Professional Services Operations Manager

Ping Identity; United States; Remote; USD 100,000 - 130,000; Full time

Job summary

A leading identity management company is seeking a Remote Professional Services Operations Manager to enhance core operational processes. The role focuses on analyzing pipeline data, managing the PS intake mechanism, and maintaining documentation. Candidates should have over 7 years in operations with strong skills in Salesforce and Confluence.

Qualifications

• 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.
• Hands-on experience with PSA tools and collaboration platforms.

Responsibilities

• Lead pipeline reporting and analysis to provide insights into coverage and predictability.
• Design, launch, and own the PS Intake Mechanism for operational requests.
• Own and maintain the PS Operations Playbook in Confluence.

Skills

Professional Services Operations

Sales Operations

Revenue Operations

Forecasting processes

Process documentation

Workflow design

Communication skills

Organizational skills

Education

Bachelor's degree in Business or related field

Tools

Kantata

Salesforce

Confluence

Job description

Professional Services Operations Manager

USA - Remote

About Ping Identity:

Our intelligent, cloud identity platform lets people shop, work, bank, and interact wherever and however they want. Without friction. Without fear.

While protecting digital identities is at the core of our technology, protecting individual identities is at the core of our culture.We champion every identity. One of our core values, Respect Individuality, reminds us to celebrate differences so you are empowered to bring your authentic self to work.

We're headquartered in Denver, Colorado and we have offices and employees around the globe. We serve the largest, most demanding enterprises worldwide, including more than half of the Fortune 100. At Ping Identity, we're changing the way people and businesses think about cybersecurity, digital experiences, and identity and access management.

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.

Key Responsibilities

Bookings & Forecasting

• 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.

Intake & Prioritization

• 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.

Enablement & Documentation

• 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.

Strategic Project Support

• 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.

Qualifications

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

What Success Looks Like

• Bookings & Forecasting: Regional forecast calls run smoothly; pipeline reporting is accurate and actionable; inputs provided consistently to support the global forecast roll-up.
• Intake & Prioritization: All requests flow through a single intake mechanism; backlog is categorized, prioritized, and tracked transparently; SLAs are met.
• Enablement & Documentation: Confluence Playbook is current, widely adopted, and embedded into onboarding; SOPs and governance processes are documented and repeatable.
• Strategic Project Support: Requirements and UAT support enable smooth execution of automation and integration projects; PS Ops initiatives are rolled out successfully with strong enablement.
• Collaboration & Influence: Recognized as a trusted partner to the PS Ops & Strategy Director, regional leadership, and cross-functional teams by providing structure, clarity, and follow-through.

Ping is the collective sum of all our individual experiences, backgrounds and influences and we pride ourselves in growing and learning together. We are committed to building an inclusive and diverse environment where everyone’s individuality is respected and everyone has an Identity. In recruiting for new colleagues, we welcome the unique contributions you can bring and encourage you to be your best self.

We are an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.