PS Operations Manager

Accountabilities

• Professional Services systems administration: Own and optimize the Cloud Coach Professional Services Automation (PSA) platform and related tools, managing configurations, workflows, user access, project templates, and resource settings.

• Systems optimization and support: Maintain data integrity, troubleshoot system issues, support end users, and coordinate with IT, Salesforce administrators, and external vendors on enhancements and integrations.

• Automation and documentation: Identify opportunities to use automation, AI, and technology to reduce manual work and improve system adoption. Maintain system documentation, standard operating procedures, and user training materials.

• Resource management and capacity planning: Lead resource planning and allocation processes, aligning team capacity with project requirements, skills, availability, and delivery timelines.

• Workforce planning: Maintain forward-looking capacity plans, monitor demand and utilization, identify scheduling conflicts and staffing risks, and develop solutions to improve resource allocation.

• Operational reporting and performance management: Build and maintain dashboards, KPIs, and reports covering utilization, billable capacity, project backlog, staffing, delivery milestones, productivity, and overall operational performance.

• Forecasting and business insights: Partner with Finance and Professional Services leadership on forecasting, business reviews, and operational planning. Translate data into actionable recommendations while ensuring reporting accuracy and consistency.

• Process improvement: Evaluate and standardize workflows across project setup, scheduling, resource allocation, tracking, and reporting to improve accountability, efficiency, and scalability.

• Cross-functional collaboration: Strengthen coordination between Sales, Professional Services, Finance, IT, Sales Operations, and broader customer experience teams to improve handoffs and operational alignment.

• Team leadership: Lead, coach, and develop PS Operations Specialists, establishing clear priorities, responsibilities, and performance expectations while overseeing day-to-day activities.

• Strategic operational partnership: Work closely with leadership to identify challenges, recommend solutions, drive continuous improvement, and support wider business transformation initiatives.

Requirements

• At least 5 years of experience in Professional Services Operations, Resource Management, Business Operations, or a related function, preferably within a SaaS or enterprise software environment.

• Hands-on experience administering, configuring, or managing Professional Services Automation platforms or comparable enterprise business applications.

• Demonstrated knowledge of system configuration, workflow management, data governance, reporting, and end-user support.

• Experience with Professional Services resource planning, utilization management, capacity forecasting, or project operations.

• Strong analytical skills and the ability to interpret operational data and translate findings into practical business recommendations.

• Proven ability to improve processes, systems, and reporting within a growing or complex organization.

• Proficiency with Excel and enterprise reporting and analytics tools.

• Strong problem-solving skills, with the ability to translate business requirements into effective system configurations and operational processes.

• Excellent project management, organizational, and prioritization skills, including the ability to manage multiple initiatives simultaneously.

• Strong communication and stakeholder management skills, with the ability to influence and collaborate across functions.

• Experience leading, coaching, or supervising team members, with the ability to balance immediate operational needs and long-term improvements.

• A proactive, independent approach, with a strong sense of ownership and the ability to drive initiatives through implementation.

Preferred qualifications:

• Direct experience administering Cloud Coach or a similar Salesforce-native PSA solution.

• Experience with Salesforce administration, configuration, or reporting.

• Experience supporting global or geographically distributed Professional Services teams.

• Familiarity with Professional Services financial and operational metrics, including utilization, backlog, capacity, and revenue forecasting.

• Experience integrating PSA platforms with CRM, finance, reporting, or resource management systems.

• Background in process automation, system enhancements, or operational transformation.

• Previous formal people management experience.

Benefits

• Base salary: Estimated starting base salary of $115,000+ USD. Final compensation depends on relevant skills, experience, qualifications, certifications, internal equity, and work location.

• Potential variable compensation: Eligibility for performance-based bonuses, commissions, or other incentive plans may be available, subject to applicable plan terms.

• Healthcare coverage: Benefits may include medical, dental, and vision insurance, subject to eligibility.

• Retirement benefits: Retirement plans may be available, subject to eligibility.

• Paid time off: Included as a potential benefit, subject to applicable policies and eligibility requirements.

• Fully remote work: The position is listed as fully remote within the United States.

• Career development: Opportunities for professional growth, learning, and career advancement.

• Collaborative culture: A supportive and meritocratic work environment that values innovation, open communication, trust, and teamwork.

• Employee-focused leadership: A culture that encourages autonomy, accountability, feedback, and collaboration across a global workforce.