Job Title: Director of Water Utility Services
Location: Remote
Reports to: Vice President, Service Operations
Department: Revenue

Overview:

We are seeking a results-driven Director of Water Utility Services to lead program management across all customer-facing service engagements involving third-party subcontractors. As a key member of the Revenue organization, this role will oversee the full lifecycle of partner-involved service delivery—ensuring excellence in execution, effective communication with internal and external stakeholders, and rigorous tracking and reporting of project outcomes.

The ideal candidate brings deep experience in service operations and delivery in water quality, utility management, or tech-enabled field services, particularly in small-to-midsize water systems. This role will play a central part in designing and refining a scalable, repeatable delivery model that can be replicated across service categories as the organization matures.

Key Responsibilities:

Partner Service Delivery Management

• Serve as program manager across all active customer-facing service projects involving subcontracted delivery partners.
• Ensure partner adherence to scope, schedule, and quality standards.
• Collaborate with internal teams to scope and launch partner-involved projects that align with client needs and company standards.

Project Management & Execution

• Manage a dynamic portfolio of delivery projects, balancing high volumes with depth of oversight.
• Track and report project status, risks, and issues to internal and external stakeholders.
• Identify and implement improvements in project workflows to enhance delivery speed, consistency, and customer satisfaction.
  
  

Stakeholder Communication & Collaboration

• Earn the trust and advocacy of every customer contact through clear subject matter expertise, thorough communication and reliable follow-through.
• Serve as the primary point of contact between internal teams (Sales, Account Management, Product, Customer Success) and third-party delivery partners during service execution.
• Perform clear and consistent communication protocols and reporting mechanisms to ensure transparency and alignment.
  
  

Delivery Model Development

• Contribute to the development of a scalable partner delivery model, including onboarding, quality control, performance monitoring, and knowledge transfer frameworks.
• Contribute to service design efforts to establish repeatable, high-quality offerings that can be delivered consistently across partners.
  
  

Qualifications:

• 7+ years of experience in project or program management within professional services, field services, or partner delivery environments.
• Strong familiarity with water quality management, water utility operations, and/or tech-enabled services in small-to-midsize water utility system contexts.
• Proven track record of managing customer-facing engagements.
• Exceptional organizational skills; able to discern priorities, record relevant information with sufficient detail, and maintain a bias for standardization.
• Exceptional communication skills; able to read the needs of each stakeholder, build rapport quickly, and establish shared goals for movement as a team.
• Experience using project management and CRM/PSA tools (e.g., Hubspot, Monday, etc).
  
  

Preferred:

• Prior experience working in or with public utilities, municipal water systems, or field-based technical services organizations.
• Demonstrated success designing or scaling a partner-based service delivery model.
• PMP, Agile, or other project management certification is a plus.