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Director, Business Excellence

Pegasystems

Boston, MA

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JOB DETAILS
SALARY
$149,800–$228,400 Per Year
SKILLS
Artificial Intelligence (AI), Automation, Best Practices, Bill of Materials (BOM), Business Development, Cadence, Change Management, Communication Skills, Compensation Management, Customer Acquisition, Customer Relations, Customer Service Tools, Customer Support/Service, Emerging Technology, Establish Priorities, Global Branding, Government, Laboratory Management, Leadership, Leading Edge Technology, Machine Learning, Multiplatform/Cross-Platform, Operational Support, Organizational Skills, Product Engineering, Product Management, Product Marketing, Product Positioning, Regulations, Sales, Sales Operations, Sales Strategy, Solution Sales, Standards Development, Technical Strategy, Technical Support, Technical Writing, Technology White Papers, Thought Leadership, Writing Skills
LOCATION
Boston, MA
POSTED
Today
Director, Business Excellence


Job Category: Sales Strategy & Operations


Location: US - Massachusetts - Remote


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.


Job ID: 23640


AI in Action – Responsible Use of AI in Recruitment

Pega embraces the responsible use of artificial intelligence (AI) to improve efficiency, consistency, and fairness across our business. We encourage thoughtful and ethical adoption of AI technologies that support people—not replace them. We may use AI‑enabled tools in our recruitment process. These tools are designed to assist us by providing insights and operational support.


All hiring decisions are made based on human review and judgment. You may have the right to request human review, provide additional information, or raise questions about how such tools are used.


Culture

At Pegasystems, we foster an environment where people feel valued and empowered to contribute their best. With global clients across industries and regions, we know our success depends on the unique perspectives, experiences, and talents of our people. Ours is a workplace where everyone can grow, collaborate, and deliver meaningful outcomes.


We encourage candidates from all backgrounds and experiences and focus on the core competencies and mindset needed to thrive in a role.


As an Equal Opportunity employer, Pegasystems will not discriminate in its employment practices due to an applicant's race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, veteran or disability status, or any other category protected by law.


Export Compliance

For positions requiring access to technical data subject to export control regulations such as this, Pegasystems may need to obtain export license approval from the U.S. Government and EU Authorities for certain individuals.


Accommodations

If you require reasonable accommodations under the Americans with Disabilities Act (US only) or comparable regional regulations in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process,or contact (US only) 1-888-PEGA-NOW and/or 225 Wyman Street Waltham, MA 02451 ATTN: Benefits.
It is Pega's policy to engage, recruit, hire, promote, train, discipline, and compensate in all job classifications, without regard to race, color, sex, religion, national origin, age, disability, sexual orientation, gender identity, veteran status, or any other category protected by law.

https://www.pega.com/about/careers/equal-employment-opportunity

About the Company

P

Pegasystems

Since 1971, P E Systems has been providing professional systems engineering and acquisition management services. The firm has CONUS locations in Virginia, Maryland, Massachusetts, Oklahoma and Ohio, and overseas in Japan, Bahrain and Italy. The company provides a range of technical capabilities supporting many different clients. P E Systems practices a full service approach through its use of flexible, mission-oriented teams that bring the right resources together to meet all customer requirements. Our emphasis is on personnel both acquiring and retaining a staff of qualified engineering and technical professionals through selective recruiting and a comprehensive benefits program has contributed to our continued success in supporting a wide range of government organizations.

P E Systems has developed strong core capabilities in systems engineering, specialized acquisition support, and communications interface programs through provision of technical, program management and systems acquisition support as both a prime and subcontractor. We have established strategic relationships with our Partners.

P E Systems has a long history of providing superior technical support services in a cost-effective manner. Our Quality Policy further describes the focus on quality that helps us achieve this level of service.

  • 2017 –  Summit Research Corporation (SRC) merged into P E Systems on March 1, 2017, assuming all contract obligations
  • 2016 – Jack Grady appointed to Vice-President of Operations and Dayton Division Manager
  • 2007 – Opened new offices and San Antonio, TX
  • 2006 – Graduated from 8(a) program
  • 2003 – P E Systems achieves ISO 9001 certification
  • 2000 – P E Systems acquired Atlantic Analysis Corporation to enhance IT offerings with Oracle database development capabilities
  • 1998 – Acquired Bahan Dennis, Inc. (BDI), which has been integrated into the company operating structure, as the Dayton, OH Division. It provides program management and systems functional support to the Aeronautical Systems Center, AFMC, Material Systems Group (ESC) and the Air Force Reserve Command Detachments at Wright Patterson AFB, OH
  • 1997 – Became an 8(a) certified small business and gained approval for a GSA Schedule for Information Technology Services
  • 1996 – P E Systems acquired Summit Research Corporation (SRC) as a wholly owned subsidiary specializing in Exercise/Performance/Acoustic Analysis, Training, and Information Technology services, primarily for the U.S. Navy
  • 1995  – Wes King acquired P E Systems
  • 1971  –  P E Systems founded
  • 1971  –  P E Systems was formed to provide technical, scientific, and programmatic management and systems acquisition support to the Department of Defense as well as other government and commercial organizations
COMPANY SIZE
500 to 999 employees
INDUSTRY
Computer/IT Services
FOUNDED
1971
WEBSITE
https://www.pesystems.com/