Staff Professional Services Operations Manager

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Enhance the operational cadence of Professional Services, which includes forecasting and planning alignment, business reviews, performance reporting, and executive presentations.

• Implement integrated capacity, utilization, and resource management strategies across both billable and non-billable roles, focusing on skill-based staffing and hiring planning.

• Increase visibility and provide insights into project economics, covering rate cards, fully loaded costs, burden rates, project margins, fixed-fee budgets, utilization, and revenue recognition.

• Collaborate with Finance, Sales, Customer Success, CX Engineering, Solutions Architecture, and Delivery to optimize PSA, time-tracking, CRM, reporting, and related tools.

• Define requirements and spearhead process enhancements, automations, and efficiency initiatives across Professional Services, Operations, and newly integrated service teams.

• Strengthen go-to-market alignment by monitoring PS attachment, linking PS planning to account and renewal timelines, and facilitating earlier PS involvement in deal strategy and account planning.

• Work cross-functionally to enhance service catalog management, pricing and packaging strategies, SKU governance, and partner or channel delivery models.

• Document procedures, clarify roles and decision-making authority, and collaborate with Analytics to create self-service reporting that minimizes dependencies on PS leadership for daily operations.

• Report directly to the Director of Customer Experience Operations and act as a strategic and hands-on collaborator with Professional Services leadership.

⛳️ Requirements

• Over 10 years of experience in Professional Services Operations, Services Operations, Revenue Operations, or a similar role within a technology or subscription-based business.

• Profound understanding of PS business models, including time and materials, fixed-fee, and blended engagements.

• Proven experience in owning and developing forecasting and planning processes that connect sales pipeline to delivery capacity, staffing, bookings, and revenue.

• Background in resource management, utilization, project margin, delivery operations, PSA systems, or services go-to-market operations.

• Experience leading process and systems enhancements within evolving organizations.

• Strong analytical, business acumen, communication, and stakeholder management capabilities.

• A practical, hands-on approach to addressing ambiguous operational challenges.

• Direct experience with Kantata or a similar Professional Services Automation (PSA) platform.

• Ability to convert business requirements into system workflows, data definitions, reporting needs, and automation opportunities.

• Extensive knowledge of revenue recognition processes and the necessary systems collaboration between Professional Services and Finance.

• Experience in integrating two or more service organizations, operating models, or systems, or leading operational transformation and maturity efforts.

• Proven track record of enhancing PS attachment, deal structuring, account planning, or services engagement in the sales cycle.

• Familiarity with partner, channel, or client-funded delivery models.

• Experience working in a distributed or fully remote organization.

🏝️ Benefits

• A range of benefits to support your health, financial stability, and overall well-being.

• Flexible Paid Time Off.

• Team Member Resource Groups.

• Equity Compensation and Employee Stock Purchase Plan.

• Growth and Development Fund.

• Parental Leave.