Director, Forward Deployed Solutions (AI)

Job Description Thomson Reuters is seeking a Director, Forward Deployed Solutions (AI) to lead a customer-facing Professional Services function that helps customers adopt and realize value from AI-enabled legal, tax, and professional-information solutions.

This leader will manage a team of senior solutions professionals aligned to Legal and Tax workflows and will be accountable for the operating model that supports high-quality customer engagements. The role owns the connection between customer demand, engagement shaping, delivery capacity, financial performance, customer outcomes, and the development of repeatable solution patterns.

This is a business and people leadership role within Forward Deployed Services. You will establish an operating rhythm for the team, guide prioritization and resource decisions, improve delivery quality and commercial discipline, and partner closely with Product, Engineering, Sales, Customer Success, Finance, and other stakeholders.

You will help ensure that customer-specific work delivers measurable value while creating reusable assets, delivery approaches, and product feedback that can improve future deployments and inform core product roadmaps. You will not be expected to personally own every aspect of AI strategy, product management, architecture, and services operations; instead, you will bring strong services leadership and commercial judgment while working with subject-matter experts across the organization.

Key Responsibilities

• Lead the Forward Deployed Solutions team, including senior solutions professionals supporting Legal and Tax customer engagements.
• Establish a clear operating model for intake, prioritization, staffing, delivery governance, escalation management, customer outcomes, and portfolio reporting.
• Own the annual operating plan for the function, including demand assumptions, capacity, utilization, budget, delivery cost, investment needs, and financial performance.
• Use pipeline, backlog, staffing, utilization, delivery, and customer-health data to make effective resourcing decisions and improve the predictability and efficiency of the services portfolio.
• Partner with Sales, account teams, and commercial leaders to shape strategic customer opportunities and ensure engagements have clear scope, assumptions, estimates, acceptance criteria, delivery plans, and change-control expectations.
• Support executive-level customer discovery, solution discussions, and steering forums for complex or high-value engagements.
• Ensure a strong connection between commercial pipeline and delivery capacity, identifying staffing or capability constraints early and recommending practical build, buy, borrow, or partner approaches.
• Establish and maintain operating standards for discovery, solution design, engagement planning, delivery readiness, documentation, handoff, customer adoption, and value realization.
• Lead resolution and recovery efforts for complex, at-risk, or escalated customer engagements. Coordinate cross-functional action plans that protect customer relationships and improve delivery outcomes.
• Coach, develop, and retain a high-performing team. Set clear expectations, provide feedback, support career growth, and build a strong leadership and succession bench.
• Partner with Product and Engineering leaders to ensure customer-deployment insights, recurring workflow needs, and product gaps are communicated clearly and incorporated into roadmap and investment discussions.
• Identify opportunities to convert successful customer work into repeatable delivery patterns, reusable accelerators, implementation playbooks, or packaged services.
• Balance customer-specific commitments with opportunities to improve repeatability, scalability, delivery quality, and long-term commercial value.
• Establish a consistent view of portfolio health, including pipeline, backlog, capacity, utilization, engagement status, delivery risks, customer outcomes, financial performance, and key dependencies.
• Lead regular business reviews and communicate clear recommendations, tradeoffs, performance trends, risks, and investment needs to senior leadership.
• Foster a culture of accountability, collaboration, inclusion, continuous improvement, and customer focus across the Forward Deployed Solutions organization.
• Partner with relevant technical, product, security, and domain experts to ensure solutions are delivered responsibly and in accordance with applic…