Sr. Manager, Service Operations

About the role

This role focuses on optimizing the operational framework for our global professional services. You will be instrumental in refining processes that support revenue generation and ensuring efficient service delivery. Your work will directly contribute to the company's growth by enhancing how we manage client engagements.

Key facts

What you'll do

• Enhance and refine the processes involved in generating revenue from client services.
• Guide a team of specialists responsible for daily operational tasks, including monthly revenue recognition and managing service agreements.
• Collaborate with teams to improve our Professional Services Automation (PSA) system and related workflows.
• Develop and maintain operational standards for our service delivery teams.
• Identify and resolve operational challenges to improve efficiency for both delivery and sales teams.
• Support sales and presales efforts by assisting with service scoping, quoting, and statement of work (SOW) creation.
• Establish consistent processes for generating SOWs to speed up and standardize sales cycles.
• Manage potential risks and escalations related to service deployments.
• Create reports on resource availability and utilization, providing insights to meet future demand.
• Act as a collaborative partner across various departments within the company.

Requirements

• A minimum of 7 years of experience in finance or operations within Software as a Service (SaaS) companies.
• Proven experience with system implementations and improvement projects.
• Strong familiarity with Professional Services Automation (PSA) tools and enterprise resource planning (ERP) systems, including NetSuite.
• A solid understanding of professional services operations, best practices, and process optimization.
• Practical operational skills and experience working with IT and systems teams to implement changes.
• The ability to clearly explain complex subjects in a straightforward manner.
• Comfort working in a dynamic, high-growth environment and facilitating change.
• A proactive and independent approach to work, with the capacity to delegate tasks.

Skills & tools

• Professional Services Automation (PSA) tools
• NetSuite
• Finance operations
• SaaS operations

Practical notes

• Salary range: $135,000 - $172,500 USD
• This role is eligible for a market-competitive incentive.
• Benefits include employer-subsidized medical, vision, and dental coverage, 401k match (50% up to 6%), monthly work stipend, flexible time off, company-paid life and disability insurance, 12 paid holidays, up to 24 weeks of parental leave, a paid volunteer day, and access to professional development resources like Udemy.
• Employees receive company-funded perks such as counseling services and local retail discounts.
• Teleworking is available from any registered U.S. location.