Professional Services Strategy & Operations Program Manager

Summary

Join Moveworks as a Professional Services Strategy & Operations Program Manager to enhance operational excellence within the Professional Services organization. You will design, implement, and manage programs boosting efficiency and customer outcomes, collaborating with leadership and team members to improve margins through automation and process enhancements. This role demands strong business acumen, cross-functional partnership skills, and data-driven decision-making. You will analyze data, create reports, and advise leadership on solutions. Success hinges on innovation, process efficiency, and impactful results. The position offers a hybrid work model with a competitive compensation package.

Requirements

• 3+ years of experience in Professional Services or Customer Success operations, program management, or a related field
• Proven track record of designing and managing programs that drive measurable results
• Experience partnering with cross functional engineering and data science teams to create automations with critical business systems like Salesforce, NetSuite, Workato / Make, and Snowflake
• Strong analytical skills with experience in data analysis, reporting, and KPI tracking
• Advanced proficiency with spreadsheet programs like Google Sheets and Microsoft Excel, specifically using them to surface persuasive, data-driven insights for organizational leaders
• Experience with Business Intelligence tools like Tableau and Mode
• Experience enabling internal teams on process, tools, and playbooks
• Proficiency with Customer Success tools and familiarity with CRM systems (e.g., Salesforce, Rocketlane)
• Excellent project management skills with the ability to manage multiple initiatives simultaneously
• Strong communication and collaboration skills—able to work effectively with cross-functional teams
• Passion for customer success and professional services and operational excellence, with a proactive and solution-oriented mindset

Responsibilities

• Capacity + Headcount Planning
• Build a staffing model for both the Implementation and Technical Services teams based on level of work and accurately account for IM and CSE capacity in a dynamic model
• Provide management real time insight on capacity and help them staff projects to ensure on-time delivery
• Proactively alert managers when ICs are becoming overloaded with work
• Statement of Work (SOW) + Billing Operations
• Creation, iteration, finalization of SOWs
• Build toward modular, easy-to-configure templates to quickly speed up SOW creation
• Report on SOW fidelity on a per-project basis to understand if our SOWs are consistently being followed
• Create a simple and easy SOW amendment process
• Partner with finance on billing operations on unique billing situations to ensure that finance has proper data pipelines to invoice customers correctly
• Programs & Process Automation
• Own operations for PS and Implementation NPS, including regular reporting of analysis to PS management, Product, and Engineering
• Key partner in driving operations around the development and efficacy of the implementation risk program
• Partner with engineering to develop a system to automate the initialization activities when a new customer organization is created in our database
• Partner with the Implementation team to develop analysis and assets to include in our pre- and post-launch materials for customers
• Analysis
• Develop and maintain core delivery metrics for tracking efficacy across various professional services projects, including customer sentiment, SOW performance, and margin analysis
• Consistently review utilization of professional services hours by customers on our services subscription packages and make proactive recommendations to Professional Services and Sales for upsell opportunities
• Provide analysis on ideal workload for hitting time-based deadlines
• Build and maintain dashboards, reports, and alerts for various professional services initiatives
• Tooling Ownership
• Become Rocketlane administrator and own the creation and maintenance of the customer portal in Rocketlane
• Create and maintain the Rocketlane templates for all the various implementation and SOW projects
• Create, maintain, and monitor the efficacy of implementation Rattle alerts
• Assist with the creation and maintenance of Professional Services-specific Slack workspaces
• Partner with GTM Ops and Customer Success Ops to ensure professional services integrations with Salesforce are operational

Preferred Qualifications

Experience in SaaS, AI, or enterprise technology environments

Benefits

• Market competitive salary
• Equity for all full time roles
• Exceptional benefits
• Commissions or bonus plans