Professional Services Operations Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead the forecasting of services and capacity planning to ensure resource supply meets customer demand.

• Enhance resource utilization and margin optimization by identifying opportunities to boost efficiency and profitability.

• Take ownership of the design and optimization of professional services processes, focusing on standardization and continuous improvement of delivery workflows.

• Establish visibility into the services pipeline and manage backlog, ensuring proactive planning and prioritization across teams.

• Develop and sustain performance reporting for services, including dashboards and KPIs that facilitate data-driven decision-making.

• Oversee billing operations and handle escalations, ensuring timely and accurate invoicing while resolving customer disputes.

• Identify and address revenue leakage risks throughout the services lifecycle, from booking to billing.

• Manage and enhance Professional Services systems and tools (e.g., PSA, reporting platforms), ensuring data accuracy and usability.

• Establish operational governance rhythms (e.g., forecast reviews, utilization tracking, business reviews).

• Lead cross-functional alignment efforts to address process gaps and implement sustainable solutions rather than mere recommendations.

• Facilitate change management and enable new processes, tools, and operational initiatives.

• Continuously enhance both customer and internal experiences by minimizing friction in services engagement and delivery.

⛳️ Requirements

• A minimum of 8 years of experience in Professional Services, Operations, or similar fields.

• Strong knowledge of services business models, including utilization, revenue recognition, and margin drivers.

• Demonstrated experience in forecasting, capacity planning, and improving operational processes.

• Advanced analytical abilities with a background in building models and dashboards, utilizing data to influence decisions.

• Exceptional skills in cross-functional collaboration and stakeholder management.

🏝️ Benefits

• A Professional Development Budget.

• Dedicated Wellness Days and a Wellness Week.

• A Lifestyle Spending Account.

• An Employee Recognition Program.