Professional Services Strategy And Operations Manager

Summary

Join Instructure as the Professional Services Strategy & Operations Manager and become a strategic partner to the SVP of ProServe, leading process, systems, and business intelligence strategy and execution. You will support the Professional Services team's growth by developing and managing processes, systems, and tools for streamlined operations. This role demands a strategic, data-driven individual with SaaS, education technology, and customer-centric operations expertise. You will drive improvements across project management, resource allocation, reporting, and customer engagement. Cross-functional collaboration with teams like Customer Success, Sales, Product, and Finance is crucial for alignment and efficient execution. The position requires a Bachelor's degree and 5+ years of relevant experience.

Requirements

• Bachelor’s degree in Business, Operations Management, or a related field
• 5+ years of experience in operations management, preferably within a Professional Services or SaaS environment
• Proficiency in PSA tools (e.g., Mavenlink, Kimble, FinancialForce), project management software (e.g., Asana, Monday.com), and CRM systems (e.g., Salesforce)
• Demonstrated experience with resource management, project forecasting, and capacity planning
• Strong analytical skills, with the ability to interpret data, identify trends, and provide actionable insights
• Excellent communication and interpersonal skills, with a track record of successful cross-functional collaboration
• Ability to adapt to a fast-paced environment, manage multiple priorities, and make sound, data-driven decisions

Responsibilities

• Design and implement processes to streamline the Professional Services team’s workflow, optimizing resource utilization and project delivery
• Collaborate with senior leadership to define strategic priorities, KPIs, and operational goals, driving execution to meet and exceed targets
• Identify and implement process improvements for customer onboarding, project management, and post-deployment support
• Leverage data to analyze operational bottlenecks and recommend solutions to enhance team efficiency and customer satisfaction
• Develop and manage resource allocation and capacity planning models to ensure optimal staffing levels for customer projects
• Monitor project demand, skill sets, and utilization to forecast future hiring needs and training requirements
• Oversee the implementation and maintenance of systems and tools (e.g., PSA software, project management, and CRM tools) to enhance Professional Services operations
• Ensure systems integrations across functions for seamless information flow and reporting
• Create and maintain dashboards to track key metrics, including project profitability, utilization rates, customer satisfaction, and time-to-value
• Present data-driven insights to leadership and other stakeholders to inform business decisions
• Act as the operational point of contact for cross-functional initiatives involving Professional Services, Customer Success, Sales, and Product
• Partner with the Finance team to develop and manage budgets, forecasting, and financial analysis related to Professional Services
• Support the Professional Services team in ensuring high levels of customer satisfaction through proactive issue resolution, escalations management, and continuous improvement initiatives
• Develop processes to collect and act on customer feedback, aligning insights with product development and service enhancements

Preferred Qualifications

• Master’s degree or PMP certification
• Edtech experience

Benefits

• 401k with company match
• HSA program, vision, voluntary life, and AD&D
• Tuition reimbursement
• Lifestyle Spending Account
• Paid time off, 11 paid holidays, and flexible work schedules
• Motivosity - employee recognition program