Reports To: Chief Executive Officer

Location: Dallas, TX (Onsite)

Department: Product/Technical Services/Engineering Enablement

Our Client is a rapidly growing AI-driven cloud security and business intelligence company transforming legacy surveillance and access control systems into intelligent, cloud-connected platforms. Our technology integrates real-time video analytics, facial recognition, license plate recognition, and self-learning AI to deliver actionable insights and automated decision-making. We operate with speed, urgency, and a bias toward execution. As a high-growth startup, every team member plays a direct role in shaping our product, scaling our platform, and driving measurable business outcomes.

Position Summary

We are seeking a highly driven, execution-focused Director of Product Management Technical Services to build, lead, and scale the company’s technical services product function.

This is not a maintenance role – this is a builder role.

You will be responsible for architecting and operationalizing the full lifecycle of productized technical services, including deployment, integration, onboarding, AI configuration, and post-deployment optimization. In parallel, you will be responsible for designing, building, and scaling the technical services organization, including hiring, structuring, and developing a high-performing team aligned to the company’s growth objectives.

This role sits at the intersection of Product, Engineering, QA/QC, Customer Success, and Sales, and is critical to ensure our platform is successfully delivered, adopted, and scaled across customers.

The ideal candidate understands that:

• Structure must be created, not inherited

• Problems must be identified and solved proactively

• Execution and outcomes outweigh process and theory

Startup Reality, Leadership Alignment, and Work Ethic Expectations

Building and scaling a SaaS platform that integrates AI, cloud infrastructure, and real-world hardware environments is complex and execution intensive. Our client- technical services is a core revenue enabler and product extension, not a support function.

This role requires a leader who understands that:

• Product success is defined by successful deployment and adoption, not release

• Technical services is a direct reflection of product quality and scalability

• Structure, process, and accountability must be built from the ground up

Work Ethic ExpectationsThis is not a conventional role.

It requires:

• Responsiveness outside standard business hours when needed

• Hands-on involvement in deployments, escalations, and critical issues

• Ability to operate across both strategic and tactical responsibilities simultaneously

• Willingness to step in wherever needed to ensure execution

Ownership & Accountability

• Own outcomes across deployment, onboarding, and service delivery

• Eliminate friction across Product, Engineering, and Customer teams

• Ensure customer commitments are delivered consistently and at scale

Leadership Alignment

• Operate in close alignment with the CEO and executive leadership

• Translate strategy into execution with urgency

• Commit fully once direction is established

Cross-Functional Responsibility

• Support Sales, Engineering, Customer Success, and Operations

• Act as a central driver of alignment across all technical delivery functions

Core Mission of the Role

The Director of Product – Technical Services is responsible for:

• Building and scaling the technical services product function

• Creating repeatable, scalable deployment frameworks

• Driving customer adoption and time-to-value

• Bridging product strategy with real-world implementation

• Establishing process, structure, and accountability across delivery

Key Responsibilities

1.Product Strategy & Technical Services Architecture

• Own strategy and roadmap for all technical services offerings

• Define scalable service models (deployment, onboarding, AI configuration, integration)

• Align technical services with product vision and revenue objectives

• Translate customer and business needs into structured product/service frameworks

2.Technical Execution & Delivery Leadership

• Lead execution across Engineering, QA/QC, and Technical Services

• Own product requirements across software, hardware, and system architecture

• Drive delivery of tools supporting diagnostics, monitoring, and automation

• Ensure scalable processes that support hypergrowth

• Oversee QA/QC team performance, output, and accountability

3.Customer Deployment, Onboarding & Experience

• Design and optimize onboarding workflows and SLAs

• Build repeatable implementation playbooks

• Ensure efficient and scalable deployments

• Establish strong customer feedback loops

• Reduce deployment friction and support escalations

4.Organization Buildout & Team Leadership•

Design and build the technical services organization from the ground up

• Recruit, hire, and onboard high-performing team members

• Define team structure, roles, and reporting lines

• Establish KPIs and performance expectations

• Develop a culture of ownership, accountability, and execution

5.Cross-Functional Execution & Alignment

• Partner with Sales on technical validation and deal support

• Align with Engineering on priorities and product readiness

• Support Customer Success on adoption and escalations

• Drive alignment across all teams impacting delivery

6.Operational Excellence & Scalability

• Build scalable processes for deployment and service delivery

• Optimize workflows to improve speed, quality, and efficiency

• Evaluate and implement tools that support automation and growth

• Establish governance for service delivery and integrations

7.Performance Management & Accountability

• Define KPIs across deployment, onboarding, QA/QC, and service delivery

• Establish reporting cadence and performance tracking

• Identify and address performance gaps quickly

• Drive measurable improvements in execution and customer outcomes

Specific Deliverables and Expectations

The Director of Product Management – Technical Services is expected to deliver the following outcomes:

First 30–90 Days: Assessment, Structure, and Execution

• Assess current product readiness, deployment workflows, technical services capabilities, and customer implementation processes

