PS Operations Manager

Medius

1d • 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. It partners with Professional Services leadership to provide teams with 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 Professional Services-related tools. The manager ensures these systems are configured, maintained, and optimized for business needs. Reporting to the VP of CXO Business Strategy & Operations, the manager oversees PS Operations Specialists and builds 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; SaaS or enterprise software experience is preferred.
• Hands-on experience administering, configuring, or managing Professional Services Automation (PSA) platforms or comparable enterprise business applications.
• Demonstrated 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 interpret operational data and translate findings 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, with ability to manage multiple initiatives simultaneously.
• Strong communication and stakeholder management skills, with 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 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 Professional Services 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 reporting on resource 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 and identify trends, risks, and opportunities while ensuring 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 broader CXO transformation efforts.
• Lead, coach, and develop the PS Operations Specialist, 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.
• Act as a trusted operational partner to leadership by identifying challenges, recommending solutions, and driving accountability and service excellence.

Benefits

• Medical coverage
• Dental coverage
• Vision coverage
• Paid time off
• Retirement benefits
• Potential eligibility for variable compensation, such as a performance bonus or commission, and participation in other incentive or benefit plans, subject to applicable plan terms and eligibility requirements.

What This Job Offers

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