- How will you contribute?
- PSA Implementation & Services Systems Strategy
Act as a core partner to the Global Operations Director in the implementation, rollout, and optimization of a new PSA platform
Support end-to-end implementation activities including requirements definition, workflow design, testing, deployment, and post-launch optimization
Ensure PSA workflows support scalable service delivery, accurate financials, and leadership visibility
Help define longer-term services systems strategy beyond initial PSA rollout
Workflow Design & Process Excellence
Lead analysis of current-state Global Services workflows and identify opportunities for simplification, standardization, and automation
Design, document, and implement scalable end-to-end operational processes aligned with business objectives
Create and maintain SOPs, process documentation, and enablement materials for global teams
Drive continuous improvement initiatives across services operations
Reporting, Analytics & Insights
Own the development of operational reporting and analytics to support decision-making at the leadership level
Translate complex operational data into clear insights, trends, and recommendations
Establish and refine KPIs related to utilization, delivery performance, backlog, forecasting, and operational health
Support executive-level reporting and ad hoc analysis
Strategic Operations Initiatives
Partner with the Global Operations Director on broader strategic initiatives beyond PSA, including process transformation, tooling enhancements, and operational governance
Support cross-functional initiatives spanning Services, Finance, Sales Operations, RevOps, and IT
Provide analytical and operational support for long-term planning and scaling efforts
Act as a trusted thought partner, bringing structure and data to ambiguous or evolving problems
Stakeholder & Change Management
Collaborate with global stakeholders across regions and functions to drive alignment and adoption
Support change management efforts related to system and process changes
- Influence without authority by providing clear data, documentation, and recommendations
- What will you bring?
- Bachelor’s degree in Business, Operations, Analytics, Engineering, or a related field
6–9 years of experience in services operations, business operations, or systems/process roles, preferably within SaaS or technology organizations
Demonstrated experience supporting Professional Services Automation (PSA) tools or services delivery systems
Strong experience working with Salesforce in an operational or systems capacity
Experience using Jira for operational tracking, cross-functional initiatives, or systems work
Advanced experience in Power BI, including building dashboards and performing complex analysis
Proven ability to design and implement scalable operational processes
Strong analytical, problem-solving, and communication skills
Ability to operate independently and manage multiple concurrent initiatives
Experience supporting global or multi-region professional services organizations is preferred.
Exposure to services financials including utilization, margin, revenue, and forecasting is preferred.
Experience working on large-scale system implementations or operational transformations is preferred.
Familiarity with ERP platforms such as NetSuite is preferred.
