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Director, Services Operations

| Greater LA Area

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
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • RubyLanguages
    • SqlLanguages
    • ReactLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • OracleDatabases
    • BasecampManagement
    • ConfluenceManagement
    • JIRAManagement
    • SalesforceCRM
    • MarketoLead Gen

Location

BlackLine’s headquarters feature open work stations, informal lounge areas, a game room, a music room, quiet pods, training areas, and more.

What are BlackLine Perks + Benefits

BlackLine Benefits Overview

BlackLine believes in providing the best possible service to its clients, and that starts with offering amazing perks to its employees. These perks include 100% coverage for healthcare, vision, and dental, 401(k) matching, food, drinks, games, and so much more!

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Highly diverse management team
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
At BlackLine, we feel that paying 100% of our employees’ health benefits is 100% the right thing to do. Medical, dental, and vision are taken care of by the company.
Life Insurance
Pet Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
BlackLine provides employees with a 401(k) matching plan.
Employee Stock Purchase Plan
BlackLine offers and Employee Stock Purchase Plan with the ability to buy stock at a discounted price.
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Perks & Discounts
Casual Dress
Company Outings
BlackLine hosts company outings several times per year.
Game Room
Our game room includes Ping Pong, Pool Table and Video Games.
Stocked Kitchen
Some Meals Provided
Parking
We offer employees free on-site garage parking.
Professional Development Benefits
Job Training & Conferences
Diversity Program
Promote from within
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

We’re better together and know that amazing individuals make amazing teams. We also know that we bond through socializing and shared experiences. That’s how teams gel and support each other.

So, we like to play games together: table tennis, poker, and video games. We encourage company sports leagues and fitness groups. We relax with happy hours and team get-togethers, and we never let a holiday season go by without a celebration.

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