Sr. Manager, Service Operations

About the Opportunity

For over 20 years, the company has empowered teams to manage work seamlessly and scale solutions smarter. Now, in its most ambitious chapter yet, the organization is uniting human teams with AI agents. By orchestrating the work agents do best, automating manual tasks and uncovering insights at scale, the company creates the space for people to focus on what truly matters: judgment, creativity, and big thinking. That is magic at work, and it’s what the team shows up for every day. The company transforms work into dynamic work, unifying collaboration, workflows, and content management into a single flexible, secure, scalable, no-code platform that gives everyone the ability to continuously make an impact— so the enterprise, organizations, and teams can compete in a transformed world.

The Revenue Operations team is looking for a strategically driven Senior Manager of Professional Services Operations to support the daily operations of the global professional services business. This role will work closely with the Sr. Director of Customer Operations to oversee essential operations processes, revenue management, and manage the reporting/forecasting of important metrics such as bookings and revenue. Partnering with the line-of-business leaders across services, sales, finance, systems, and other supporting functions, this role will help guide the strategic direction of the quote-to-revenue process and analytics, and daily operations to support global revenue growth. This role will report to the Senior Director of Customer Operations.

Key Responsibilities

• Support the evolution and transformation of the quote-to-revenue operations, providing the framework for the business to achieve essential success metrics
• Lead a team of services operations specialists responsible for supporting daily processes, including month end revenue, invoicing in the PSA and performing SOW Redlines
• Partner with the operations excellence team to implement ongoing improvements to the quote-to-revenue process and Professional Services Automation (PSA) system
• Establish and oversee business process standards that help the services delivery teams engage with customers
• Actively identify operational issues and design solutions to make business flow better for the PS delivery and sales teams
• Partner with the presales and sales teams to support services scoping, estimation, and statement of work (SOW) development, driving accurate quoting and healthy services attach throughout the deal cycle
• Establish scoping standards and SOW generation processes that improve quote velocity and consistency across the global services sales motion
• Assess deployment risks, anticipate challenges, and provide escalation management when necessary
• Collaborate with key stakeholders and operation partners to develop ongoing reporting of resource capacity, billable utilization, and providing insights and strategies to support forecasted demand
• Become a trusted and proactive partner across many different teams within the organization

Required Qualifications

• 7+ years of experience working in finance or operations roles within SaaS organizations
• Experience in implementations and enhancement projects
• Excellent working knowledge of PSA (Professional Services Automation) tools and ERP systems
• Knowledge of how professional services organizations work, best practices and how to optimize processes
• Hands on operational skill and experience collaborating with IT/Systems teams to push through system changes
• A highly developed ability to investigate, articulate, and translate complex topics into simple ones
• Comfortable working in fast-paced, high-growth environments and be able to help facilitate change
• Curious, independent and proactive, with the ability to delegate as needed

Benefits

• Employer subsidized medical/vision and dental coverage for full-time employees
• 401k Match to help save for your future
• Monthly stipend to support work and productivity
• Flexible Time Away Program, plus Sick Time Off
• US employees are automatically covered under sponsored life insurance, short-term, and long-term disability plans
• US employees receive 12 paid holidays per year
• Up to 24 weeks of Parental Leave
• Personal paid Volunteer Day to support the community
• Opportunities for professional growth and development including access to online courses
• Company Funded Perks, including a counseling membership, local retail discounts, and a personal account for the company's platform
• Teleworking options from any registered location in the U.S. (role specific)

Pay

US Base Salary Pay Range: $135,000—$172,500 USD. Actual compensation is determined by several factors including, but not limited to, level of professional, educational experience, skills, and specific candidate location. In addition, this role will be eligible for a market competitive incentive opportunity.