Practice Manager, Expert Services

Practice Manager, Expert Services

Full-Time  //  Remote

Primary Function

The Expert Services Practice offers advice to our clients on how to make their digital offerings conform with the standards of accessibility and maximize the usability for users with disabilities. An emphasis is placed on evaluating the accessibility of Web technologies, mobile accessibility, native applications, and digitized documents using internationally recognized standards, guidelines, and techniques. Assessment findings are summarized and presented in a format and structure which enables action and assists our clients to target their remediation efforts for greatest impact. Additionally, ongoing support services and consulting services are available to provide sustaining support and subject matter expertise as clients work to incorporate accessibility concepts into their digital offerings.

Scope of Work

The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position.

As a Practice Manager, you are responsible for managing the three main pillars of the Expert Services Practice: managing your teams, managing your project engagements, managing the P&L of your business unit. You are accountable for operational/financial metrics and overall business results of the practice and will collaborate with leaders across TPGi to plan and manage a growing revenue stream and customer base. You are responsible for maintaining practice direction, ensuring quality of solutions delivery, and maintaining customer satisfaction. The Expert Services Practice Manager will report to the Vice President of Solutions Delivery.

Ideally, you will have 5+ years of client facing experience relevant to this position, including 3 years of technology project management and leadership. You will have an undergraduate degree and should have experience leading, engaging, mobilizing, and motivating multiple teams to accomplish goals. You must be able to thrive in a fast-paced, dynamic environment and demonstrate the ability to prioritize and multi-task a variety of demanding assignments without a degradation of work quality. Above all else, you must be focused on providing the client with world-class service.

Supervisory Responsibilities

  • Provide leadership and guidance to coach, motivate and lead team members to their optimum performance levels and career development, including conducting annual reviews and goal setting.
  • Provide guidance to the development of thought leadership within your practice, ensuring your team contributes to the ongoing innovation at TPGi.

Required Knowledge/Skill/Abilities

  • Work as part of the Solutions Delivery Leadership team to build a portfolio of service offerings, including development of new offerings and performance of existing offerings as measured by bookings, revenue, delivery quality, and customer satisfaction.
  • Provide oversight ensuring the successful delivery of all engagement projects within the Expert Services Practice.
  • Review estimates and assumptions for project efforts, costs, and schedules by leveraging forecasting models, best practices, and past engagement results.
  • Ensure projects are properly planned, optimally staffed, and are delivered on time and within the scope outlined in the SOW.
  • Interface with the assigned TPGi and client stakeholders to drive project governance and the proactive identification and resolution of all issues that could impact project scope.
  • Serve as an escalation point to address service delivery concerns.
  • Identify opportunities to provide incremental accessibility solutions to mature the clients’ accessibility capabilities and accelerate realization.
  • Ensure the client takes advantage of TPGi best practices, including Help Desk, Knowledge Center, as well as to identify opportunities to position other solution offerings.
  • Ensure the client can serve as a reference at the conclusion of their services engagement.
  • Assist in the maturity of the client in their accessibility journey by leveraging service offerings within TPGi.
  • Provide leadership and guidance to coach, motivate and lead team members to their optimum performance levels and career development, including conducting annual reviews.
  • Provide guidance to the development of thought leadership within your practice, ensuring your team contributes to the ongoing innovation at TPGi.
  • Remain knowledgeable and up to date on accessibility program management and latest developments in the industry.
  • Attain revenue and margin targets and effective P&L management.

Education and Experience

  • BA or BS degree required (MBA or post-graduate degree preferred); education would ideally be a combination of technical and business qualifications.
  • Demonstrated history and aptitude in managing a P&L.
  • Detailed understanding of accessible development and account management.
  • Demonstrated problem solving and decision-making abilities with effective organizational and time management skills; the ability to handle multiple projects and priorities effectively in a fast-paced environment with minimal supervision.
  • Strong organizational, multi-tasking and presentation skills.
  • Ability to create momentum and foster organizational change.
  • Experience with coaching and mentoring team members.
  • Must exhibit initiative, decisiveness and creativity, along with self-motivation and the ability to assume responsibility and maintain strict confidentiality.
  • Excellent written and verbal communication skills with the ability to focus and clarify concepts.
  • Live our core values of Customer Focus, Operational Excellence, Team First, and Ownership.
  • Flexibility to deliver within a dynamic, entrepreneurial environment.
  • Strong professional ethics based on honesty, integrity, dependability, and trustworthiness.
  • Strong customer facing and relationship management skills with appropriate negotiation and influencing skills


  • 10+ years delivering accessibility solutions to the enterprise, including a minimum of 5 years within the digital accessibility technology field.
  • A minimum of 3 years of experience managing a Professional Services practice, including responsibility for revenue attainment and profitability management.
  • PMP certification.
  • Accessibility Program Management experience.
  • Project Management methodology and standards.
  • Assistive Technologies.
  • Experience with the TPGi ARC (Accessibility Resource Center) Platform

Physical Requirements

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.

If you have a passion for excellence and want to work with an outstanding team of experts, working in an exciting, challenging, fast-paced environment for the world’s leading assistive technology company, please send your resume to

Base salary $120K – $135K based on experience and location. Full-time US Remote


Vispero actively seeks to develop greater levels of diversity in our workforce and in our pipeline of future employees. We are committed to attract and retain candidates who have a passion for their work and encourage all individuals to apply. Vispero is an Equal Opportunity Employer.

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