Professional Services Operations Manager

Medius • USA , Medius North America

21d • $115,000 • Remote

About The Position

Medius is seeking an experienced, results-driven Professional Services Operations Manager to lead and optimize the operational functions supporting its global Professional Services organization. The role drives operational excellence, resource optimization, capacity planning, systems administration, data integrity, and process standardization. The Manager partners with Professional Services leadership to ensure teams have the processes, systems, reporting, and operational visibility needed to deliver customer projects efficiently and predictably.

The role is the primary administrator and business owner of Cloud Coach, Medius’s Professional Services Automation (PSA) platform, and other related tools. The Manager is accountable for configuring, maintaining, and optimizing these systems to support business needs. Reporting to the VP of CXO Business Strategy & Operations, the role oversees PS Operations Specialists and helps build a scalable, data-driven operations function that supports growth, improves resource utilization, and enables consistent project execution.

Requirements

• At least 5 years of experience in Professional Services Operations, Resource Management, Business Operations, or a related function; experience in SaaS or enterprise software is preferred.
• Hands-on experience administering, configuring, or managing PSA platforms or comparable enterprise business applications.
• Experience with system configuration, workflow management, data governance, reporting, and end-user support.
• Experience managing Professional Services resource planning, utilization, capacity forecasting, or project operations.
• Strong analytical skills and ability to turn operational data into actionable business recommendations.
• Demonstrated ability to improve operational processes, systems, and reporting in a growing or complex organization.
• Proficiency with reporting and analysis tools, including Excel and enterprise reporting platforms.
• Strong problem-solving skills and ability to translate business requirements into practical system and process solutions.
• Excellent project management, organizational, and prioritization skills, including managing multiple initiatives simultaneously.
• Strong communication and stakeholder-management skills, including the ability to influence cross-functional teams.
• Experience leading, coaching, or supervising team members.
• Ability to work independently, take ownership of challenges, and drive initiatives through implementation.

Nice To Haves

• Direct experience administering Cloud Coach or a similar Salesforce-native PSA solution.
• Experience with Salesforce administration, configuration, or reporting.
• Experience supporting global or distributed Professional Services teams.
• Familiarity with Professional Services financial and operational metrics, including utilization, backlog, capacity, and revenue forecasting.
• Experience integrating PSA tools with CRM, financial, reporting, or resource-management systems.
• Experience implementing process automation, system enhancements, or operational transformation initiatives.
• Prior formal people-management experience.

Responsibilities

• Own and administer Cloud Coach and related Professional Services systems, including configurations, workflows, user access, project templates, and resource-management settings.
• Optimize systems for project planning, resource scheduling, capacity management, project tracking, and operational reporting while maintaining data integrity and consistent usage.
• Troubleshoot system issues, support end users, and coordinate with IT, Salesforce administrators, and vendors on enhancements and integrations.
• Identify opportunities to use automation, AI, and technology to improve efficiency, reduce manual effort, and increase system adoption.
• Maintain system documentation, standard operating procedures, and user training materials.
• Own and improve resource planning and allocation processes in partnership with Delivery leadership, aligning resources with project requirements, skills, availability, and timelines.
• Maintain forward-looking capacity plans and visibility into resource demand, utilization, availability, and staffing needs.
• Identify resource conflicts, capacity constraints, and scheduling risks, and develop solutions to support delivery and workforce planning.
• Establish consistent resource-planning processes and governance to improve utilization, scheduling accuracy, and operational efficiency.
• Develop and maintain dashboards, KPIs, and reports covering utilization, billable capacity, project backlog, staffing, delivery milestones, productivity, and operational performance.
• Partner with Finance and Professional Services leadership on forecasting, business reviews, and operational planning.
• Translate data into actionable insights, identify trends, risks, and opportunities, and ensure reporting accuracy, consistency, and timeliness.
• Improve reporting through automation, standardized metrics, and reduced manual data collection.
• Evaluate and streamline workflows for project setup, resource allocation, scheduling, tracking, and reporting.
• Establish standardized processes, governance, and documentation to improve consistency, accountability, and scalability.
• Collaborate with Sales, Professional Services, and broader CXO teams to strengthen handoffs and cross-functional alignment.
• Lead continuous improvement initiatives to eliminate inefficiencies, improve data quality, and support CXO transformation efforts.
• Lead, coach, and develop PS Operations Specialists, setting clear responsibilities, priorities, and performance expectations.
• Oversee day-to-day PS Operations activities while balancing immediate business needs with longer-term improvements.
• Build partnerships with PS Delivery leadership, Finance, Sales Operations, IT, and other stakeholders.
• Serve as an operational partner to leadership by identifying challenges, recommending solutions, and driving accountability and service excellence.

Benefits

• Medical, dental, and vision coverage, paid time off, and retirement benefits, subject to eligibility requirements.
• The total compensation package may include variable compensation, such as a performance bonus or commission, and participation in other incentive or benefit plans, according to applicable plan terms.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed