Professional Services Operations Manager

About the position

GitLab is an open core software company that develops the most comprehensive AI-powered DevSecOps Platform, used by more than 100,000 organizations. Our mission is to enable everyone to contribute to and co-create the software that powers our world. When everyone can contribute, consumers become contributors, significantly accelerating the rate of human progress. This mission is integral to our culture, influencing how we hire, build products, and lead our industry. We make this possible at GitLab by running our operations on our product and staying aligned with our values. Learn more about Life at GitLab. As part of our Global Professional Services Operations team, you'll work with colleagues who are passionate about delivering customer value through operational excellence and innovation. We believe in empowering our team members to innovate, take ownership, and make a real impact on our business and our customers' success. As the Professional Services Operations Manager, you'll be the architect of our operational ecosystem, orchestrating seamless connections between systems, processes, and people across the entire PS organization. From streamlining workflows to implementing transformative automation, you'll build and manage the operational foundation that enables our teams to excel while continuously improving our capabilities through strategic initiatives. This role goes beyond traditional operations – you'll drive global impact by designing scalable solutions that enhance efficiency and effectiveness, ensuring our Professional Services organization can deliver exceptional value while supporting rapid growth and adaptation to evolving customer needs.

Responsibilities

• Architect innovative workflows that drive efficiency and scale across our PS organization
• Spearhead high-impact improvement initiatives that directly enhance client experience
• Build the operational foundation for our next phase of growth
• Shape our technology ecosystem to power seamless service delivery
• Lead strategic enhancement projects that transform how we operate
• Partner with IT to create integrated systems that amplify team effectiveness
• Pioneer intelligent automation solutions that eliminate manual work
• Discover and implement cutting-edge technologies that give us competitive advantage
• Transform ideas into operational reality through technical partnerships
• Guide transformational initiatives that elevate our entire organization
• Empower teams through engaging training and clear communication
• Create the roadmap for successful adoption of new ways of working
• Collaborate with PS leadership to turn vision into operational excellence
• Build powerful cross-functional alliances across Sales, Finance and Delivery
• Become the trusted operational advisor connecting PS with the broader organization

Requirements

• 7-10 years of progressive experience in operations, process management, or similar roles
• Strong background in professional services operations or consulting environments
• Demonstrated success in implementing process improvements and automation solutions
• Experience with PSA tools (e.g., Kantata, FinancialForce, OpenAir) and CRM systems
• Excellent analytical skills with ability to translate data into actionable insights
• Exceptional project management capabilities with track record of successful implementations
• Strong understanding of change management principles and methodologies
• Outstanding communication and stakeholder management abilities
• Bachelor's degree in business, operations management, or related field
• Ability to use GitLab
• Ability to travel if needed and comply with the company’s travel policy

Benefits

• Benefits to support your health, finances, and well-being
• All remote, asynchronous work environment
• Flexible Paid Time Off
• Team Member Resource Groups
• Equity Compensation & Employee Stock Purchase Plan
• Growth and Development Fund
• Parental leave
• Home office support