Professional Services Operations Manager

Summary

Join Amplitude as a Professional Services Operations Manager and contribute to innovative solutions for our customers. This role focuses on process improvement, resource management, and data analysis within the Professional Services organization. You will partner with regional leaders, support practice management, and ensure the effective use of PSA tools. The ideal candidate possesses strong analytical and communication skills, experience with PSA tools (like Kantata-Mavenlink), and a proven track record in professional services operations. This position offers the opportunity to shape the future of the Professional Services organization by designing scalable processes and improving operational efficiency. The role reports to the Sr. Director, Customer Success Strategy and Operations.

Requirements

• Experience in building and maintaining effective working relationships with coworkers, managers, and employees, working effectively in a global team environment with shared responsibilities
• Execution and customer service oriented skills, able to effectively prioritize and complete stakeholder deliverables on-time and drive outcomes
• Experience with the Kantata-Mavenlink PSA tool
• At least 3 years of demonstrated progressive experience with professional services operations and/or resource management
• 2+ years of experience as a system administrator (or similar) for a Professional Services Automation (PSA) tool
• Proven track record of creating reports and dashboards and establishing valid datasets from multiple disparate data sources
• Excellent verbal and written communication skills and the ability to communicate ideas visually and create and conduct internal presentations
• Problem-solving mentality and positive attitude towards the change that comes with working at a rapidly growing company
• Strong interpersonal skills with the ability to convey and relate ideas to others and work in a collaborative and cross-functional environment
• A self-starter mentality and the ability to work independently and as part of a distributed team

Responsibilities

• Partner with regional professional services leaders to identify and drive process improvements
• Ensure successful implementation of new programs through the professional services organization
• Support practice management and resource management in maximizing available capacity to staff customer engagements
• Partnership with Professional Services leadership and FP&A leadership maintain services capacity model
• Lead weekly PS Assignment calls
• Assist the team in adhering to strict utilization metrics
• Improve estimates vs. actuals accuracy
• Own all recurring processes for the Professional Services business, including
• Audits of Salesforce and PSA data to ensure operational excellence in our CRM
• Support CS Ops Analyst and Professional Services leadership in the assignment of internal resources and early identification of need for subcontracted resources
• Have awareness and provide PS support as needed to the subcontractor process as it relates to PS team capacity
• Ensure accuracy of data, reports, and dashboards to provide data-driven insights on key performance indicators (KPI) and standardized business metrics, including resource management data to aid with revenue and budgetary goals
• Work with PS leadership to ensure effective use and adoption of the PSA solution for time tracking and capacity planning
• Actively participate in the end-to-end execution of annual planning process to include headcount, utilization, and goal planning

Preferred Qualifications

Other post-sales operations experience

Benefits

• Excellent Medical, Dental and Vision insurance coverages, with 100% employer-paid premiums for employee Medical, Dental, Vision on select plans
• Flexible time off, paid holidays, and more
• Generous stipends to spend on what matters most to you, whether that’s wellness (monthly), commuter transit/parking (monthly), learning and development (quarterly), home office equipment (annual), and much more
• Excellent Parental benefits including: 12-20 weeks of Paid Parental Leave, Carrot Fertility Benefits/Adoption/Surrogacy support, Back-up Child Care support
• Mental health and wellness benefits including no cost employee access to Modern Health coaching & therapy Sessions and high quality physician office experience via One Medical membership (select U.S. locations only)
• Employee Stock Purchase Program (ESPP)