Professional Services Strategy & Optimization Lead

Help transform how customer value is delivered at scale.

Professional Services plays a critical role in helping customers successfully adopt solutions, achieve outcomes faster, and realize long-term value. As a Professional Services Strategy & Optimization Lead, you'll use data, operational insights, and emerging technologies to improve how implementations are planned, delivered, and scaled across the organization.

In this role, you'll partner across Professional Services, Product, Data Services, Operations, and Technology teams to analyze implementation trends, develop scalable delivery methodologies, build data-driven insights, and create repeatable frameworks that improve efficiency, consistency, and customer outcomes. You'll play a key role in shaping the future of service delivery through operational excellence, analytics, AI-enabled innovation, and scalable implementation strategies.

What You'll Do

• Analyze customer, utilization, billing, project performance, configuration, and implementation data to identify trends, patterns, and opportunities for improvement.
• Develop customer segmentation models, implementation archetypes, and delivery taxonomies to improve implementation predictability and scalability.
• Evaluate drivers of implementation effort, complexity, duration, and outcomes to improve planning accuracy and delivery performance.
• Design and maintain reporting models, dashboards, and operational analytics that support Professional Services decision-making.
• Translate operational and delivery insights into recommendations that improve implementation efficiency, consistency, and scalability.
• Design standardized and preconfigured implementation approaches for customer segments with common requirements.
• Develop reusable implementation templates, playbooks, workflows, and delivery assets that reduce variation and streamline execution.
• Establish data normalization strategies and governance frameworks that improve reporting accuracy and cross-functional alignment.
• Partner with Product, Operations, Technology, and Data teams to improve data quality, integration strategies, and reporting capabilities.
• Leverage historical implementation data and operational insights to improve future implementation planning and delivery models.
• Apply statistical analysis and segmentation techniques to identify opportunities for operational improvement and customer success.
• Lead the identification, evaluation, and adoption of AI-enabled delivery capabilities, automation solutions, and scalable implementation methodologies that enhance efficiency, consistency, and customer outcomes.
• Evaluate emerging technologies, intelligent workflows, and automation opportunities that support Professional Services transformation.
• Define success metrics and measure the impact of strategic initiatives on cycle time, implementation effort, utilization, customer experience, predictability, and time-to-value.
• Communicate recommendations, insights, and measurable business impact to leaders and stakeholders across the organization.

What You Bring

• Experience in Professional Services, Service Delivery, Technical Services, Solution Architecture, Operations, Analytics, or a related function within a SaaS environment.
• Strong understanding of SaaS implementation lifecycles, including onboarding, configuration, integrations, data migration, implementation planning, and customer adoption.
• Advanced SQL skills and experience working with complex operational, customer, implementation, or delivery datasets.
• Experience designing and maintaining data models, reporting structures, and data warehouse solutions.
• Experience using Power BI or a comparable business intelligence platform to develop dashboards and operational reporting.
• Strong understanding of ETL processes, data integration concepts, and data pipeline architecture.
• Experience developing data normalization frameworks, taxonomies, and scalable data structures.
• Experience performing statistical analysis, customer segmentation, pattern identification, and operational performance analysis.
• Knowledge of API architecture and integration fundamentals.
• Experience designing scalable implementation methodologies, delivery frameworks, playbooks, or reusable service assets.
• Strong analytical and problem-solving skills with the ability to translate complex information into actionable business recommendations.
• Ability to influence stakeholders and drive operational improvements across cross-functional teams.
• Strong communication and presentation skills with the ability to engage technical and non-technical audiences.
• Demonstrated ability to balance strategic thinking with practical execution in a fast-paced environment.

Nice to have

• Python for advanced analytics, automation, or workflow optimization.
• Experience with AI/ML modeling and machine learning concepts.
• Experience building solutions within Microsoft Copilot Studio.
• Experience with recommendation engines, predictive analytics, or intelligent automation solutions.
• Knowledge of Master Data Management (MDM) principles and governance practices.
• Experience using process mining tools to identify and prioritize optimization opportunities.

What Sets You Apart

• Strategic Thinker: Connect customer needs, delivery processes, technology capabilities, and business objectives to identify opportunities that create measurable impact.
• Data-Driven: Leverage analytics, patterns, and insights to guide decisions and prioritize improvements.
• Continuous Improver: Challenge inefficiencies and pursue scalable solutions that improve outcomes for customers and teams.
• Collaborative Partner: Build trusted relationships across functions to align priorities and drive meaningful change.
• Change Champion: Influence adoption of new technologies, methodologies, and ways of working that improve consistency and effectiveness.
• Innovative Mindset: Explore AI, automation, and emerging technologies to solve complex operational challenges.

Why Join Resmed

At Resmed, we're driven by the mission to help people breathe better and live healthier, higher-quality lives. This role offers a unique opportunity to influence how Professional Services delivers value by combining operational excellence, analytics, and AI-enabled innovation. You'll help shape scalable delivery strategies, improve customer outcomes, and drive meaningful transformation across the organization while partnering with teams that are passionate about improving healthcare through technology.

We are shaping the future at ResMed, and we recognize the need to build on and broaden our existing skills and continue to attract and retain the world’s best talent. We work hard to offer holistic benefits packages, provide flexible work arrangements, cultivate a workforce culture that allows employees to grow personally and professionally, and deliver competitive salaries to our team members. Employees scheduled to work 30 or more hours per week are eligible for benefits. This position qualifies for the following benefits package: comprehensive medical, vision, dental, and life, AD&D, short-term and long-term disability insurance, sleep care management, Health Savings Account (HSA), Flexible Spending Account (FSA), commuter benefits, 401(k), Employee Stock Purchase Plan (ESPP), Employee Assistance Program (EAP), and tuition assistance. Employees accrue fifteen days Paid Time Off (PTO) in their first year of employment, receive 11 paid holidays plus 3 floating days and are eligible for 14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members.

Individual pay decisions are based on a variety of factors, such as the candidate’s geographic work location, relevant qualifications, work experience, and skills.

At ResMed, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case.  A reasonable estimate of the current base range for this position is: $146,000 - $183,000

For remote positions located outside of the US, pay will be determined based the candidate’s geographic work location, relevant qualifications, work experience, and skills.

Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now! We commit to respond to every applicant.