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Parloa is an agentic AI platform that powers enterprise customer experience at scale, having processed over one billion customer interactions for brands like Booking.com, HealthEquity, Allianz, and SAP.
As Operations Manager for Solution Engineering & Services, you will be the operating system for a global organization spanning Solution Engineering and Professional Services. This role combines business operations rigor with professional services delivery expertise, owning the financial and resource engine that keeps the PS business predictable and scalable.
Key responsibilities include:
**AI & Automation:** Design and deploy AI agents and workflow automations to eliminate manual, repetitive work across PS. Evaluate emerging AI tooling and agentic capabilities, bringing proposals grounded in measurable efficiency gains.
**Systems Integration & Analytics:** Own the integration layer between Salesforce, Rocketlane, SAP, Jira, and reporting tools. Build decision-driving dashboards and become the operational partner to SE and PS leadership.
**Operational Cadence:** Build and run weekly/monthly/quarterly rhythms including pipeline and capacity reviews, delivery health assessments, KPI reviews, and QBR support.
**Forecasting & Planning:** Own PS demand forecasting in Salesforce, including pipeline signals and services attach rates. Maintain forecast accuracy as a tracked, trusted metric reviewed at executive level. Partner with Finance/RevOps on services drivers and proactively call out constraints.
**Financial Operations:** Manage invoicing workflows and revenue recognition accuracy in SAP. Support milestone billing triggers and ensure alignment between delivery milestones and finance timelines.
**Capacity & Resource Management:** Build and maintain end-to-end capacity models across PS roles and regions (utilization, bench, skill coverage, hiring needs). Own resource planning and allocation in Rocketlane. Track utilization targets and surface over/under-allocation risks.
**Process Standardization:** Standardize pre-sales to delivery handoffs, scoping to SOW inputs, and change control workflows. Build templates and checklists that reduce ambiguity and prevent rework.
You'll work with Salesforce, Rocketlane, SAP, Jira, Databricks, Swarmia, Elvance, n8n, and Zapier.
Required: 5+ years in Ops/BizOps/Program Ops/PS Ops supporting technical, customer-facing teams in SaaS. Proven track record building operating cadence, capacity planning, and PS forecasting. Dashboard ownership and strong operational storytelling. Rocketlane or equivalent PSA tool ownership. Experience designing and deploying workflow automations with n8n, Zapier, or equivalent. Hands-on work with AI agents applied to operational workflows. Invoicing and revenue recognition experience in SAP or comparable ERP. Strong systems thinking and data fluency. Executive communication skills.
Preferred: Jira delivery flows experience, Solution Engineering org support, familiarity with conversational AI or enterprise software deployment patterns.
