Operations Manager, Solution Engineering & Services

About the role

As the Operations Manager for Solution Engineering and Services, you will be instrumental in refining and enhancing the operational processes within our global organization. Your primary focus will be on managing both financial and resource components to ensure the Professional Services division operates smoothly and efficiently. This role is vital for driving operational excellence and supporting our commitment to delivering high-quality services.

Key facts

What you'll do

• Spearhead the development and deployment of AI-driven agents and automated workflows aimed at minimizing repetitive tasks within Professional Services.
• Assess and recommend innovative AI tools that can improve overall operational efficiency and effectiveness.
• Oversee the integration of key systems such as Salesforce, Rocketlane, SAP, and Jira, ensuring data transfer and communication.
• Design and create dashboards that aid in strategic decision-making, collaborating closely with leadership in both Solution Engineering and Professional Services.
• Conduct systematic reviews of pipeline metrics, capacity, and delivery health to ensure optimal performance.
• Manage demand forecasting within Salesforce, analyzing pipeline indicators and service attachment rates to inform resource planning.
• Partner with Finance and Revenue Operations to pinpoint service drivers and proactively mitigate any operational constraints.
• Ensure the precision of invoicing and revenue recognition processes within SAP, promptly addressing any discrepancies that may arise.
• Support milestone billing procedures to synchronize delivery milestones with financial timelines effectively.
• Develop and sustain a comprehensive capacity model that spans across various Professional Services roles and geographic regions.
• Oversee resource allocation in Rocketlane, ensuring that project staffing is optimized for efficiency and effectiveness.
• Track utilization targets and identify potential risks associated with resource allocation and project delivery.
• Collaborate in the development of project health metrics within Rocketlane, including tracking milestones and comparing budgets.
• Standardize workflows for the transition from pre-sales to delivery and establish clear change control processes.
• Create templates and checklists to reduce ambiguity and minimize the need for rework, enhancing overall productivity.

Requirements

• At least 5 years of experience in Operations, Business Operations, Program Operations, or Professional Services Operations, preferably in a SaaS environment.
• Proven track record in establishing operational rhythms, conducting capacity planning, and executing forecasting for Professional Services.
• Experience in managing dashboards and effectively communicating operational narratives.
• Familiarity with Rocketlane or similar Professional Services Automation tools for managing resources and tracking projects.
• Demonstrated ability to design and implement workflow automations using tools like n8n, Zapier, or comparable platforms.
• Practical experience with AI agents in operational settings, including timecard automation and monitoring project health.
• Understanding of invoicing and revenue recognition processes, with hands-on experience using SAP or similar ERP systems.
• Strong analytical capabilities, with the ability to integrate various systems into a unified operational framework.
• Comfortable working with data analysis and adept at transforming complex datasets into actionable insights.
• Excellent communication skills, with the ability to present information clearly and concisely to executive stakeholders.

Nice to have

• Knowledge of Jira workflows, ticket taxonomy, and SLA governance principles.
• Experience in supporting Solution Engineering teams in conjunction with Professional Services.
• Familiarity with conversational AI technologies and strategies for deploying enterprise software.

Practical notes

Parloa is an e-verify employer in the USA. We are dedicated to upholding high standards of data protection and ensuring compliance with GDPR and ISO regulations.

Salary Range

$150,000 - $175,000 USD

Why Parloa?

At Parloa, we are transforming the customer experience landscape by creating AI that not only responds but also understands and acts on customer needs. Our technology is trusted by leading global brands, and we are committed to making every interaction meaningful and beneficial. We prioritize ownership, accountability, and a solution-oriented mindset among our team members. As we continue to expand, we maintain a dynamic environment where contributions are acknowledged from the very beginning. Supported by prominent investors, we strive to lead the market in enterprise-grade conversational AI solutions.