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About the role
Key responsibilities & impact- Lead services forecasting and capacity planning to align resource supply with customer demand
- Drive resource utilization and margin optimization, identifying opportunities to improve efficiency and profitability
- Own professional services process design and optimization, including standardization and continuous improvement of delivery workflows
- Establish services pipeline visibility and backlog management, ensuring proactive planning and prioritization across teams
- Develop and maintain services performance reporting, including dashboards and KPIs to support data-driven decision-making
- Manage billing operations and escalations, ensuring timely, accurate invoicing and resolution of customer disputes
- Identify and mitigate revenue leakage risks across the services lifecycle (from booking to billing)
- Own and optimize PS 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 to close process gaps and drive durable solutions – not just recommendations
- Drive change management and enablement for new processes, tools, and operational initiatives
- Continuously improve customer and internal experience by reducing friction in services engagement and delivery
Requirements
What you’ll need- 8+ years of experience in Professional Services, Operations, or related roles
- Strong understanding of services business models, including utilization, revenue recognition, and margin drivers
- Proven experience in forecasting, capacity planning, and operational process improvement
- Advanced analytical skills with experience building models and dashboards, using data to influence decisions
- Excellent cross-functional collaboration and stakeholder management skills
Benefits
Comp & perks- A Professional Development Budget
- Dedicated Wellness Days and Wellness Week
- A Lifestyle Spending Account
- An Employee Recognition Program
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
forecastingcapacity planningoperational process improvementdata analysisdashboard creationKPI developmentbilling operationsrevenue recognitionmargin optimizationutilization tracking
Soft Skills
cross-functional collaborationstakeholder managementchange managementproblem-solvingcommunicationleadershiporganizational skillscustomer experience improvementprocess designcontinuous improvement