The Role

As a Manager of Operations, this role will oversee the strategy and delivery of Professional Services and Education team operations at Outreach. This will include leading and managing a team spanning across program management, team reporting & analytics, tools and technology, enablement, and resourcing. This is a demanding role that requires a proven track record of building strong teams and foundations to support fast-paced growth in a global Professional Services team. Success in this role means leadership that drives rapid development of programs to empower the greater team’s success.

This role reports to the VP Professional Services & Training.

Your Daily Adventures Will Include

• Manage day-to-day Operations and project delivery within your team
• Help build the practice and team to support massive global scale and growth
• Develop methodologies and programs to support successful implementations across all customer segments
• Define the Professional Services & Education processes and procedures that will enable our team to run cleanly and efficiently
• Work with the team to ensure proper project planning, on time delivery, & high quality consulting through the use of reporting, tools and staffing oversight
• Work with other leaders to ensure adequate coverage of projects across regions and to share best practices
• Help ensure the team provides critical data each week such as updated project plans, time tracking, execution of change orders, execution of customer signoffs, and reporting of other key milestones
• In partnership with the Resource Coordinator(s), analyze the team’s workload to ensure business help and adequate staffing on a weekly basis
• Collaborate with Professional Services Leadership to grow the strategy and the team
• Collaborate with peers in Sales Operations, CS Operations, Finance, and BI teams to develop cohesive programs that align cross-functionally
• Deploy effective programs to support the scale and improvement of the Services & Education teams, including overseeing the team that will manage these key projects
• Oversee planning, execution and follow up on team meetings and outcomes. This may include scheduling, logistics coordination, and meeting notes as delivered by your team.

Systems

• Build integrated systems that support streamlined and automated processes from services sales through delivery and go live - to include pricing constructs, contract execution, project management formats and tools, reporting automation, education impact, profitability analysis and more
• Develop strategies for technology needs that are streamlined and designed to take our team into the future
• Recommend new technology that will further advance and automate how Outreach brings services and learning resources to our clients in a virtual environment
• Oversight of contract negotiations and contracting with vendors

Enablement & Content

• Build and oversee a services enablement program to ensure optimal onboarding, certification and ongoing training for team members and implementation partners
• Partner with peers in similar teams to develop and maintain a streamlined and well-planned content-management strategy
• Develop quality oversight programs to ensure high grade results across thousands of engagements per year

Reporting & Analytics

• Ensure high quality consulting through the use of reporting, tools and staffing oversight
• Oversee the development and maintenance of team reports, dashboards, and support the delivery of real-time reports and insights as needed
• Provide strategic input on what services we build and bring to market
• Manage reporting and oversight of Services Delivery KPIs 
• Provide data-driven business insights to inform the Services team on strategic direction and areas for opportunity

Basic Qualifications

• 10+ plus years of experience in a related field (professional services, sales ops, project management, Saas)
• A deep understanding of Professional Services & Education in a SaaS environment
• Experience leading content management streamlining efforts and best practices
• Knowledge of and experience in developing and maintaining content libraries and innovative resources that support implementation and training needs
• Experience building a Services Operations function for long-term scale
• Experience building a cohesive and collaborative team focused on supporting a global Services team
• A background in Reporting & Analytics
• Experience developing and delivering internal and partner enablement & certification programs
• A proven track record of internal program management with effective and measurable outcomes
• Experience within SaaS applications that support large scale business processes
• Experience in helping direct reports improve through coaching, feedback, and reviews
• Experience in setting and measuring team KPIs and results
• A proven track record of improving processes, methodologies, programs or frameworks that improved team performance
• Ability to inspire internal stakeholders and team members to change and adopt new practices
• A passion for designing operational excellence 
• A proven self-starter with the ability to come up to speed on complex, difficult concepts with minimal assistance
• Experience with report and analytics design including proven success in the development and maintenance of Services dashboards
• Experience in related business tools such as SFDC, Contracting/SOW technology, PSA platforms, Tableau, Content platforms, LMS platforms, Survey tools such as Qualtrics, data warehousing, and general office systems 
• Superb written and verbal communication skills

Why You’ll Love It Here

• 100% medical, dental, and vision coverage for full-time employees

• Flexible time off

• 401k to help you save for the future

• Company-organized and personal paid volunteer days to support the community that supports us

• Fun company and team outings because we play just as hard as we work

• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Women's Network)

• A parental leave program that includes not just extended time off but options for a paid night nurse, food delivery, gradual return to work, and the Gottman Institute's Bringing Home Baby course for new parents

• Employee referral bonuses to encourage the addition of great new people to the team

• Plus, unlimited snacks and beverages in our kitchen

• We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status