Senior Director, Professional Services

Location

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

Who We Are

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.

Position Snapshot

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.

Core Responsibilities

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., WellSky, KanTime, AxisCare, 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, schedulers, billers, and caregivers, delivered through live sessions, a self-paced learning platform, and in-product guidance

Develop and maintain a certification program and a help center / knowledge base that drive self-sufficiency and reduce support volume

Own internal product enablement for customer-facing teams (Sales, Customer Success, Support) so every team represents the platform accurately and consistently

Create and maintain implementation collateral, including project plans, data migration guides, configuration documentation, and go-live checklists

Product Adoption Define what healthy adoption looks like for a home care agency and instrument it: active users, core-workflow adoption (scheduling, EVV, billing), and feature depth at 30/60/90 days and beyond

Design adoption programs that move agencies from live to proficient to expanding, in partnership with Customer Success and Marketing

Establish structured feedback loops that translate implementation and adoption insights into Product roadmap priorities, with clear reporting on friction points and requested capabilities

Identify adoption risk early and intervene before it becomes retention risk

Team and Cross-Functional Leadership Recruit, develop, and lead a team of Implementation Managers, Migration Specialists, Trainers, and Enablement Specialists, with clear performance expectations, career paths, and accountability structures

Stay close to the work: lead early implementations personally, own complex escalations, and use that direct exposure to improve the playbook

Own the Sales-to-Services handoff: scope alignment, expectation setting, and implementation readiness before contract execution, in partnership with Sales and Solutions

Own the Services-to-Customer Success graduation, including health criteria and a clean transfer of context

Serve as a member of the Operations leadership team, representing the customer onboarding and adoption experience and contributing to Ops 2.0 execution across functions

How Success Is Measured Within the first year, establish baselines, targets, and reporting for the following

Time-to-value: median days from contract signature to first billed visit in Careswitch, by tier

On-time go-live: percentage of implementations that go live within the committed window

Migration quality: data migration accuracy and rework rate; percentage of migrations completed without go-live delay

Adoption: percentage of active users and adoption of core workflows (scheduling, EVV, billing) at 30/60/90 days post go-live

Enablement: training completion and certification rates; help-center self-resolution rate

Premium services delivery: on-scope, on-time delivery of premium packages; scope-creep and rework rates

Customer experience: implementation CSAT / NPS and early-life churn (first 120 days)

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