SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: USD 139,200 - 235,200 / annual
GitLab is seeking a Staff Professional Services Operations Manager to establish scalable operations across Professional Services. Reporting to the Director of Customer Experience Operations, you will be a strategic and hands-on partner to PS leadership, moving the organization from manual, disjointed processes to connected, reliable, and increasingly automated ways of working.
Key responsibilities include:
- Mature the PS operating cadence, including forecasting & planning alignment, business reviews, performance reporting, and executive readouts
- Establish connected capacity, utilization, and resource management practices across billable and non-billable roles, including skill-based staffing and hiring planning
- Improve visibility and deliver insights into project economics, including rate cards, fully loaded costs, burden rates, project margin, fixed-fee budgets, utilization, and revenue recognition
- Partner with Finance, Sales, Customer Success, CX Engineering, Solutions Architecture, and Delivery to improve PSA, time-tracking, CRM, reporting, and related tooling
- Define requirements and lead process improvements, automations, and efficiency drivers across Professional Services, Operations, and newly integrated services teams
- Improve go-to-market alignment by tracking PS attach, connecting PS planning to account and renewal timelines, and enabling earlier PS involvement in deal strategy
- Partner cross-functionally to deliver improvements in service catalog, pricing and packaging, SKU governance, and partner or channel delivery models
- Document processes, clarify roles and decision rights, and partner with Analytics to build self-service reporting
Your work will give leaders better visibility into pipeline, capacity, staffing, delivery economics, and growth, and will ensure teams have what they need to successfully deliver.
REQUIREMENTS:
- 10+ years' experience in Professional Services Operations, Services Operations, Revenue Operations, or a related function in a technology or subscription business
- Deep understanding of PS business models, including time and materials, fixed-fee, and blended engagements
- Experience owning and developing forecasting and planning processes that connect sales pipeline to delivery capacity, staffing, bookings, and revenue
- Experience with resource management, utilization, project margin, delivery operations, PSA systems, or services go-to-market operations
- Experience leading process and systems improvements across evolving organizations
- Strong analytical, business judgment, communication, and stakeholder management skills
- Pragmatic, hands-on approach to solving ambiguous operational problems
- Hands-on experience with Kantata or a comparable Professional Services Automation (PSA) platform
- Ability to translate business requirements into system workflows, data definitions, reporting requirements, and automation opportunities
- Deep familiarity with revenue recognition processes and the systems partnership required between Professional Services and Finance
NICE TO HAVE:
- Experience integrating two or more services organizations, operating models, or systems or driving operations transformation and maturity
- Experience improving PS attach, deal structuring, account planning, or services participation in the sales cycle
- Experience with partner, channel, or customer-funded delivery models
- Experience working in a distributed or all-remote organization
