capabilities with product functionality and gaps.
• Collaborate with Commercial leadership to position Services as a differentiator in the sales and renewal process.
• Support enablement and training initiatives to ensure internal and external teams are equipped with the knowledge to represent and deliver services effectively.

Data & Reporting Leadership

• Own the creation and interpretation of dashboards that measure delivery performance, capacity, and customer impact.
• Leverage data to identify trends, improve forecasting accuracy, and drive operational and financial decisions.
• Report key outcomes and opportunities to executive leadership.

WE SHOULD TALK IF THIS SOUNDS LIKE YOU 

• Bachelor’s degree or 3+ years of progressive experience in professional services, client operations, or digital content management within a SaaS or technology organization
• 2+ years of people leadership experience
• Experience launching and scaling new service models or managed service offerings in a dynamic, high-growth environment
• Preferred, not required: Familiarity with Salesforce and Project Management platforms (e.g., Asana, Smartsheet)
• Preferred, not required: Background in digital content syndication, eCommerce, or product information management (PIM/MDM) systems
• Expertise in designing scalable professional services offerings that result in customer retention and growth
• Strong understanding of Professional Services terms and processes
• Data-driven mindset with experience using engagement analytics to reduce churn and improve customer lifetime value
• Excellent verbal, written, and interpersonal communication skills, with a customer-first approach
• Exceptional time management skills with a proven ability to prioritize, delegate, and adapt effectively under pressure while maintaining focus on quality and outcomes
• Proficient in Microsoft Office Suite