Sr. Manager, Services Operations

Job Title : Sr. Manager, Professional Services OperationsDepartment : Professional ServicesLocation : Hybrid, 2 days a week in Boston OfficeManager : Rupali Sawhney, Senior Director, Professional ServicesSummary Description of PositionThe 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 ResponsibilitiesFacilitate communication and coordination between the services team and the sales team to ensure alignment on objectives and prioritiesSupport Account Executives and Customer Success Managers onboarding and continuing education by providing them with the tools, resources, and training needed to succeedCoordinate and support the development of high-quality client proposalsMaintain proposal templates and ensure consistency across all documentsCollaborate with sales and delivery teams to gather necessary informationCoach and assist in defining project scope, objectives, and deliverablesWork with subject matter experts to estimate resource requirements and timelinesIdentify potential risks and mitigation strategiesManage the project approval process, ensuring all necessary stakeholders are involvedTrack and follow up on pending approvals to maintain project timelinesMaintain documentation of approval decisions and rationalesCreate and standardize Statement of Work documentsEnsure SOWs accurately reflect project scope, deliverables, and termsCollaborate with legal and delivery teams to refine SOW language as neededTrack and report on resource utilization across projectsDevelop and maintain dashboards for real-time visibility into utilization ratesIdentify trends and provide recommendations for optimizing resource allocationMonitor and optimize the use of Quickbase Solution Providers (QSPs)Manage QSP onboarding, governance, and offboarding processesTrack QSP performance and provide feedback to improve service deliveryAssist in process improvement initiatives across the professional services organizationSupport capacity planning and resource forecastingContribute to the development and maintenance of best practices and standard operating proceduresEducationA Masters/Bachelor’s Degree in Business Administration or related field or equivalent work or military experience preferred.ExperienceProven experience successfully running an Operations department10+ years of experience in professional services operations or similar roleStrong analytical and problem-solving skillsExcellent organizational and time management abilitiesExperience with project management and resource planning tools (e.g., MS Project, Jira, Salesforce)Ability to work collaboratively in a fast-paced environmentDemonstrated excellence in verbal and written communication skillsRelevant experience in needs analysis, business justification & demonstrationSkillsStrategic planning and executionStrong leadership and team managementAdvanced forecasting and analysisProficiency in Microsoft Office suite, particularly Excel and PowerPointCapacity planning and resource managementOutsourcing management and vendor relationsProcess improvement and efficiency optimizationData analysis and reportingStakeholder management and collaboration

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