Head of Professional Services

Location: Seattle, WA (Onsite)
Department: Customer Operations / Professional Services
Reports to: President

Role Summary

DispatchTrack is seeking a highly capable and hands-on Head of Professional Services to lead our implementation and onboarding practice. This individual will oversee a growing team of Professional Services Consultants and play a critical role in ensuring our customers achieve success as they go live with our platform.

This is a high-impact, player-coach role requiring a unique blend of technical expertise, project management acumen, leadership experience, revenue focus, and customer-centric thinking. The Head of Professional Services will serve as a key cross-functional partner to Sales, Product, Engineering, and Customer Success.

Responsibilities

Customer Onboarding & Implementation

• Lead kickoff, planning, and execution of new customer go-lives.
• Translate operational workflows and customer goals into implementation strategies.
• Configure DispatchTrack’s platform for customer-specific needs.
• Create and manage detailed project plans, timelines, and communication cadences.
• Ensure timely, high-quality go-lives and successful transitions to Customer Success.

Solution Architecture & Technical Leadership

• Serve as the technical lead for onboarding engagements, including solution design and integration planning.
• Understand and document data workflows, custom logic, and configuration requirements.
• Collaborate with engineering and product teams on custom requests and feasibility.
• Troubleshoot technical and configuration issues during implementation.

Customer Training & Enablement

• Deliver hands-on training to dispatchers, operators, drivers, and admins.
• Develop tailored onboarding documentation and enablement materials.
• Act as the go-to escalation contact for configuration or setup issues during go-live.

Revenue & Strategic Growth

• Own implementation scoping and contribute to services pricing models.
• Identify and implement new revenue-generating services offerings.
• Work closely with Sales and Finance to align on value-based pricing strategies.
• Track and report on services revenue contribution and margin.

Team Leadership & Development

• Lead and mentor a team of Professional Services Consultants.
• Allocate project assignments, manage workload, and ensure team accountability.
• Establish and evolve scalable onboarding processes, best practices, and playbooks.
• Foster a culture of excellence, learning, and customer obsession within the team.

Cross-Functional Collaboration

• Partner with Sales Engineering and Account Executives on pre-sales handoff.
• Ensure alignment and seamless customer transition to the Customer Success team.
• Provide ongoing product feedback and insights to Product and Engineering.
• Collaborate on partner enablement, event planning, and customer engagement strategies.

Qualifications

• 10+ years of experience in Professional Services, Implementation, or Solution Engineering roles in SaaS or logistics software.
• Proven track record leading customer onboarding or enterprise implementations.
• 5+ years of people management experience with a strong mentorship mindset.
• Strong understanding of logistics or transportation operations (e.g., route optimization, dispatch, delivery execution).
• Technical aptitude: comfortable with APIs, integrations, data mapping, and troubleshooting.
• Exceptional project management and communication skills.
• Strong team player with a bias toward action and accountability.
• Bachelor's degree in Computer Science, Information Systems, or related field.

Why Join DispatchTrack?

This is a rare opportunity to help scale a core function within a profitable, fast-growing, and mission-driven logistics technology company. As the Head of Professional Services, you’ll directly influence the customer journey, implementation excellence, services revenue growth, and long-term product adoption for some of the most recognizable brands in the world.

Note: This is an in-office role based in Seattle, WA. We are building something special and are looking for teammates who thrive in a high-energy, collaborative environment.

To Apply: Submit your resume and a brief note on why you’re the right fit for DispatchTrack’s growing GTM team.