Professional Services Strategy & Operations Manager

Key Responsibilities:

• Operational Strategy & Execution:

• 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.

• Process Optimization:

• 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.

• Resource Management & Capacity Planning:

• 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.

• Systems & Tools Administration:

• 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.

• Data Analysis & 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.

• Cross-Functional Collaboration:

• 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.

• Customer Engagement & Success Support:

• 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.

Qualifications:

• Bachelor’s degree in Business, Operations Management, or a related field; Master’s degree or PMP certification is a plus.

• 5+ years of experience in operations management, preferably within a Professional Services or SaaS environment; edtech experience is a strong advantage.

• 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.

Get in on all the awesome at Instructure:

• 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