Vice President, Professional Services & Delivery
Listed on 2026-07-02
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Management
Operations Manager, Program / Project Manager, General Management
Vice President, Professional Services & Delivery
About Appriss Retail
Appriss Retail is the total retail loss solution for omnichannel, unifying high‑quality data across stores, online, and customer service to reduce returns, cut shrink, and manage incidents. Our products—
Engage to reduce returns,
Secure to cut shrink, and Incident to centralize visibility—help retailers move from reactive loss control to strategic profit protection. Together, they empower organizations to make better operations decisions, strengthen accountability, and put hundreds of millions back to the bottom line. Covering 40% of all U.S. transactions and active in 45 countries
, Appriss Retail is trusted by 60+ of the top 100 U.S. retailers to deliver lasting performance improvement. Learn more at
Overview
We are looking for an experienced VP of Professional Services & Delivery to lead and grow our global delivery organization. This is a senior leadership role at the intersection of customer outcomes, operational excellence, and financial performance — and a meaningful opportunity to shape how a high‑growth SaaS company delivers value to some of the world’s most complex retail organizations.
As VP of Professional Services & Delivery, you will have full accountability for the profitability and execution of all one‑time services work: SOWs, implementations, and project‑based engagements across our global retail client base. Reporting directly to the Chief Customer Officer, you will lead an organization of 45+, including the Dir of Project Management and Dir of Delivery, each with a team of professionals and contractors.
The delivery work we do is strategic and high‑stakes. Our customers are sophisticated retail organizations with multiple banners, regional teams, and complex product configurations. Delivery excellence in this environment requires not only operational rigor but strong client relationships, clear communication, and the ability to help teams articulate the real impact of the work being done.
- P&L accountability for all professional services revenue and cost — SOWs, implementations, time‑and‑materials, and fixed‑fee engagements.
- Profitability improvement: build pricing calculators, standard resource models, and engagement cost frameworks.
- Financial review gates: implement and enforce go/no‑go processes before accepting engagements, with visibility into projected vs. actual margin.
- Delivery methodology: standardize how work is scoped, staffed, executed, and closed across the entire PS organization.
- Outsourcing strategy: evaluate, redesign, and manage contractor and outsourcing relationships as part of an updated cost and capacity model.
- Go‑live performance: drive measurable improvements in time‑to‑value for clients; accelerate revenue recognition.
- Client satisfaction: own delivery‑stage customer experience — ensuring clients feel the value of our work at every milestone and that delivery outcomes translate directly to strong retention and expansion outcomes.
- Internal communication: equip delivery teams to clearly and consistently articulate project progress, impact, and value — to customers, to internal stakeholders, and to leadership.
- Team leadership: develop two senior leaders and their organizations; build a high‑accountability, results‑oriented delivery culture.
- Cross‑functional partnership: work closely with the Revenue organization on deal pricing and SOW review; align with Customer Success and Finance on delivery handoffs and revenue reporting.
- Executive reporting: own PS KPIs and present progress regularly to the CCO and leadership team.
Required Qualifications
Knowledge, Skills, & Abilities
- 10+ years in professional services or delivery leadership roles in B2B SaaS companies.
- A track record of meaningful PS margin improvement — you’ve owned the P&L and moved it.
- Experience managing large, distributed delivery teams (30+ people) including outsourced and contractor resources.
- Strong financial acumen: pricing models, resource utilization, margin analysis, and project cost tracking.
- Experience delivering for enterprise accounts at scale — complex, multi‑stakeholder implementations for large organizations.
- A track record of…
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