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Manager, Professional Services Operations

Seattle, WA, USA

This job was posted on:

September 3, 2020









$ - $



The Role

As a Manager of Operations, this role will oversee the strategy and delivery of Professional Services and Education team operations at Outreach. This will include leading and managing a team spanning across program management, team reporting & analytics, tools and technology, enablement, and resourcing. This is a demanding role that requires a proven track record of building strong teams and foundations to support fast-paced growth in a global Professional Services team. Success in this role means leadership that drives rapid development of programs to empower the greater team’s success.

This role reports to the VP Professional Services & Training.


Your Daily Adventures Will

  • Manage day-to-day Operations and project delivery within your team
  • Help build the practice and team to support massive global scale and growth
  • Develop methodologies and programs to support successful implementations across all customer segments
  • Define the Professional Services & Education processes and procedures that will enable our team to run cleanly and efficiently
  • Work with the team to ensure proper project planning, on time delivery, & high quality consulting through the use of reporting, tools and staffing oversight
  • Work with other leaders to ensure adequate coverage of projects across regions and to share best practices
  • Help ensure the team provides critical data each week such as updated project plans, time tracking, execution of change orders, execution of customer signoffs, and reporting of other key milestones
  • In partnership with the Resource Coordinator(s), analyze the team’s workload to ensure business help and adequate staffing on a weekly basis
  • Collaborate with Professional Services Leadership to grow the strategy and the teamCollaborate with peers in Sales Operations, CS Operations, Finance, and BI teams to develop cohesive programs that align cross-functionally
  • Deploy effective programs to support the scale and improvement of the Services & Education teams, including overseeing the team that will manage these key projects



  • Build integrated systems that support streamlined and automated processes from services sales through delivery and go live - to include pricing constructs, contract execution, project management formats and tools, reporting automation, education impact, profitability analysis and more
  • Develop strategies for technology needs that are streamlined and designed to take our team into the futureRecommend new technology that will further advance and automate how Outreach brings services and learning resources to our clients in a virtual environment
  • Oversight of contract negotiations and contracting with vendors


Enablement & Content

  • Build and oversee a services enablement program to ensure optimal onboarding, certification and ongoing training for team members and implementation partners
  • Partner with peers in similar teams to develop and maintain a streamlined and well-planned content-management strategy
  • Develop quality oversight programs to ensure high grade results across thousands of engagements per year


Reporting & Analytics

  • Ensure high quality consulting through the use of reporting, tools and staffing oversight
  • Oversee the development and maintenance of team reports, dashboards, and support the delivery of real-time reports and insights as needed
  • Provide strategic input on what services we build and bring to market
  • Manage reporting and oversight of Services Delivery KPIs Provide data-driven business insights to inform the Services team on strategic direction and areas for opportunity


Basic Qualifications

  • 10+ plus years of experience in a related field (professional services, sales ops, project management, Saas)
  • A deep understanding of Professional Services & Education in a SaaS environment
  • Experience leading content management streamlining efforts and best practicesKnowledge of and experience in developing and maintaining content libraries and innovative resources that support implementation and training needs
  • Experience building a Services Operations function for long-term scale
  • Experience building a cohesive and collaborative team focused on supporting a global Services team
  • A background in Reporting & Analytics
  • Experience developing and delivering internal and partner enablement & certification programs
  • A proven track record of internal program management with effective and measurable outcomes
  • Experience within SaaS applications that support large scale business processes
  • Experience in helping direct reports improve through coaching, feedback, and reviews
  • Experience in setting and measuring team KPIs and results
  • A proven track record of improving processes, methodologies, programs or frameworks that improved team performance
  • Ability to inspire internal stakeholders and team members to change and adopt new practices
  • A passion for designing operational excellence 
  • A proven self-starter with the ability to come up to speed on complex, difficult concepts with minimal assistance
  • Experience with report and analytics design including proven success in the development and maintenance of Services dashboards
  • Experience in related business tools such as SFDC, Contracting/SOW technology, PSA platforms, Tableau, Content platforms, LMS platforms, Survey tools such as Qualtrics, data warehousing, and general office systems


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