Manager - Professional Services Operations & Strategy

<p>The Manager, Professional Services Operations &amp; Strategy is the primary business and operational owner for the global Professional Services organization. This role serves as the Director’s right hand for all PS-specific operations, commercial health, and performance management—ensuring predictable delivery, strong margin performance, and scalable growth.</p><p>In addition to owning forecasting, capacity planning, governance, and reporting, this role is accountable for Professional Services margin health through ownership of pricing strategy, packaging and SKU management, and services-specific terms and conditions. The Manager partners closely with Sales, RevOps, Finance, and regional PS leaders to ensure pricing discipline, commercial clarity, and operational execution are tightly aligned.</p><p>This role works in close collaboration with an India-based PS Operations Manager, who oversees Deal Desk execution, process governance, and PSA administration.<br> <br> <strong>Please note: This is a hybrid role that will be based in Boston, MA and requires an in-office presence three days per week (Tuesday - Thursday).&#xa0;</strong></p><p>Professional Services Business Ownership</p><ul><li><p>Act as the primary operational and commercial owner of the global PS business.</p></li><li><p>Serve as a trusted advisor and proxy for the Director on PS operational and margin-related matters.</p></li><li><p>Translate Services and company strategy into actionable PS operating plans, targets, and execution priorities.</p></li></ul><p>Financial Performance, Margin &amp; Forecasting</p><ul><li><p>Own PS financial performance across bookings, revenue, cost, and margin.</p></li><li><p>Lead global PS forecasting, pacing, and variance analysis in partnership with FP&amp;A.</p></li><li><p>Drive margin improvement through pricing discipline, delivery mix optimization, utilization management, and partner strategy.</p></li><li><p>Provide executive-level insights, risks, and recommendations through clear, data-driven reporting.</p></li></ul><p>Pricing, Packaging, SKUs &amp; Commercial Governance</p><ul><li><p>Own Professional Services pricing frameworks, including list rates, discount guardrails, and margin thresholds.</p></li><li><p>Define and maintain PS packages and SKU structure, ensuring offerings are:</p><ul><li><p>Easy to sell</p></li><li><p>Operationally executable</p></li><li><p>Margin-protective at scale</p></li></ul></li><li><p>Partner with Sales and RevOps on pricing exception policies, escalation criteria, and approval thresholds.</p></li><li><p>Own PS-specific terms and conditions, including scope boundaries, delivery assumptions, overage models, and change-control constructs.</p></li><li><p>Monitor and report on rate realization, discount leakage, and package-level margin performance.</p></li></ul><p><br> Capacity Planning &amp; Delivery Mix Strategy</p><ul><li><p>Own global PS capacity modeling and headcount planning in support of AOP and in-year reforecasting.</p></li><li><p>Partner with regional PS leaders to align staffing plans with demand, utilization targets, and margin goals.</p></li><li><p>Define internal vs. partner delivery mix strategies aligned to skills, cost structure, and margin outcomes.</p></li></ul><p>Governance, Operating Cadence &amp; Risk Management</p><ul><li><p>Own PS delivery governance frameworks, including project health, risk tracking, quality controls, and escalation paths.</p></li><li><p>Lead PS operating cadence: weekly delivery and forecast reviews, MBRs, QBRs, and quarterly planning.</p></li><li><p>Ensure compliance with time tracking, project setup, margin checks, partner sourcing, and PMO standards.</p></li></ul><p>Systems, Data Integrity &amp; Reporting</p><ul><li><p>Ensure end-to-end integrity of PS data across PSA, CRM, and financial systems.</p></li><li><p>Partner with India Ops Manager, Systems, and BI teams to maintain strong data hygiene and scalable reporting.</p></li><li><p>Own PS dashboards ... (truncated, view full listing at source)