Operations Manager - Professional Services

At Levata, we believe in making your journey with us seamless, impactful, and filled with opportunities to elevate your potential. As we think big, we enable what's next by leveraging our knowledge of what's possible today. Join a team where complexity doesn't mean confusion but rather a deep dive into understanding, surfacing with clear options and recommendations.

About the Role

The Operations Manager is responsible for leading the day-to-day operations of the Professional Services support team, including Project Management and Client Services. This role is accountable for ensuring projects are planned, coordinated, and executed efficiently, operational commitments are feasible, and issues are driven through resolution while delivering an exceptional customer experience. The Operations Manager provides leadership, coaching, and operational oversight to the team while driving consistency in project execution, customer communication, documentation, and cross-functional collaboration. Owns the operating rhythm for the team and partners closely with Sales, Purchasing, Accounting, Warehouse, Engineering, and Field Services to ensure projects move seamlessly from sales through completion, with clear ownership at each handoff.

Responsibilities

• Team Leadership: Lead, coach, and develop the Project Managers and Client Services team. Establish clear performance expectations and foster a culture of accountability and continuous improvement. Conduct regular one-on-one meetings, performance reviews, and coaching sessions. Support hiring, onboarding, and training of new team members. Balance workloads and assign responsibilities based on capacity, skills, priorities, and customer commitments to maximize efficiency and customer service.
• Serve as the primary operational escalation point and drive customer and operational issues through resolution across functional boundaries, with clear ownership and follow-up.
• Develop cross-training and backup coverage to improve team flexibility, accountability, and business continuity.
• Project Operations: Oversee the daily coordination and execution of customer implementation projects. Ensure projects progress efficiently from project kickoff through completion. Own the end-to-end operational health of customer projects, proactively identifying and resolving handoff, scheduling, resource readiness, purchasing, execution, billing-readiness, and closeout exceptions.
• Monitor project schedules, milestones, deliverables, resource constraints, and dependencies to proactively identify and resolve potential delays.
• Ensure customer communications remain timely, professional, and consistent throughout the project lifecycle.
• Review project documentation to ensure accuracy, completeness, and compliance with company standards.
• Partner with Project Managers and cross-functional leaders to resolve escalated customer, scheduling, or operational issues, with clear owners, due dates, and follow-up through closure.
• Client Services Operations: Oversee the preparation and accuracy of Statements of Work (SOWs), project quotations, and project documentation, including service assumptions, scope, resource requirements, and operational feasibility.
• Ensure projects are accurately transitioned from Sales into Operations with complete scope, ownership, requirements, timelines, and dependencies.
• Partner with Sales and delivery leaders to validate operational feasibility, resource capacity, timelines, and delivery assumptions before significant customer commitments are made.
• Monitor reporting, project and order records, system data, and customer documentation for completeness and accuracy.
• Ensure operational processes support a seamless customer experience from project initiation through closeout. Monitor project administrative and financial readiness, including purchase orders, change orders, cost and quote alignment, billing readiness, and exceptions that could delay execution or invoicing.
• Operational Excellence: Monitor team performance, workload distribution, and operational effectiveness. Establish and lead a regular operating cadence to review workload, project status, aging items, resource constraints, customer risks, operational exceptions, and required follow-up.
• Identify opportunities to improve workflows, operational efficiency, and customer experience. Establish, document, implement, and enforce standard work, including clear owners, handoffs, service expectations, escalation paths, and backup coverage.
• Define, track, and act on meaningful operational metrics that identify workload, aging items, delivery risk, capacity constraints, process exceptions, and customer impact; provide clear reporting to leadership.
• Support the implementation of new systems, tools, and operational best practices, and ensure the team's operational data is timely, accurate, and complete.
• Lead continuous improvement and root-cause analysis on recurring operational failures, ensuring corrective actions are