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OpenGov is seeking a Senior Manager of Post-Sales Operations to lead the operational and analytical function supporting the full post-sales technical organization, including Professional Services, Customer Support, and Customer Success Engineering. This leader will manage a small team of operations individual contributors and own business consulting, financial performance management, capacity and headcount planning, and systems strategy.
Key responsibilities include leading and developing a small operations team; serving as operating partner and internal business consultant to Professional Services and Customer Solutions leadership; owning the operating rhythm including services revenue forecasting, utilization, and backlog management; managing Professional Services margin through rate realization and project-level analysis; and owning capacity planning and resource modeling across delivery and support functions.
The role includes managing the headcount plan for the customer organization and partnering with Talent Acquisition on requisition sequencing and candidate evaluation. The leader will own systems strategy and implementation across the post-sales technology stack (Rocketlane, Salesforce, Looker, TextQL), driving adoption from requirements through rollout. A critical focus is designing and deploying AI-enabled workflows across forecasting, reporting, knowledge management, and case deflection.
Additional responsibilities include partnering with Product and R&D as the services model evolves; championing end-to-end customer experience through support case analysis and adoption data; governing the metrics layer and establishing trusted dashboards for leadership; leading month-end and quarter-end close activities for Professional Services; defining and improving cross-functional handoffs; and providing analytical support to Professional Services pricing. The role requires taking on unscoped and ambiguous problems, prioritizing business impact over role boundaries.
This is a hands-on, high-ownership role on a lean team. The expectation is to diagnose problems, collaborate to build models, drive operational cadence, implement systems, drive adoption, and measure results. AI is the default operating method, and this leader will set the standard for how AI is applied across the customer organization.
