Qualtrics is the technology platform that organizations use to collect, manage, and act on experience data, also called X-data™. The Qualtrics XM Platform™ is a system of action, used by teams, departments, and entire organizations to manage the four core experiences of business—customer, product, employee and brand—on one platform. Over 9,000 enterprises worldwide, including more than 75 percent of the Fortune 100 and 99 of the top 100 U.S. business schools, rely on Qualtrics to consistently build products that people love, create more loyal customers, develop a phenomenal employee culture, and build iconic brands. Qualtrics was recently acquired by SAP, and together we will accelerate XM and power the experience economy.  Join us on this adventure that can open many doors! If you’re searching for a company that’s dedicated to your ideas and growth, recognizes your unique contribution, fills you with purpose, and provides a fun, flexible and inclusive work environment - apply now!

The Challenge

The Qualtrics Brand Experience (BX), Research Core (RC), and Research Services (RS) is a fast-growing team focused on leading solution delivery with key strategic customers throughout the customer lifecycle. We are focused on developing practices around implementing extraordinary experience management programs using the Qualtrics leading-edge XM capabilities. Our team is passionate about engaging with customers on requirements and complex implementations resulting in broad customer impact. If you are excited to be part of the wave of technologies and solutions that are reshaping the way brands are building the next generation of customer and employee experiences, join one of the fastest-growing enterprise SaaS companies in the world.

As the US Head of Project Delivery, you will be responsible for leading the teams who deliver our largest, most strategic solutions to our world-renowned clients. In this high-profile role, you will be the face of the Qualtrics US BX, RC, and RS delivery organization with multiple internal stakeholders and external customers as your team successfully delivers these technically-complex solutions. This role will provide unfettered access to members of the Qualtrics Executive Team and outstanding cross-functional experience.

To really crush this role, you’ll need to combine your vision, inspiring people leadership, technical expertise, your deep program/project management skills, your solid business insight, and your client management skills in the delivery of custom solutions for our most meaningful clients.

We care deeply about our people at Qualtrics.  As a senior leader, you will have the opportunity to shape and guide the happiness and development of extremely capable professionals.  You will have a large focus on growing and supporting the team, especially as it relates to project ownership, operational optimization, and career progression. Most of your direct reports will be team leaders and managers, but your scope includes 2nd and 3rd level employees.

What Success Looks Like in the Role

You will know you are doing a great job when you successfully onboard our clients all the way from Small to Medium Businesses to Enterprise clients, ultimately resulting in high renewal and expansion rates. You will also thrill in the execution of 10,000+ bespoke research projects for both corporate and academic clients.  As the overall leader of US Project Delivery, your success will be determined by four key metrics:

  1. Support for aggressive revenue targets (as an enabler of the quota-carrying sales team)
  2. Attainment of profitability goals (as measured by contribution margin)
  3. Assurance of high levels of quality and customer satisfaction (as measured, in part, by NPS)
  4. Engagement of employees (as measured by engagement metrics and retention goals)

 A Day in the Life

  • Build and manage a large team of project managers and implementation consultants responsible for managing clients through the implementation of various SaaS solutions and the execution of bespoke research projects.
  • Exceed aggressive hiring goals by developing new strategies, interviewing candidates, and utilizing LinkedIn to source and recruit candidates.
  • Accurately evaluate the performance of team members and provide direct and actionable feedback.  Coach and develop team members into world-class implementation services professionals.
  • Own a growing P&L.  Assume responsibility for achieving implementation delivery services revenue and expense targets.  Manage US team capacity, forecasting, and resource allocation.
  • Establish world-class implementations services offering.  Design packages of service offerings and related internal and client facing collateral.
  • Set-up operational processes that improve the time to value for clients, and increase team efficiency and effectiveness.
  • Work closely with counterparts in Product Management, Engineering, and Sales to improve the selling and delivery of implementation services and drive product innovation that meets client needs.
  • Design and support a healthy partnership between internal delivery resources and a growing external partner ecosystem QPN (Qualtrics Partner Network)
  • Identify and execute initiatives that will reduce the time to value for Qualtrics customers, improve their satisfaction with the implementation experience and increase their likelihood to renew.
  • Communicate team impact and results to the executive team.
  • Train the team on key topics, including data quality, vendor relationships, process management, process improvement, research best practices, professional communication, interpersonal skills, and leadership skills.

Minimum Qualifications

  • 10+ years leadership experience with proven ability to build and lead teams using concrete and measurable results
  • Strong software implementation and technical skills
  • Experience in customer-facing roles
  • Comfortable in a fast-paced, unstructured, and highly competitive environment
  • Ability to communicate clearly and pleasantly through both written and spoken mode
  • Ability to prioritize and to think strategically to set and meet aggressive goals
  • Bachelor’s degree from a selective university

Preferred Qualifications

  • Market research industry experience
  • MBA or advanced degree from a top-tier university
  • 1-2 years of experience in the SaaS (Service as a software) industry

Apply for this Job

* Required

File   X
File   X

U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at Qualtrics are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Form CC-305

OMB Control Number 1250-0005

Expires 1/31/2020

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

Because we do business with the government, we must reach out to, hire, and provide equal opportunity to qualified people with disabilities1. To help us measure how well we are doing, we are asking you to tell us if you have a disability or if you ever had a disability. Completing this form is voluntary, but we hope that you will choose to fill it out. If you are applying for a job, any answer you give will be kept private and will not be used against you in any way.

If you already work for us, your answer will not be used against you in any way. Because a person may become disabled at any time, we are required to ask all of our employees to update their information every five years. You may voluntarily self-identify as having a disability on this form without fear of any punishment because you did not identify as having a disability earlier.

How do I know if I have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Blindness
  • Deafness
  • Cancer
  • Diabetes
  • Epilepsy
  • Autism
  • Cerebral palsy
  • Schizophrenia
  • Muscular dystrophy
  • Bipolar disorder
  • Major depression
  • Multiple sclerosis (MS)
  • Missing limbs or partially missing limbs
  • Post-traumatic stress disorder (PTSD)
  • Obsessive compulsive disorder
  • Impairments requiring the use of a wheelchair
  • Intellectual disability (previously called mental retardation)
Reasonable Accommodation Notice

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.