Director of Business Excellence

Job Summary

Connecting strategy to execution, the full-time salaried Director of Business Excellence will serve as a subject matter expert for Pega Platform and Customer Service, guiding early adopter engagements and developing delivery best practices remotely.

Key responsibilities

• Define and standardize implementation best practices and repeatable solutions for Pega Platform and Customer Service
• Translate field learnings into prescriptive guidance and delivery patterns, partnering with internal teams to drive strategic content
• Manage early adopter and partner Lighthouse Lab engagements, ensuring successful delivery and adoption of Pega solutions

Required qualifications

• 10+ years in software implementation, sales/solution consulting, or product management in workflow automation or customer service solutions
• Experience in guiding client-facing teams on solution positioning and delivery best practices
• Familiarity with modern AI technologies and their applications in workflow automation and customer service
• Strong writing and communication skills, with a record of delivering guidance and technical content
• Proven track record of crafting compelling client-centered value stories and insights from past experiences