Senior Services Operations Manager
Date: Oct 1, 2024
Location: Austin, US, 78705 Nashua, US, 3063 Minneapolis, US, 55401
Company: Optimizely
At Optimizely, we're on a mission to help people unlock their digital potential. We do that by reinventing how marketing and product teams work to create and optimize digital experiences across all channels. With Optimizely One, our industry-first operating system for marketers, we offer teams flexibility and choice to build their stack their way with our fully SaaS, fully decoupled, and highly composable solution.
We are proud to help more than 10,000 businesses, including H&M, PayPal, Zoom, and Toyota, enrich their customer lifetime value, increase revenue and grow their brands. Our innovation and excellence have earned us numerous recognitions as a leader by industry analysts such as Gartner, Forrester, and IDC, reinforcing our role as a trailblazer in MarTech.
At our core, we believe work is about more than just numbers -- it's about the people. Our culture is dynamic and constantly evolving, shaped by every employee, their actions and their stories. With over 1500 Optimizers spread across 12 global locations, our diverse team embodies the "One Optimizely" spirit, emphasizing collaboration and continuous improvement, while fostering a culture where every voice is heard and valued.
Introduction
Optimizely is seeking an experienced Senior Services Operations Manager to join our Customer Success Operations team. This role will be critical to helping optimize, run and reinvent the day-to-day operations of our Onboarding, Adoption, Education and Consulting teams. This position will be responsible for providing best in class insights, designing solutions and working cross-functionally to implement process and change within the organization.
Job Responsibilities
- Help drive quarterly initiatives within the Onboarding, Adoption, Education and Expert Services organizations to establish operational rigor, improve billable hours and create scalable process.
- Help facilitate Professional Services Technology strategy and design framework.
- Establish Monthly, quarterly, annual reporting packages to serve each level of Professional Services Management with key insights needed to run their departments.
- Create and maintain process documentation related to how each department works, processes they are involved with and potential changes.
- Review and improve current process frameworks and begin to align all processes into a singular motion.
- Share and implement best practices within Professional Services
- Drive accountability within the professional services department to focus on the right metrics and improve KPIs.
- Identify gaps in process, operations, and systems as well as opportunities to grow.
- Develop and maintain trust cross-departmentally.
- Maintain your own current functional knowledge and technical knowledge of our platform.
- Stay on top of industry news, technology products, platforms and partners to provide and maintain a deep industry and ecosystem expertise.
Knowledge and Experience
- 5+ Years of work experience
- 3+ Years of experience of CsOps / RevOps at a SaaS company experience
- 2+ Years of Professional Services Experience
- Must Have: Kantata experience
Education
Bachelor’s degree or related educational degree or certificates
Competencies
Our culture is the most important thing we offer. We continuously aim to provide a high-growth space, both virtually and in person, where you can do your best work and, in the process, unlock your boundless potential. We are dedicated to providing meaningful rewards and development opportunities for our employees, recognizing performance and creating a supportive working environment.
Optimizely is committed to a diverse and inclusive workplace. Optimizely is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
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Nearest Major Market: Austin