Sr Professional Services Strategy & Ops Program Manager

Description

The company's Professional Services team deploys agentic AI for some of the largest enterprises in the world. With delivery scaling across a fast-growing partner ecosystem, the team is hiring a Services Delivery Operations Manager to run the daily operations behind its implementation and ongoing services engagements.

This is an individual contributor role with no direct reports. It suits someone who likes to run operations hands-on, with high ownership and high autonomy, covering PSA administration, staffing, capacity, partner subcontracting and partner program intake, so that Services leadership can focus on strategy and growth. You will connect Professional Services with the delivery partners and be the person the team relies on to keep delivery operations on track.

Responsibilities

• Own day-to-day operation of Rocketlane PSA, including configuration, project setup, user onboarding, workflow hygiene and the handoff from closed-won deals to projects. Fix issues quickly and improve usability, data quality and adoption across delivery.
• Run the cadence for staffing, capacity planning, utilization visibility and backlog alignment across implementation and ongoing services. Link pipeline, bookings, project demand, skill needs and delivery capacity to recommend assignments, spot coverage gaps and flag subcontractor needs before customers are affected.
• Manage the full process for partner-subcontracted delivery: intake, assignment, onboarding, execution tracking, issue resolution and ongoing improvement.
• Handle partner program submissions and operational requests against clear SLAs, with clean handoffs and consistent follow-up so onboarding and engagement readiness move smoothly.
• Build recurring dashboards, scorecards and exception reports that show Services leadership delivery health, utilization, forecast accuracy, partner performance and process bottlenecks.
• Work with Professional Services, Customer Success, Finance, Sales and Partner teams to standardize workflows, close operational gaps and build a repeatable delivery model as the business grows.

Requirements

• Experience using AI-enabled tools or automation to improve operating workflows, decision support, reporting or productivity in a services, operations or customer-facing function.
• 3-5 years in Professional Services Operations, Revenue Operations, Partner Operations, PMO operations or a similar SaaS delivery operations role.
• Hands-on skill with PSA, CRM or project delivery systems. Rocketlane experience is strongly preferred. Experience with Kantata, Certinia/FinancialForce, Salesforce or comparable platforms is also valuable.
• Working knowledge of SaaS Professional Services metrics, including utilization, capacity, backlog, attach rate, forecast accuracy, delivery health and services margin.
• Experience supporting partner-led or subcontracted delivery, covering intake, onboarding, assignment coordination, operational governance and process improvement.
• Strong analytical skills. You can pull data from several systems, spot trends and turn findings into practical recommendations for Services leaders.
• A process-minded operator who can design lightweight workflows, document repeatable practices, drive adoption and adjust quickly as the delivery model changes.
• High ownership and sound judgment in ambiguous, fast-moving settings. You move work forward on your own, escalate when needed and balance speed with operational discipline.
• Clear communicator and trusted cross-functional partner who can get Professional Services, Customer Success, Finance, Sales and Partner stakeholders aligned on priorities, tradeoffs and execution plans.

Conditions

Base pay for this location is $113,700-199,000. Total compensation may also include equity where applicable, variable or incentive pay, and benefits. Actual pay depends on qualifications, skill level, competencies and work location, and the base range is a guideline only.

Sales positions generally carry an On Target Earnings incentive structure.

Compensation depends on the geographic location of the role and may change with work location.

Work persona (flexible, remote or required in office) is assigned based on the nature of the work and the work location. The company may use a third-party service to check the distance between your home and the nearest office to determine eligibility.

Benefits

• Health plans, including flexible spending accounts.
• 401(k) plan with company match and an employee stock purchase plan (ESPP).
• Matching donations.
• Flexible time away and family leave programs.