Professional Services Operations Manager

Ping Identity

101d • $100,000 - $110,000

About The Position

Ping Identity is seeking a motivated and hands-on Operations Manager to strengthen our Professional Services (PS) Strategy & Operations team. This individual will play a key role in shaping and operating core PS processes, with a focus on pre-sales operations, forecasting support, intake, documentation, and enablement. As an individual contributor, this role will run the PS regional bookings forecast calls (AMER, EMEA, APJ), support pipeline reporting and analysis, and partner with the PS Ops & Strategy Director to improve visibility and predictability. The Operations Manager will also own the PS intake mechanism and act as editor-in-chief for the PS Operations Playbook in Confluence. In addition, they will partner with the PS Ops & Strategy Director to triage and prioritize initiatives, support requirements gathering, and assist in the rollout and enablement of new processes. This role requires operational rigor, attention to detail, and cross-functional collaboration, providing the team with structure and clarity in a rapidly evolving organization.

Requirements

• 7+ years of experience in Professional Services Operations, Sales Operations, Revenue Operations, or related roles.
• Experience supporting forecasting processes and producing pipeline reporting with regional leadership.
• Strong background in process documentation, requirements gathering, and workflow design.
• Hands-on experience with PSA tools (Kantata preferred), CRM (Salesforce), and collaboration platforms (Confluence).
• Excellent communication skills; able to confidently facilitate forecasting calls and provide reporting insights.
• Strong organizational skills, with experience managing intake or request triage processes.
• Bachelor’s degree in Business, or related field required.

Nice To Haves

• Experience in SaaS, Cloud, and Professional Services environments.
• Certifications in project management, business analysis, or operational excellence (e.g., PMP, Lean Six Sigma).

Responsibilities

• Run PS regional forecasting calls (AMER, EMEA, APJ).
• Lead pipeline reporting and analysis to provide insights into coverage and predictability.
• Partner with PS Leadership and Finance to support forecasting inputs.
• Support enforcement of pipeline hygiene standards (audit, cleanup, data integrity).
• Provide reporting and inputs to support the PS Ops & Strategy Director and PS VP in delivering the global forecast roll-up.
• Design, launch, and own the PS Intake Mechanism as the 'single front door' for operational requests (projects, reporting, process changes).
• Establish categories, SLAs, and reporting for intake requests.
• Partner with the PS Ops & Strategy Director to triage and prioritize initiatives for execution.
• Translate intake requests into clear requirements for the team and cross-functional partners.
• Own and maintain the PS Operations Playbook in Confluence.
• Capture and codify institutional knowledge, SOPs, RACIs, and governance processes into a structured, usable format.
• Ensure documentation is updated, accurate, and embedded into onboarding and team enablement.
• Support enablement of new processes and initiatives across the PS team.
• Provide requirements gathering, documentation, and UAT support for PS-owned initiatives.
• Support system integration and process rollouts by contributing process insights and coordinating enablement.
• Act as a flexible contributor to strategic initiatives, ensuring smooth handoff between process design and operational execution.

Benefits

• Generous PTO & Holiday Schedule
• Parental Leave
• Progressive Healthcare Options
• Retirement Programs
• Opportunity for Education Reimbursement
• Commuter Offset (Specific locations)

What This Job Offers

• Job Type: Full-time
• Education Level: Bachelor's degree