• Evaluate gaps across Product, Engineering, QA/QC, and Technical Services that impact delivery and customer adoption

• Review active and recent deployments to identify breakdowns in execution, integration, and customer experience

• Define initial product + technical services operating model, including ownership, workflows, and accountability

• Establish baseline deployment processes, onboarding frameworks, and implementation standards

• Implement documentation standards (PRDs, SOPs, implementation guides) across product and technical services

• Define KPIs across:

o Deployment timelines

o Onboarding success

o QA/QC output

o Issue resolution and escalation

• Establish reporting cadence and visibility into execution performance

• Identify immediate hiring needs and build initial hiring roadmap

• Begin recruiting key roles across QA/QC, Technical Services, and Product support

• Support active high-priority deployments and customer implementations directly where needed

• Deliver immediate improvements (“quick wins”) that reduce deployment friction and improve

customer experience

First 6–12 Months

• Build and scale the foundational technical services and QA/QC organization

• Establish a clearly defined organizational structure with strong ownership and accountability across teams

• Implement repeatable, scalable deployment and onboarding frameworks across all customers

• Improve time-to-deployment and time-to-value for new customers

• Reduce customer escalations and post-deployment issues through stronger QA/QC and validation processes

• Establish strong feedback loops between Product, Engineering, and Customer-facing teams

• Drive alignment between product roadmap and real-world deployment requirements

• Build and deploy internal tools, systems, and processes that support diagnostics, monitoring, and automation

• Improve consistency and quality of customer implementations across all deployments

• Establish standardized service packages and delivery models

• Ensure product readiness aligns with go-to-market strategy and sales commitments

• Support Sales and Customer Success in complex deployments, integrations, and enterprise implementations

• Deliver measurable improvements in:

o Deployment efficiency

o Customer satisfaction

o Product usability in real-world environments

12–36 Months

• Scale the technical services organization into a multi-layered, specialized function (Product,

QA/QC, Technical Services, Solutions Architecture)

• Build a fully standardized and repeatable global deployment and implementation model

• Establish a highly efficient, scalable onboarding and integration engine capable of supporting rapid growth

• Implement advanced automation, diagnostics, and AI-driven configuration tools to streamline deployments

• Drive significant reductions in deployment time, cost, and operational friction

• Build a mature QA/QC function that ensures product reliability and deployment consistency at scale

• Establish strong integration frameworks with third-party systems, OEMs, and partners

• Create a seamless bridge between product development and real-world customer environments

• Enable consistent, high-quality delivery across enterprise, government, and multi-site deployments

• Support expansion into new markets, verticals, and large-scale enterprise environments

• Position Our technical services and product delivery capabilities as a competitive differentiator in the market

• Contribute to scaling the company into a high-growth, category-leading SaaS and AI platform provider

Key Performance Indicators

Performance will be measured by, among other things:

• Deployment time (contract to go-live)

• Time-to-value (go-live to first successful use case)

• On-time deployment rate

• Deployment success rate (implementations completed without major issues)

• Customer adoption and platform utilization post-deployment

• Customer satisfaction (CSAT / onboarding and implementation experience)

• Number of post-deployment escalations and support incidents• Defect rate and issue frequency across deployments

• Pre-deployment vs post-deployment issue detection ratio

• Repeat issue occurrence and root cause resolution effectiveness

• Deployment efficiency (deployments per team member)

• Cost per deployment and operational efficiency

• Process cycle time across onboarding, configuration, and validation

• Automation and tooling effectiveness across technical services workflows

• Alignment between product capabilities and real-world deployment outcomes

• Sales-to-delivery accuracy (what is sold vs what is delivered)

• Cross-functional execution speed and issue resolution timelines

• Hiring against plan and time-to-fill critical roles

• Team productivity and performance against defined KPIs

• Reduction in deployment time and implementation friction over time

• Reduction in escalations and post-deployment issues

• Scalability of technical services operations without proportional headcount growth

Leadership Standards

The Director of Product – Technical Services is expected to:

• Lead from the front and be hands-on when necessary

• Own outcomes, not activities

• Create structure where none exists

• Operate with urgency and responsiveness

• Hold high performance standards

• Build and develop high-performing teams

• Align closely with executive leadership

• Drive cross-functional accountability

• Embrace startup reality and ambiguity

• Model LEAAP values: Loyalty, Excellence, Ambition, Accountability, Performance

Performance Expectations

Performance will be measured by:

• Deployment speed and efficiency

• Customer adoption and satisfaction

• Reduction in support escalations

• Scalability of service delivery

• Execution against roadmap

• Team performance and output quality

Success in this role will not be measured by activity, but by the ability to deliver a repeatable, scalable, and high-performing technical services function that consistently drives successful deployments and customer adoption. The Director is expected to create structure where none exists, enforce accountability across teams, and ensure strong alignment between product capabilities and real-world execution.

This role will be instrumental in establishing our client as a highly efficient, execution-driven SaaS and AI platform company, capable of delivering consistent outcomes at scale.