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Job Title: Sr. Manager, Professional Services Operations
Department: Professional Services
Location: Hybrid, 2 days a week in Boston Office
Manager: Rupali Sawhney, Senior Director, Professional Services
Summary Description of Position
The Manager of Professional Services Operations will be detail-oriented and highly organized and have a successful track record in managing an operations team. This role is crucial to ensure the efficiency and effectiveness of our services delivery across multiple functions by coordinating with sales, leading the intake of new services efforts, and overseeing the outsourcing of services engagements to Partners.
As a Sales Liaison, the Manager of Professional Services Operations will be leading the efforts in developing accurate sales forecasts and providing essential support and training to Account Executives. For Services Intake, this role is responsible for guiding the scoping team with project estimation, approvals, and Scope of Work (SOW) and Project Change Request (PCR) generation, managing capacity forecasting to align resources with demand, and guiding outsourcing efforts to maintain quality and operational efficiency.
Key Responsibilities
- Sales Liaison
- Facilitate communication and coordination between the services team and the sales team to ensure alignment on objectives and priorities
- Support Account Executives and Customer Success Managers onboarding and continuing education by providing them with the tools, resources, and training needed to succeed
- Proposal Management
- Coordinate and support the development of high-quality client proposals
- Maintain proposal templates and ensure consistency across all documents
- Collaborate with sales and delivery teams to gather necessary information
- Project Scoping
- Coach and Assist in defining project scope, objectives, and deliverables
- Work with subject matter experts to estimate resource requirements and timelines
- Identify potential risks and mitigation strategies
- Project Approvals
- Manage the project approval process, ensuring all necessary stakeholders are involved
- Track and follow up on pending approvals to maintain project timelines
- Maintain documentation of approval decisions and rationales
- SOW Generation
- Create and standardize Statement of Work documents
- Ensure SOWs accurately reflect project scope, deliverables, and terms
- Collaborate with legal and delivery teams to refine SOW language as needed
- Utilization Metrics
- Track and report on resource utilization across projects
- Develop and maintain dashboards for real-time visibility into utilization rates
- Identify trends and provide recommendations for optimizing resource allocation
- QSP Utilization
- Monitor and optimize the use of Quickbase Solution Providers (QSPs)
- Manage QSP onboarding, governance, and offboarding processes
- Track QSP performance and provide feedback to improve service delivery
- Additional Operational Support
- Assist in process improvement initiatives across the professional services organization
- Support capacity planning and resource forecasting
- Contribute to the development and maintenance of best practices and standard operating procedures
Education
- A Masters/Bachelor’s Degree in Business Administration or related field or equivalent work or military experience preferred.
Experience
- Proven experience successfully running an Operations department
- 10+ years of experience in professional services operations or similar role
- Strong analytical and problem-solving skills
- Excellent organizational and time management abilities
- Experience with project management and resource planning tools (e.g., MS Project, Jira, Salesforce)
- Ability to work collaboratively in a fast-paced environment
- Demonstrated excellence in verbal and written communication skill
- Relevant experience in needs analysis, business justification & demonstration
Skills
- Strategic planning and execution
- Strong leadership and team management
- Advanced forecasting and analysis
- Proficiency in Microsoft Office suite, particularly Excel and PowerPoint
- Capacity planning and resource management
- Outsourcing management and vendor relations
- Process improvement and efficiency optimization
- Data analysis and reporting
- Stakeholder management and collaboration
- Quickbase skills a plus
Travel Required: Yes, up to 20%
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.
