Professional Services Strategy & Optimization Lead

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 cross-functional collaboration to identify opportunities to improve how implementations are planned, delivered, and scaled.

In this role, you'll partner across Professional Services, Product, Data Services, and Customer Support to analyze implementation trends, develop scalable delivery models, and create repeatable approaches that drive greater efficiency and consistency. Your work will directly influence how customer implementations are executed, helping teams reduce complexity, improve predictability, and accelerate time-to-value.

What You'll Do

• Analyze customer, utilization, billing, project performance, configuration, and delivery data to identify trends and opportunities for improvement.
• Identify customer archetypes and implementation patterns based on workflows, configurations, and service requirements.
• Evaluate the drivers of implementation effort, complexity, duration, and outcomes to improve delivery predictability.
• 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.
• Lead the identification, evaluation, and adoption of AI-enabled delivery capabilities, automation solutions, and scalable implementation methodologies that enhance efficiency, consistency, and customer outcomes.
• Identify opportunities to simplify implementation activities through standardization, automation, and the reuse of proven practices.
• Leverage historical implementation knowledge and configuration data to improve implementation planning and future delivery models.
• Evaluate opportunities to apply AI, automation, and emerging technologies to enhance delivery efficiency and customer outcomes.
• Partner with Professional Services leaders and delivery teams to understand challenges and drive continuous improvement initiatives.
• Collaborate with Product, Data Services, Operations, and other cross-functional teams to implement scalable solutions.
• Define success metrics and evaluate the impact of improvements on implementation effort, customer experience, cycle time, predictability, and time-to-value.
• Communicate recommendations, insights, and measurable business impact to leadership stakeholders.

What You Bring

• Experience in Professional Services, Technical Services, Solution Architecture, Service Delivery, Operations, 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.
• Experience using operational, customer, or delivery data to uncover actionable insights and drive business improvements.
• Experience developing scalable delivery frameworks, implementation methodologies, playbooks, or reusable service assets.
• Strong analytical and problem-solving capabilities with the ability to translate complex information into practical recommendations.
• Ability to recognize common customer needs and create repeatable delivery approaches that support scale.
• Experience driving process improvement, operational efficiency, automation, or standardization initiatives.
• Strong communication skills with the ability to influence technical and non-technical stakeholders.
• Sound business judgment and the ability to balance standardization with customer outcomes.
• Ability to thrive in a fast-moving environment where priorities, technologies, and customer needs evolve.

Nice to have

• Experience using SQL to analyze operational or customer data.
• Experience using Python for analysis, reporting, or automation initiatives.
• Experience with AI, advanced analytics, service transformation, or operational excellence programs.

What Sets You Apart

• Strategic Thinker: Connect customer needs, delivery processes, and business objectives to identify opportunities that create measurable impact.
• Continuous Improver: Challenge inefficiencies and pursue scalable solutions that improve outcomes for customers and teams.
• Collaborative Partner: Build trusted relationships across functions to align stakeholders and drive progress.
• Change Champion: Influence adoption of new ideas and ways of working that improve consistency and effectiveness.
• Data-Informed: Use facts and evidence to guide decisions while maintaining a practical and customer-focused perspective.

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, helping create more efficient, predictable, and scalable customer experiences. By combining strategic thinking, data-driven insights, and operational excellence, you'll help shape the future of service delivery while partnering with teams across the organization to drive meaningful impact.

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.