Director, Business Excellence

Meet Our Team:

The Intelligent Automation & Customer Service Business Excellence team sits within the broader GTM organization. GTM builds the strategy, programs, and assets that our client‑facing teams need to succeed within their accounts. We are a mix of ex‑product, marketing, implementation, and enablement leaders who operate as the “connective tissue” of the broader Pega organization.

The Business Excellence team is a global group responsible for ensuring our customers maximize their business benefits with Pega Platform, Customer Service, and Sales Automation. We work with Pega’s most innovative customers around the world. Our mandate is to define and promote best practices for implementing Pega solutions that drive repeatable customer value—partnering with internal and external SMEs, capturing domain knowledge, and distributing it across Pega, Partners, and Customers.

We lead the early‑adopter motion for strategic new technologies, also known as Pega Lighthouse. This includes defining and executing lab exercises, validating new product capabilities, and guiding early adopter clients toward achieving initial success while extracting the key learnings needed to scale adoption.

Picture Yourself at Pega:

Are you excited about redefining how enterprises work through AI and automation? Do you want to collaborate with global brands—like Vodafone, Rabobank, Wells Fargo, Booking.com, and Elevance—to shape implementation best practices and drive adoption of Pega’s newest strategic technologies? Do you want to help standardize and industrialize world‑class Pega solution delivery?

If so, this role sits at the center of that transformation.

What You'll Do at Pega:

You will be a senior leader connecting strategy to execution for early‑stage product areas—including Agents, the Agentic Process Fabric, and other next‑generation capabilities across Platform, Customer Service, and Sales Automation.

Core Business Excellence Responsibilities

• Subject matter expert: Serve as a subject matter expert for Pega Platform and Customer Service, defining and standardizing implementation best practices and repeatable solutions.
• Codify delivery patterns: Translate field learnings into prescriptive guidance, patterns, and delivery Bill of Materials; partner with Docs/Academy; and drive strategic content within Expert Circles.
• Govern early adopter engagements: Define cadence, clarify success criteria, track health, and unblock issues across account, delivery, and product teams.
• Govern partner Lighthouse Lab engagements: Shape and manage Lighthouse Labs for partners to create repeatable delivery BOMs, patterns, and guidance, ensuring partners are equipped for real‑world delivery success.
• Adoption programs: Develop programs for delivery thought leadership, field enablement, and client adoption.
• Orchestrate feedback loops: Prioritize product gaps and enhancements with Product/Eng teams and ensure fixes and guidance reach the field quickly.
• Champion adoption signals: Build crisp narratives (status, risks, wins) for leadership forums and steering committees.

Who You Are:

• You are a passionate advocate for technology adoption who can demonstrate how Pega’s technology drives scalable, transformational outcomes.
• You have deep skills in workflow automation and customer service technology with deep understanding of enterprise‑grade solutions.
• You are a strong qualitative and quantitative thinker who can evaluate adoption challenges and champion improvements across product, delivery, sales, and enablement.
• You are highly organized and effective at managing multiple workstreams and cross‑functional stakeholders.
• You are an excellent communicator who can pivot between technical conversations, executive narratives, customer discussions, and content critique.
• You are consistently focused on customer value and credible with product and engineering teams.

What You've Accomplished:

• 10+ years in software implementation, sales/solution consulting, or product management in workflow automation or customer service solutions.
• Experience guiding client‑facing teams in solution positioning, delivery best practices, and solution roadmaps.
• Familiarity with modern AI technologies and their applications within workflow automation and customer service contexts.
• A track record of telling compelling, client‑centered value stories, including learnings from failures.
• Strong writing and communication skills, demonstrated through delivery guidance, technical content, white papers, or program/change management assets.

Pega Offers You:

• The ability to define delivery best practices for cutting‑edge technologies—including AI, agentic capabilities, generative AI, machine learning, and automation.
• Competitive global compensation including pay, bonus incentives, and employee equity.
• Continuous learning and development.
• An innovative, agile, inclusive, flexible, and fun work environment.

Additional Information

Base salary range for this role is 149,800 - 228,400 USD annually. This role may also be eligible for annual bonus OR commission, as well as benefits and other incentives.

The final compensation will be determined during the offer process based on the candidate's education, experience, skills, and qualifications, as well as market conditions and may vary from the posted range. We will share an information on benefits, bonus/commission, and other pay components for this role at the relevant recruitment stage.