Operations Manager, Professional Services
Amplitude
Professional Services Operations Manager
Amplitude
full-time
Posted on:
Location Type: Remote
Location: Remote • Colorado • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- 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 to maximize available capacity to staff customer engagements, including ensuring timesheet compliance, maintaining services capacity model with Professional Services and FP&A leadership, leading weekly PS Assignment calls, enforcing utilization metrics, improving estimates vs. actuals accuracy, and supporting monthly timesheet reconciliation with Finance
- Own recurring processes for the Professional Services business, including weekly production of the Professional Services forecast report (new bookings, renewals, expansion, and attach rate), audits of Salesforce and PSA data, assignment of internal resources in the PSA, and early identification of need for subcontracted resources
- Support and manage subcontractor process as it relates to PS team capacity and work with Procurement and Professional Services leadership 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 professional services operational cadence
- Actively participate in the end-to-end execution of annual planning process including ownership of the 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)
- Mentorship programs, management training, and wellness initiatives
- Charitable giving grant and paid volunteer time off
- Role eligible for equity, benefits and other forms of compensation
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
resource managementprocess improvementstimesheet compliancecapacity planningdata analysisreport creationdashboard creationProfessional Services Automation (PSA)Kantata-Mavenlink PSA toolsubcontractor management
Soft skills
customer service orientationexecution skillsproblem-solvinginterpersonal skillscommunication skillscollaborationself-starter mentalitycuriosityprioritizationpresentation skills
