Professional Services Operations Manager
Amplitude
Operations Manager, Professional Services
Amplitude
full-time
Posted on:
Location Type: Remote
Location: Remote • Illinois, Washington • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Serve as Process Owner to the Professional Services pillar for thought partnership, strategy, planning, analytics, operations, systems, and process improvement
- Report to the Sr. Director, Customer Success Strategy and Operations and future-proof the Professional Services organization by designing scalable processes
- Partner with regional professional services leaders to identify and drive process improvements and ensure successful implementation of new programs
- Support practice management and resource management in maximizing available capacity to staff customer engagements, including ensuring timesheet compliance (completion, approvals)
- Partner with Professional Services leadership and FP&A to maintain services capacity model
- Lead weekly PS Assignment calls
- Assist the team in adhering to strict utilization metrics and improve estimates vs. actuals accuracy
- Support the monthly timesheet reconciliation process with Finance
- Own recurring processes for the Professional Services business including weekly production of the Professional Services forecast report (new bookings, renewals, expansion, attach rate)
- Conduct audits of Salesforce and PSA data to ensure operational excellence in our CRM
- Manage assignment of internal resources in the PSA and early identification of need for subcontracted resources
- Support and have awareness of the subcontractor process and work with Procurement to create and manage purchase orders for subcontractors
- Ensure accuracy of data, reports, and dashboards to provide data-driven insights on KPIs and standardized business metrics to aid revenue and budgetary goals
- Ensure effective use and adoption of the PSA solution for time tracking and capacity planning across the PS organization including leadership
- Look for opportunities to incorporate AI and automation into the professional services operational cadence
- Actively participate in the end-to-end execution of annual planning process, owning professional services team capacity plan, headcount, utilization, and goal planning against business metrics
Requirements
- Experience in building and maintaining effective working relationships with coworkers, managers, and employees, working effectively in a global team environment with shared responsibilities
- Execution and customer service oriented skills, able to effectively prioritize and complete stakeholder deliverables on-time and drive outcomes
- Previous experience with the Kantata-Mavenlink PSA tool
- Other post-sales operations experience
- At least 5 years of demonstrated progressive experience with professional services operations and/or resource management
- 2+ years of experience as a system administrator (or similar) for a Professional Services Automation (PSA) tool
- Proven track record of creating reports and dashboards and establishing valid datasets from multiple disparate data sources
- Excellent verbal and written communication skills and the ability to communicate ideas visually and create and conduct internal presentations
- Problem-solving mentality and positive attitude towards the change that comes with working at a rapidly growing company
- Strong interpersonal skills with the ability to convey and relate ideas to others and work in a collaborative and cross-functional environment
- Curiosity about how AI and automation can be leveraged in Professional Services Operations
- A self-starter mentality and the ability to work independently and as part of a distributed team
Benefits
- Excellent Medical, Dental and Vision insurance coverages, with 100% employer-paid premiums for employee Medical, Dental, Vision on select plans
- Flexible time off, paid holidays, and more
- Generous stipends to spend on what matters most to you, whether that’s wellness (monthly), commuter transit/parking (monthly), learning and development (quarterly), home office equipment (annual), and much more
- Excellent Parental benefits including: 12-20 weeks of Paid Parental Leave, Carrot Fertility Benefits/Adoption/Surrogacy support, Back-up Child Care support
- Mental health and wellness benefits including no cost employee access to Modern Health coaching & therapy Sessions and high quality physician office experience via One Medical membership (select U.S. locations only)
- Employee Stock Purchase Program (ESPP)
- This role is eligible for equity, benefits and other forms of compensation
- Company sponsored 401(k) retirement plan (mentioned for Washington state hires)
- Unlimited PTO (mentioned for Washington state hires)
- Mentorship programs, management training, and wellness initiatives
- Charitable giving grant and paid volunteer time off
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
process improvementresource managementtimesheet compliancecapacity planningdata analysisreport creationdashboard creationProfessional Services Automation (PSA)Kantata-MavenlinkAI and automation
Soft skills
relationship buildingexecution orientationcustomer serviceproblem-solvingcommunicationcollaborationself-starter mentalityadaptabilityprioritizationpresentation skills
