Amplitude

Operations Manager, Professional Services

Amplitude

full-time

Posted on:

Location Type: Remote

Location: Remote • Illinois, Washington • 🇺🇸 United States

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Job 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 ​M​edical, ​D​ental and ​V​ision insurance coverages, with 100% employer-paid premiums for employee ​M​edical, ​D​ental,​ ​​​​​​​​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

Applicant Tracking System 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