Staff Professional Services Operations Manager

🕒 September 23

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

💵 $139.2k - $235.2k / year

⏰ Full Time

🔴 Lead

⚙️ Operations

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📋 Description

• Mature the Professional Services operating cadence, including forecasting and planning alignment, business reviews, performance reporting, and executive readouts • Establish connected capacity, utilization, and resource management practices across billable and non-billable roles, including skill-based staffing and hiring planning • Improve visibility and deliver insights into project economics, including rate cards, fully loaded costs, burden rates, project margin, fixed-fee budgets, utilization, and revenue recognition • Partner with Finance, Sales, Customer Success, CX Engineering, Solutions Architecture, and Delivery to improve PSA, time-tracking, CRM, reporting, and related tooling • Define requirements and lead process improvements, automations, and efficiency drivers across Professional Services, Operations, and newly integrated services teams • Improve go-to-market alignment by tracking PS attach, connecting PS planning to account and renewal timelines, and enabling earlier PS involvement in deal strategy and account planning • Partner cross-functionally to improve service catalog, pricing and packaging, SKU governance, and partner or channel delivery models • Document processes, clarify roles and decision rights, and partner with Analytics to build self-service reporting that reduces dependencies of PS leadership for day-to-day execution • Report to the Director of Customer Experience Operations and serve as a strategic and hands-on partner to Professional Services leadership

🎯 Requirements

• 10+ years’ experience in Professional Services Operations, Services Operations, Revenue Operations, or a related function in a technology or subscription business • Deep understanding of PS business models, including time and materials, fixed-fee, and blended engagements • Experience owning and developing forecasting and planning processes connecting sales pipeline to delivery capacity, staffing, bookings, and revenue • Experience with resource management, utilization, project margin, delivery operations, PSA systems, or services go-to-market operations • Experience leading process and systems improvements across evolving organizations • Strong analytical, business judgment, communication, and stakeholder management skills • A pragmatic, hands-on approach to solving ambiguous operational problems • Hands-on experience with Kantata or a comparable Professional Services Automation (PSA) platform • Ability to translate business requirements into system workflows, data definitions, reporting requirements, and automation opportunities • Deep familiarity with revenue recognition processes and the systems partnership required between Professional Services and Finance • Experience integrating two or more services organizations, operating models, or systems or driving operations transformation and maturity • Experience improving PS attach, deal structuring, account planning, or services participation in the sales cycle • Experience with partner, channel, or customer-funded delivery models • Experience working in a distributed or all-remote organization

🏖️ Benefits

• Benefits to support your health, finances, and well-being • Flexible Paid Time Off • Team Member Resource Groups • Equity Compensation & Employee Stock Purchase Plan • Growth and Development Fund • Parental Leave

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