Senior Manager, Professional Services Operations - North America

View full description

Requirements:

• 9+ years of progressive experience in professional services operations or similar role
• 5+ years of leadership experience managing global teams
• Proven track record of scaling PS operations in high-growth companies
• Strong financial acumen with P&L management experience
• Deep expertise in PSA systems automation tools and systems
• Excellence in stakeholder management and executive communication
• Global business experience with an understanding of regional markets

Responsibilities:

• Drive the strategic direction and operational framework for PS Organization globally
• Partner with PS leadership to develop and execute multi-year strategic plans aligned with company objectives
• Lead organizational design and scaling initiatives across all PS functions
• Establish and oversee global operational standards, metrics, and best practices
• Drive strategic decision-making through data-driven insights and efficiency analysis
• Own end-to-end PS operations including sales, delivery, resource management, financial performance, and business processes
• Lead digital transformation initiatives to modernize PS operations and enhance scalability
• Design and implement innovative solutions for service delivery optimization
• Drive continuous improvement in operational efficiency, profitability, and customer satisfaction
• Develop strategic KPIs and ensure reporting visibility for PS organization
• Own PS P&L responsibilities including revenue forecasting, budget management, and financial planning
• Inform optimization for PS offerings globally including business model, contracting, GTM, and delivery operations
• Lead annual planning process including headcount, revenue targets, and investment strategies
• Manage complex financial modeling and scenario planning for strategic initiatives
• Partner with Finance to optimize PS business model and improve profitability
• Build and lead a high-performing global operations team
• Oversee multiple operational functions including Strategy, Resource Management, Tools & Systems, Analytics, and Process Excellence
• Drive talent development and business continuity across PS Operations
• Foster a culture of innovation, accountability, and continuous improvement
• Provide mentorship and career development for team members
• Lead the PS technology strategy including evaluation, implementation, and optimization of key systems
• Drive automation and integration initiatives across the PS tech stack with IT
• Own the roadmap for PS operational tools and platforms
• Establish governance framework for process standardization and quality management
• Lead change management for major operational transformations