Professional Services Operations Manager

Summary

Join Keyfactor as a Professional Services Operations Manager and contribute to optimizing workflows and operations within the Services organization. This role involves analyzing project data, driving departmental initiatives, and building dashboards to track KPIs. You will also design a resourcing system, utilize API integrations, and conduct in-depth data analysis to identify trends. This position is based in the United States and requires US citizenship or permanent residency.

Requirements

• Bachelor's degree preferred in Computer Science, Information Technology, Business Administration, or relevant field; or equivalent experience
• Expert knowledge of operations analysis principles and methodologies
• Extensive experience in designing and implementing operational metrics and KPIs
• Competent understanding of technology such as software, networking, and system development
• Competent experience interacting with 3rd party reseller/service providers/partners
• Exceptional written and verbal communication skills, capable of presenting complex information
• Ability to lead and inspire team members through effective communication strategies
• Competent analytical, time management, and prioritization skills
• Ability to lead complex projects, drive strategic initiatives, and influence decision-making

Responsibilities

• Contribute to, and oversee deliverables of, the development of processes and procedures to support hyper-growth
• Analyze services data trends to drive improvements in delivery workflows and processes
• Building dashboards and repots to compile data; showcasing exceptions, seamless tracking of KPIs, and uncover true level of effort
• In depth data analysis to conclude departmental and customer-based trends
• Design path toward a resourcing system and process utilizing our current PSA tool
• Advance scripting for bulk data refinement and clean-up and import/export
• Utilize API integrations to connect multiple platforms
• Assist with administrative and organization tasks involving keeping the org chart up to date, coordinate cross functional meetings, compiling information for presentation decks, etc

Preferred Qualifications

• Experience with Power BI, Salesforce, Excel is a must
• Experience with Kantata or similar PSA tool is a plus

Benefits

• Salary will be commensurate with experience
• Second Fridays (a company-wide day off on the second Friday of every month)
• Comprehensive benefit coverage, paid for by the company for you and your dependents (US)
• Generous paid parental leave (US)
• Dedicated employee-focused ambassadors via Key Contributors & Culture Committees
• DIVERSE Commitment, a call to action for a more inclusive and diverse future in business, society, and technology
• The Keyfactor Alliance Program to support DEIB efforts
• Wellbeing resources, wellness allowance, mindfulness app free membership, Wellness Wednesdays
• Global Volunteer Day, company non-profit matching, and 3 volunteer days off
• Unlimited time off (US) and competitive time off globally
• Monthly Talent development and Cross Functional meetings to support professional development
• Regular All Hands meetings – followed by group gatherings