Job Description
About the role The Customer Solutions Director is a senior leadership role responsible for the operational, delivery, and talent management functions for the Americas Customer Solutions team . You will oversee a team of consultants who build and deliver quantum optimization solutions for customer applications. You will also lead the technical account management team who provide advisory services and ensure ongoing customer success. You will provide leadership and strategic guidance to build a high performing team and continuously improve the operational processes and tools to ensure efficient and high-quality execution. Based on project insights and customer requirements, you will actively influence the product roadmap and refine best practices. The Customer Solutions Director serves as the primary cross functional interface between the Customer Solutions Americas region and sales, R&D, and operations. What you'll do Regional Delivery & Operational Leadership · Oversee successful execution and quality of all projects within the region · Ensure strong project governance, delivery consistency, and customer satisfaction · Drive accountability for timelines, scope, budget, and outcomes · Manage and resolve escalations effectively, partnering cross-functionally as needed · Monitor and optimize regional staffing and resource utilization Customer Engagement & Presales Collaboration · Partner closely with Americas Sales teams to support strategic opportunities · Ensure thorough, effective technical discovery. Continuously improve the probability of project success · Provide oversight and input into presales scoping, solutioning, and resource planning · Ensure smooth transition from presales to delivery execution · Maintain executive-level engagement with key regional customers Team Leadership & Talent Management · Lead and develop a regional team of Engagement Managers, Solution Architects, Developers, and Technical Account Managers · Foster a high-performance, collaborative, and customer-focused team culture · Conduct annual goal setting and performance assessments · Drive hiring, onboarding, and workforce planning to support regional demand · Oversee staffing alignment and utilization across projects · Support career development and succession planning for team members Cross-Functional Leadership · Act as the primary regional interface for Customer Solutions, Sales, R&D and other customer-facing functions · Ensure alignment of delivery strategy with broader regional revenue objectives · Contribute to operational improvements, process optimization, and best practice development About You · Bachelor’s degree or higher in engineering, optimization, or similar technical field · 12+ years of combined hands-on and people management experience within professional services and/or technology consulting to deliver complex software product implementations for high-profile clients · Experience leading technical teams in a large matrixed consulting organization and building and scaling a team in technology start-up organization · Strong technical acumen with the ability to translate business problems to technical solutions · Strong collaboration experience with sales organizations, including presales engagement · Executive presence with ability to build credibility with C-Level and other senior customer · Excellent leadership, communication, and stakeholder management skills · Ability to manage multiple priorities across delivery, operations, and people leadership · Determined to solve customer problems, with a strong sense of urgency and an understanding of project delivery requirements · Proven record of leading on-time delivery of projects with a high degree of predictability and quality · Preferably experienced within industries such as Manufacturing, Logistics, Retail, and Services A D-Waver's DNA We look at the future and say “why not”; we see possibilities where others see problems or routines. We show the way ahead and are committed to achieving ambitious goals. We practice straight talk and listen generously to each other with empathy. We value different opinions and points of views. We ensure that we connect outside as well as inside to learn from others and inspire each other. We hold ourselves accountable for delivering results. We make decisions & take responsibility so that we can act & support each other. As leaders we motivate & engage our teams to undertake beyond what they originally thought possible, by developing our teams & creating the conditions for people to grow and empower themselves through enabling & coaching. Our Compensation Philosophy is Simple but Powerful: We believe providing D-Wavers with company ownership, competitive pay, and a range of meaningful benefits is the start of creating a culture where people want to give the best they’ve got — not because they’re simply making money, but because they’ve fallen in love with our vision, mission, values, and team. During the interview process, your Recruiter will review our total rewards (base, equity, bonus, perks, benefit, culture) . The final offer is determined by your proficiencies within this level. Inclusion: We celebrate diverse perspectives to drive innovation in our pursuit. Our employees range from distinguished domain experts with decades of experience in their respective fields, to bright and motivated graduates eager to make their mark. Our diverse and innovative team will make you feel appreciated, supported and empower your career growth at D-Wave. The Fine Print: No 3rd party candidates will be accepted It is D-Wave Systems Inc. policy to provide equal employment opportunity (EEO) to all persons regardless of race, color, religion, sex, national origin, age, sexual orientation, gender identity, genetic information, physical or mental disability, protected veteran status, or any other characteristic protected by federal, state/provincial, local law.