Job Summary

The Director, 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.

Roles and Responsibility (list in order of importance)

• Partner with Customer Team Operations and Professional Services senior leadership to establish strategic plans, operational & financial objectives to unlock productivity and accelerate execution
• 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 to leadership
• 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 – including Sales Operations, Finance and Center of Excellence.
• 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
• Other duties as assigned

Required Qualifications

Years of Experience in Related Field: 7+ years in an operations leadership role

Education: Bachelor's degree in business, operations or related area

Technical/Specialized Knowledge, Skills, and Abilities:

• 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
• Passion for customer success, empowering others and delivering value to customers
• Proficient with Microsoft Office Suite (Word, Excel, PowerPoint, and Project)

Other:

• Ability to travel domestically

Preferred Qualifications

• Experience with Salesforce, PSA tools (FinancialForce) and advanced Excel preferred

Working Conditions

Work is primarily sedentary in nature; no special demands required.