Professional Services Operations Manager

Amplitude; Portland (OR); Remote; USD 144,000 - 241,000; Full time

Job summary

Join an innovative company as a Professional Services Operations Manager, where you'll enhance operational efficiency and drive process improvements. This role is pivotal in shaping the future of the Professional Services organization, focusing on strategy, planning, and analytics. You will collaborate with regional leaders to implement programs that maximize customer engagement and resource management. The ideal candidate thrives in a fast-paced environment, possesses exceptional communication skills, and is committed to continuous improvement. This is an exciting opportunity to make a significant impact in a forward-thinking organization.

Benefits

Comprehensive medical, dental, and vision insurance

Flexible time off and paid holidays

Stipends for wellness and learning

Parental leave and fertility benefits

Mental health services and wellness programs

Employee stock purchase options

Qualifications

• 3+ years in professional services operations or resource management.
• 2+ years as a system administrator for a PSA tool.
• Proven ability to create reports and dashboards.

Responsibilities

• Drive process improvements for successful program implementation.
• Support resource management to maximize capacity for customer engagements.
• Ensure data accuracy and provide insights through reports.

Skills

Resource Management

Customer Service

Problem-Solving

Communication Skills

Education

Bachelor's Degree

Tools

Kantata-Mavenlink PSA

Job description

Amplitude is the leading digital analytics platform that helps companies unlock the power of their products. Over 3,800 customers, including Atlassian, NBCUniversal, Under Armour, Shopify, and Jersey Mike's, rely on Amplitude to gain self-service visibility into the entire customer journey. Amplitude guides companies every step of the way as they capture data they can trust, uncover clear insights about customer behavior, and take faster action. When teams understand how people are using their products, they can deliver better product experiences that drive growth. Amplitude is the best-in-class analytics solution for product, data, and marketing teams, ranked #1 in multiple categories in G2's Winter 2024 Report. Learn how to optimize your digital products and business at amplitude.com.

As an organization, we approach challenges with humility, take ownership of our contributions, and embrace a growth mindset that pushes us to constantly improve ourselves, each other, and the value we bring to customers and partners.

Amplitude's Commitment to Diversity, Equity & Inclusion (DEI): Amplitude believes that diversity enables the creation of better products, improves the ability to solve complex problems, and drives more powerful solutions. We strive to create an environment of inclusion—focused on psychological safety, empathy, and human connection—that will allow employees of all backgrounds to thrive.

About The Role & Team

Join us as we deliver innovative and creative solutions to our customers. We're looking for a Professional Services Operations Manager with deep experience in Resource Management. Reporting to the Sr. Director, Customer Success Strategy and Operations, this individual serves as Process Owner for the Professional Services pillar, focusing on strategy, planning, analytics, operations, systems, and process improvement. The role's impact is to future-proof the Professional Services organization by designing scalable processes that meet current operational needs, anticipate future needs, find efficiencies, and hold leaders accountable to company-wide metrics defined in VMTMs. The ideal candidate is enthusiastic, thrives in a fast-paced environment, and is curious about how things work and how they should work, with a solution- and execution-oriented mindset.

As Professional Services Operations Manager, your focus will include:

1. Partnering with regional professional services leaders to identify and drive process improvements, ensuring successful implementation of new programs.
2. Supporting practice and resource management to maximize capacity for customer engagements, including maintaining services capacity models, leading weekly PS assignment calls, and improving estimates vs. actuals accuracy.
3. Owning all recurring processes for the Professional Services business, such as audits of Salesforce and PSA data, supporting resource assignment, and subcontractor process awareness.
4. Ensuring data accuracy and providing insights through reports and dashboards on KPIs and business metrics, including resource management data to support revenue and budget goals.
5. Collaborating with PS leadership to ensure effective use of the PSA tool for time tracking and capacity planning.
6. Participating in annual planning processes related to headcount, utilization, and goal setting.

Ideal candidates will have:

• Experience building and maintaining effective relationships within a global team environment.
• Execution and customer service skills, with the ability to prioritize and deliver stakeholder outcomes.
• Experience with Kantata-Mavenlink PSA tool and post-sales operations.

Minimum requirements include:

• At least 3 years of experience in professional services operations or resource management.
• 2+ years as a system administrator for a PSA tool.
• Proven ability to create reports and dashboards from multiple data sources.
• Excellent communication skills, both verbal and written.
• A problem-solving mindset and positive attitude towards change.
• Strong interpersonal skills and ability to work collaboratively and independently.

Who We Are

The Company: Amplitude is made up of humble, lifelong learners committed to growth, ownership, and humility. We value empathy, openness, and diverse perspectives.

The Product: Our platform helps companies trust their data, understand customer behavior, and act quickly to improve products, fueling growth. We are proud of our innovations and ongoing expansion.

Benefits include:

• Comprehensive medical, dental, and vision insurance with employer-paid premiums on select plans.
• Flexible time off, paid holidays, and stipends for wellness, commuting, learning, and home office needs.
• Parental leave, fertility benefits, and back-up childcare support.
• Mental health services, wellness programs, and employee stock purchase options.

Additional fun facts about Amplitude include:

• Recognition in Newsweek Excellence Index 2024.
• Consistently ranked #1 in product analytics on G2 for 15 quarters.
• Included in Deloitte's 2023 Technology Fast 500.
• Named the #3 most innovative enterprise company by Fast Company.
• Investments in mentorship, training, and community giving.
• Founded in 2012, went public in 2021, trading as $AMPL.
• Global presence with offices worldwide.
• Our mascot is the datamonster, who loves to eat data!

Amplitude is an equal opportunity employer. All applicants are considered regardless of race, color, religion, national origin, age, sex, marital status, disability, veteran status, or sexual orientation.

This role is eligible for equity, benefits, and other compensation. Salary ranges vary by location, for example:

• Colorado: $144,000 - $217,000
• New York City: $161,000 - $241,000
• San Francisco Bay Area: $161,000 - $241,000
• California outside SF Bay: $144,000 - $217,000
• Washington State: $144,000 - $217,000 + benefits

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