Job Description: As the Director of Operations for our Professional Services team, you will be responsible for overseeing our operational cadence, enhancing service delivery tracking and reporting, and ensuring the allocation of resources to achieve our business goals. You will collaborate with cross-functional teams such as Sales, Success, Support, Product and Marketing to improve internal operational workflows so that teams can engage, interact and execute easily and efficiently. Lastly, you will work hand-in-hand with the VP of Professional Services in driving our most strategic initiatives, fostering a culture of continuous improvement and advancing service delivery excellence.

Who you're committed to being: * You enjoy learning and are open to new ways of doing things. * You are not afraid to be yourself, experiment, make mistakes and learn from them, ask questions, or voice your concerns. * When communicating you are self-aware, insightful, and proactive. * You believe in continuous improvement and request frequent feedback from others.

What you'll do:

Leadership and Strategy - 15% * Strategic Leadership: Develop and execute operational strategies that align with the overall business objectives and enhance service delivery efficiency. * Support ProServ Leadership Team: Act as a strategic partner for ProServ Leadership motions such as ProServ All Hands, Leadership OnSites, Annual Team OffSite, QBRs, and annual planning. * Team Management: Lead and mentor a team of operations professionals, fostering a high-performance culture through coaching * and development.

Delivery Cadence and KPIs - 40% * Project Tracking: Implement and manage project tracking through systems, tools and processes such that all committed ProServ services can be accurately tracked, reported, escalated and measured. Key metrics include time to value, timeliness, effort, and quality/CSAT. * Resource Allocation and Capacity: Oversee assignment and allocation of resources across all ProServ projects, balancing customer needs, resource preferences and capacity constraints. * Data Analysis: Create and maintain dashboards of operational data to monitor performance metrics, identify trends, generate reports, and provide insights for decision-making.

Internal and Cross-Functional Process Improvement - 30% * Process Optimization: Identify opportunities for process improvements and implement best practices to streamline ProServ operations and improve internal and external customer outcomes. * Cross-Functional Process Improvement: Collaborate with RevOps, Sales, Customer Success, Customer Support, Product, and Marketing teams to evaluate and improve cross-functional processes. Ensure processes are simple, aligned with company workflows, automated where possible, well documented, properly enabled, and supports a cohesive customer experience.

Day-to-Day Operational Effectiveness - 15% * Documentation and Process Repository: Develop and maintain ProServ documentation and process repository in Confluence, HighSpot and GDrive. * Utilization and Timecards: Ensure timely submission of weekly timecards from all ProServ delivery personnel. Create utilization dashboards and reporting. * Training and Systems Support: Assist in onboarding new team members. Act as a systems and tools liaison between ProServ and IT/RevOps.

Experience you'll bring: * 5+ years of experience in operations, project management, implementation or a similar role, preferably within Professional Services at a SaaS or technology company * Proven track record of driving operational excellence * Strong analytical and problem-solving skills, with proficiency in data analysis and reporting * Exceptional communication and interp ersonal skills, with the ability to influence and collaborate effectively at all... For full info follow application link.