VP Professional & Operational Services
Toshiba Global Commerce Solutions is seeking a Vice President of Professional and Operations Services (Americas) to lead the transformation of our services organization into a scalable, high-impact growth engine.
This role reports to the SVP of the Software Line of Business and partners closely across Product, Sales, Customer, and Delivery leadership to redefine how services are positioned, delivered, and monetized.
This is not an incremental role. It is a transformation mandate. The expectation is to reshape the operating model, strengthen commercial alignment, and build a services organization that consistently drives customer outcomes, adoption, and long-term expansion.
Qualifications
- 10+ years in senior leadership within professional services, client services, or customer success
- Bachelor’s degree in Business Administration, Finance, or a related field or equivalent; MBA is often preferred.
- Proven experience transforming and scaling a services organization
- Demonstrated ownership of meaningful P&L growth, including revenue and margin expansion
- Strong financial acumen, including budgeting, forecasting, and operational discipline
- Executive-level communication and stakeholder management skills
The Mandate
The Vice President will lead the evolution of Professional and Operations Services into a modern, scalable business that is tightly integrated with software and solution growth.
This includes shifting from project-centric execution to repeatable, productized offerings, strengthening how services engage in the sales cycle, and building capabilities that extend beyond implementation into ongoing customer value creation.
The role requires both building and optimizing. It demands structural thinking, strong commercial instincts, and the ability to drive change across organizational boundaries.
Scope of Responsibility
- Own the Professional and Operations Services P&L across the Americas
- Drive revenue growth, margin expansion, and delivery predictability
- Align services strategy with product direction and sales execution
- Establish services as a core driver of customer adoption, expansion, and retention
- Lead organizational design, portfolio decisions, and operational discipline required to scale
Key Responsibilities
Operating Model Transformation
- Transition from custom project execution to scalable, repeatable service offerings
- Establish predictable delivery models with clear accountability for margin and outcomes
- Reduce implementation duration and variability through standardized approaches
- Implement strong executive governance across strategic programs
- Make structural changes across portfolio, pricing, and organization—not just process improvements
Revenue Growth & Commercial Alignment
- Drive measurable services attach rates across all software and solution deals
- Ensure services are positioned as a standard component of every engagement
- Partner with Sales as a unified commercial engine
- Shift revenue mix toward recurring and expansion-based services
- Convert repeat customization into standardized, monetizable offering
Service Portfolio Evolution
- Implementation & Deployment: Standardize delivery tiers, optimize staffing models, reduce rework
- Advisory & Consulting: Expand value-based engagements tied to measurable business outcomes
- Custom & Engineering Services: Control bespoke work and convert repeat patterns into offerings
- Education & Adoption: Scale programs that improve adoption, retention, and expansion
- Managed & Operational Services: Build as the primary growth engine, including platform operations and continuous engagement
- Introduce AI-assisted delivery and automation to improve efficiency, quality, and scalability
Customer & Executive Engagement
- Engage directly with strategic customers to ensure successful outcomes
- Align services delivery with customer business objectives
- Strengthen long-term relationships that drive expansion and retention
- Act as an executive sponsor on key programs
Financial & Operational Leadership
- Drive improvements in margin, utilization, and delivery predictability
- Establish clear operational metrics and accountability across the organization
- Align structure, processes, and talent to support scalable growth
- Build discipline in forecasting, planning, and execution
Early Focus Areas
- Measurable improvement in services margin and delivery consistency
- Increased contribution of recurring and expansion-driven services revenue
- Higher services attach rates across new and existing deals
- Reduced customer time to value
- Establishment of flagship customer success stories
- Clear differentiation in the market through industry-focused services
Context: Transformation in Motion
Professional Services is being redefined within a broader transformation of the Software Line of Business. Product, Sales, Marketing, Innovation, and Services are being aligned under a more unified model focused on execution, accountability, and growth. This role sits at the center of that shift, with the mandate to ensure services are fully integrated into how the business operates and scales.
Who Thrives in This Role
This role is designed for a leader who builds while optimizing—someone who has successfully driven transformation across services organizations and is comfortable making structural changes.
You bring:
- A track record of transforming—not just operating—services organizations
- Strong commercial instincts and the ability to influence deal strategy
- Credibility with enterprise customers and executive stakeholders
- Confidence to challenge assumptions constructively across Product, Sales, and Delivery
- Comfort operating in ambiguity and building structure where none exists
- A bias for action and measurable outcomes
Why This Role Matters
Services play a central role in how customers adopt, expand, and realize value from the platform. This organization directly influences long-term customer success, retention, and growth.
This role has executive sponsorship and the authority to implement meaningful change. It is a unique opportunity to shape how services operate, scale, and contribute to the broader success of the business.
ABOUT THE COMPANY
Toshiba Global Commerce Solutions is a dynamic billion-dollar global company based in Research Triangle Park, NC, providing retail store solutions to your favorite brands. Have you ever been in a hurry and made use of the self-checkout at Lowe’s Foods, earned fuel rewards at Kroger, or just paid for purchases at retailers such as Walmart, Michaels, Carrefour, The Gap, Calvin Klein, Boots, Cencosud, BJ’s, or Costco? These are just a few examples of our in-store solutions and impressive customer base that made us the world's installed market share leader.
The nature of retail is changing quickly, so if you share our 'Together Commerce' vision of a seamless two-way, participatory shopping experience, let’s get together to drive the new economy.
Toshiba Global Commerce Solutions, Inc. offers a competitive salary and generous benefits package including the following:
Group health coverage (medical, dental, & vision)
Employee Assistance Programs
Pre-tax spending accounts
401(k) plan (with company match)
Company provided life insurance
Pet Insurance
Employee discounts
Generous paid holiday schedule, paid vacation & sick/personal days
EEO
Toshiba Global Commerce Solutions is an equal opportunity/affirmative action employer that evaluates qualified applicants without regard to age, ancestry, color, religious creed, disability, marital status, medical condition, genetic information, military or veteran status, national origin, race, sex, gender, gender identity, gender expression and sexual orientation or any other protected factor. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Individuals who need a reasonable accommodation because of a disability for any part of the employment process should email benefits@toshibagcs.com to request an accommodation.
DIVERSITY, EQUITY & INCLUSION
We at Toshiba Global Commerce Solutions firmly believe that our people are an integral part to the success of our customers. Furthermore, we’re committed to Diversity, Equity, and Inclusion for all our people as highlighted by our 5 Core Principles (Create Outreach, Foster Belonging, Unleash Opportunity, Diverse Cultural Engagement and Culture of Transparency). We’re passionate about our customers in the retail industry and becoming a more responsible company as we help create a brighter future.
EQUAL OPPORTUNITY EMPLOYER/PROTECTED VETERANS/INDIVIDUALS WITH DISABILITIES
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
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