About Appriss Retail

Appriss Retail is the total retail loss solution for omnichannel, unifying high-quality data across stores, online, and customer service to reduce returns, cut shrink, and manage incidents. Our products—Engage to reduce returns, Secure to cut shrink, and Incident to centralize visibility—help retailers move from reactive loss control to strategic profit protection. Together, they empower organizations to make better operations decisions, strengthen accountability, and put hundreds of millions back to the bottom line. Covering 40% of all U.S. transactions and active in 45 countries, Appriss Retail is trusted by 60+ of the top 100 U.S. retailers to deliver lasting performance improvement. Learn more at apprissretail.com.

Overview

We are looking for an experienced VP of Professional Services & Delivery to lead and grow our global delivery organization. This is a senior leadership role at the intersection of customer outcomes, operational excellence, and financial performance — and a meaningful opportunity to shape how a high-growth SaaS company delivers value to some of the world’s most complex retail organizations.

As VP of Professional Services & Delivery, you will have full accountability for the profitability and execution of all one-time services work: SOWs, implementations, and project-based engagements across our global retail client base. Reporting directly to the Chief Customer Officer, you will lead an organization of 45+, including the Dir of Project Management and Dir of Delivery, each with a team of professionals and contractors.

The delivery work we do is strategic and high-stakes. Our customers are sophisticated retail organizations with multiple banners, regional teams, and complex product configurations. Delivery excellence in this environment requires not only operational rigor, but strong client relationships, clear communication, and the ability to help teams articulate the real impact of the work being done.

Essential Duties

• P&L accountability for all professional services revenue and cost — SOWs, implementations, time-and-materials, and fixed-fee engagements.
• Profitability improvement: build pricing calculators, standard resource models, and engagement cost frameworks.
• Financial review gates: implement and enforce go/no-go processes before accepting engagements, with visibility into projected vs. actual margin.
• Delivery methodology: standardize how work is scoped, staffed, executed, and closed across the entire PS organization.
• Outsourcing strategy: evaluate, redesign, and manage contractor and outsourcing relationships as part of an updated cost and capacity model.
• Go-live performance: drive measurable improvements in time-to-value for clients; accelerate revenue recognition.
• Client satisfaction: own delivery-stage customer experience — ensuring clients feel the value of our work at every milestone and that delivery outcomes translate directly to strong retention and expansion outcomes.
• Internal communication: equip delivery teams to clearly and consistently articulate project progress, impact, and value — to customers, to internal stakeholders, and to leadership.
• Team leadership: develop two senior leaders and their organizations; build a high-accountability, results-oriented delivery culture.
• Cross-functional partnership: work closely with the Revenue organization on deal pricing and SOW review; align with Customer Success and Finance on delivery handoffs and revenue reporting.
• Executive reporting: own PS KPIs and present progress regularly to the CCO and leadership team.

Required Qualifications

Knowledge, Skills, & Abilities

• 10+ years in professional services or delivery leadership roles in B2B SaaS companies.
• A track record of meaningful PS margin improvement — you’ve owned the P&L and moved it.
• Experience managing large, distributed delivery teams (30+ people) including outsourced and contractor resources.
• Strong financial acumen: pricing models, resource utilization, margin analysis, and project cost tracking.
• Experience delivering for enterprise accounts at scale — complex, multi-stakeholder implementations for large organizations.
• A track record of building delivery methodology and instilling consistent execution practices across a team.
• Strong client-facing presence — you can represent Appriss Retail credibly at the executive level of major customer organizations.
• Comfort in a PE-backed, high-accountability environment where results are measured and expectations are high.
• Experience with enterprise retail clients or vertical SaaS is a strong plus.
• Excellent communication and executive presence.

Tools & Systems

• Jira (project management and delivery tracking).
• Salesforce (customer and pipeline visibility).
• Claude AI tooling (Appriss is an active AI-first organization).
• Microsoft Suite (Teams, Excel, PowerPoint, SharePoint).

Education & Experience

• Bachelor's Degree or equivalent.
• Master's Degree/MBA is a plus.

Benefits

At Appriss Retail, we offer a competitive and comprehensive benefits package designed to support your well-being at work and beyond. Benefits begin on your first day and include multiple medical plan options, dental and vision coverage, health savings and flexible spending accounts, paid parental leave, and supplemental coverage for life’s unexpected moments. We offer generous paid time off, a 401(k) with immediate vesting and company match, short- and long-term disability, and free access to health and wellbeing resources such as Calm and Sworkit. You’ll also have access to learning and development opportunities to help you grow your career. Our benefits support your well-being so you can perform your best in every part of life.

Reports to: Chief Customer Officer

Department: Professional Services & Delivery

Supervisory Duties: Yes

Travel Required: Yes

Location/Work Region: Remote

Compensation range reflects base compensation. This job is also eligible for commission.

We are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to protected characteristics.