The Manager, Professional Services leads a customer-facing SaaS services team and is accountable for predictable delivery, team performance, operational excellence, and scalable growth across one or more service lines, including implementation, migrations, managed services, education services, and technical services. This leader uses data, automation, and responsible AI to improve capacity decisions, delivery efficiency, employee effectiveness, and the customer experience. The role translates business priorities into clear operating rhythms, develops high-performing professionals, and partners across Sales, Product, Customer Success, Support, Finance, and Technology to deliver measurable customer and business outcomes. WHAT YOU'LL DO:Team ManagementLead, coach, and develop a team of project coordinators, implementation consultants, project managers, managed services consultants, and/or other services professionals. Establish clear goals, role expectations, decision rights, and accountability aligned to department and company priorities. Conduct effective one-on-ones, performance conversations, talent reviews, and development planning; provide timely, specific feedback and recognition. Build team capability in SaaS delivery, consultative practices, project leadership, data fluency, AI literacy, change management, and customer communication. Create equitable opportunities for stretch assignments, cross-training, mentorship, and career progression; maintain succession and talent-risk plans. Foster an inclusive, innovative, and high-accountability culture focused on learning, collaboration, customer outcomes, and continuous improvement. Monitor workload sustainability and team health, taking action to address burnout risk, performance barriers, or skill gaps.Service Delivery and Customer OutcomesOwn the successful delivery and day-to-day performance of assigned service lines, including adherence to scope, schedule, quality, and customer commitments. Use leading and lagging indicators to identify delivery, adoption, satisfaction, margin, and retention risks; coordinate corrective action and escalation. Ensure customer-facing teams apply consistent delivery methodologies, documentation standards, governance, and risk management practices. Partner with customers and internal stakeholders to resolve complex issues, clarify tradeoffs, and maintain confidence through transparent communication. Represent the voice of the customer in cross-functional planning and drive improvements that reduce friction across the end-to-end customer journey. Support complex sales opportunities by validating scope, delivery approach, effort, dependencies, risk, pricing inputs, and capacity. Operational Excellence, AI, and InnovationDesign and maintain scalable processes, operating rhythms, controls, playbooks, and service standards that improve quality, consistency, speed, and cost effectiveness. Build a practical innovation pipeline that identifies, tests, measures, and scales improvements based on customer and employee needs. Champion responsible use of AI, automation, and digital tools to reduce manual work, improve decision quality, accelerate knowledge access, and strengthen the customer experience. Partner with appropriate functions to ensure AI-enabled workflows follow company requirements for security, privacy, data governance, human review, and risk management. Define baseline performance, expected benefits, adoption measures, and control points for improvement initiatives; validate outcomes before scaling. Eliminate non-value-added work, standardize repeatable activities, and improve handoffs across teams through root-cause analysis and continuous improvement methods. Maintain reliable service-line data and dashboards; translate insights into priorities, decisions, actions, and measurable results. Capacity, Workforce, and Business PlanningOwn short- and medium-term capacity planning for assigned teams using pipeline, backlog, project complexity, skills, productivity, utilization, time-off, and demand assumptions. Create scenario plans and recommend hiring, contractor use, cross-training, redeployment, sequencing, or demand-shaping actions to balance customer commitments, employee capacity, and financial objectives. Monitor utilization, throughput, backlog aging, forecast accuracy, and staffing risk; intervene early when supply and demand are misaligned. Partner with Sales, Finance, and delivery leaders on bookings forecasts, start-date commitments, resource assumptions, and investment decisions. Ensure work is assigned based on skills, development goals, availability, customer needs, and business priorities. Manage assigned operating expenses and approval processes in accordance with company policies and authority levels.
