Senior Director, Professional Services

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Paradigm Full-Time North Miami, FL, US

Location

Miami, FL (On-site preferred; hybrid eligible within the tri-county area)

At Paradigm, we're revolutionizing home care through innovative technology. As the fastest-growing tech company in this sector, we empower home care agencies with cutting-edge solutions in billing automation, growth education, authorization management, and beyond. We believe that by streamlining agency operations with third-party payers like the Department of Veterans Affairs and Medicaid, we ultimately enhance the quality of care for seniors, veterans, and underserved communities.

We foster a dynamic and collaborative work environment where new ideas are welcome, and creativity thrives. Joining our team means becoming part of a supportive community that values continuous learning and excellence. We're on a mission to revolutionize home care and are looking for passionate individuals to help us make a lasting, positive impact.

The Senior Director, Professional Services leads the function responsible for how customers realize value from Careswitch, Paradigm's home care Agency Management System (AMS). This leader owns delivery across the full post-sale arc: implementation, data migration and technical services, training and enablement, and ongoing product adoption. The role is a key part of Paradigm's operating model, which establishes Professional Services as a distinct, scalable function that turns signed contracts into live, productive, and expanding agencies.

The Senior Director shapes the strategy for the Professional Services team in partnership with the Senior Vice President, Operations.

The Senior Director inherits an early-stage Careswitch implementation practice and is expected to define the methodology, tooling, team structure, and delivery standards. The leader is hands-on in early implementations and complex escalations while building the team and systems to step back over time, and partners closely with Sales, Customer Success, Support, Product, and Engineering. This position reports to the Senior Vice President, Operations.

• Professional Services Strategy
  • Shape the Professional Services strategy and operating model, in partnership with the Senior Vice President, Operations: how the function is organized, staffed, tooled, and measured
  • Define the services catalog: what is delivered in the included onboarding tier, what is offered as premium services, and how delivery paths map to agency size, complexity, and legacy system
  • Recommend how premium services are packaged and positioned, working with Sales, Product, and Operations leadership; own how each package is scoped and delivered once defined
  • Establish delivery governance, including scoping standards, statements of work, change control, and quality assurance
  • Set the annual priorities and roadmap for the function and report progress against them to Operations leadership
• Careswitch Implementation
  • Own the end-to-end implementation experience for new Careswitch agencies, from contract execution through go-live and graduation to Customer Success
  • Build and codify a repeatable implementation methodology with tiered delivery paths (self-service, guided, white-glove), project templates, configuration standards, and go-live readiness criteria
  • Drive time-to-value down through automation, in-product onboarding, and standardized playbooks, while protecting quality and agency-specific configuration needs (EVV, payers, authorizations, state program rules)
  • Serve as executive sponsor and escalation point for complex, strategic, or at-risk implementations
• Data Migration and Technical Services
  • Lead the data migration practice for agencies moving to Careswitch from legacy AMS platforms (e.g., Well Sky, Kan Time, Axis Care, and others), including extraction, mapping, transformation, validation, and cutover
  • Define migration standards, data-quality gates, and reconciliation procedures so that clients, caregivers, schedules, authorizations, and billing history arrive complete and accurate
  • Oversee technical configuration services such as payer and clearinghouse setup, EVV aggregator connectivity, and integrations with adjacent systems
• Training and Enablement
  • Build the customer education function: role-based training curricula for agency owners,…