Professional Services Operations, Manager

The Business Operations, Manager Role focuses on three main areas:- Strategic Initiatives ensuring Professional Services is best in class- Metrics and Analysis (reporting)- Operational Excellence (systems and process design) You will enable Medallia to manage its Professional Services business with profitability while meeting our long-term business objectives as a company. Working cross-functionally with Professional Services, Sales, IT, Accounting, and your other Business Operations teammates, you will perform analytics and develop business processes that positively impact our bottom line.

Core Responsibilities

• Proficiency in troubleshooting skills for complex technical issues within the PS Business
• Collaborate with PS Leadership & other functional key stakeholders to design, develop, maintain key metrics (capacity planning, manage and track revenue trends, manage utilization achievements to name a few) and analysis to solve business problems and drive action toward achieving goals
• Provide thought partnership and relevant subject matter expertise to inform strategy and implementation path
• Managing large scale reporting with ever growing needs to drive the business both in growth and profitability
• Establish analytics and insights discipline and cadence to drive PS Business Operations strategy
• Identify gaps and make recommendations to drive efficiencies within the Business Operations team

Minimum Requirements

• Bachelor’s degree in Business Administration; or equivalent experience
• 5+ years of professional experience
• 3+ years of operations experience in SaaS environment (preferably supporting a Professional Services organization)
• 3+ years experience in managing key performance metrics – capacity planning, revenue goals and resource utilization in relation to capacity
• Mastery of Excel/Google Sheets – creation, editing, displaying, presenting

Preferred Qualifications

• Mavenlink or equivalent (PSA), Netsuite (ERP), and Salesforce (CRM) experience
• P&L Management experience
• Comfortable working with senior management both face-to-face and remotely
• Strong verbal and written communication skills
• Ability to multitask and prioritize tasks at hand; strong attention to detail
• Strong problem solving, analytical and critical thinking skills