The Director, Professional Services Operations will provide an exceptional customer experience via streamlined processes, technology and collaborative business support on a global basis. This position will require experience and expertise in the ability to improve the organization through business process, analytics, automation and tracking. The ideal candidate will have a consulting background with the ability to track resources, project success and profitability, improve resource management, deployment and utilization, project operations administration, business operations and performance management. We are looking for a strategic thinker that can see the big picture, strive for ongoing improvement and thrive in a hyper-growth, dynamic environment.
Responsibilities:

• Partner with Professional Services senior leadership to establish strategic plans, operational & financial objectives to unlock productivity and accelerate execution
• Develop and drive improvements in onboarding and implementation methodology using delivery best practices tools and programs
• Develop standard operating model and improvement roadmaps, identifying opportunities for process and technology improvement and optimization including redesign, and development of new process and policies
• Drive the operational cadence for the group, develop, measure and track critical KPIs and present findings and actionable insight
• Drive the business performance management framework, incorporating financial and operational metrics that drive informed business decisions, identification of trends and recommendations to optimize performance
• Leverage business systems including SFDC and FinancialForce to deliver reliable, scalable and efficient solutions to support services objectives
• Maximize and optimize Services operations resources, aligning priorities and focus on highest value work; continuous refinement of roles and outcomes to best meet the needs of the business
• Act as conduit and change agent between the business and supporting teams
• Contribute to major initiatives across the Professional Services, Operations and Enablement teams
• Centralize SOW process and have oversight on scope projects, assist with creating SOWs and partnering with sales to enhance service revenue
• Resource management and capacity oversight
• Project monitoring and hygiene
• Oversight of customer escalations and red accounts
• Work closely with Engineering and Product Management in resolving product related implementation issues
• Responsible for meeting utilization and revenue and project level forecasting
• Optimize communication and ensure effective knowledge transfer and hand-offs to support post implementation.
• Design and deliver value-added strategic consulting offerings
• Other duties as assigned

Qualifications:

• 7+ years in an operations leadership role; bachelor's degree in business, operations or related
• Broad knowledge of professional services and the processes, challenges and business context associated with PS, based on experience in a variety of roles and functions
• Strong leadership, people development and influencing skills; able to build and lead
• Strong verbal and written communication and presentation skills and are equally adept in communicating upwards and downward and ability to work across groups and geographies
• Experience driving large and complex initiatives from framing the problem, conducting research and analysis to building business and operational plans through to driving execution to success
• History of operational excellence, exceptional analytical skills and execution abilities
• Resourceful, results-oriented and highly energetic
• Knowledge of business forecasting and performance management processes and approaches
• Ability to effectively work with tight schedules and fast paced environment
• Experience with Salesforce, PSA tools and complex Excel preferred
• Passion for customer success, empowering others and delivering value to customers
• Proficient with Microsoft Office Suite (Word, Excel, PowerPoint, and Project)
• Ability to travel both domestically and internationally