Essential Duties and Responsibilities:

Operations, Analytics & Insights

• Build and maintain reporting that ties cost, headcount, output, and revenue together
• Develop metrics around utilization, efficiency, throughput, and capacity
• Create dashboards and reporting used by leadership for planning and decision-making
• Establish baseline performance metrics and define improvement targets over time
  
  

Tooling & Systems

• Own the selection, configuration, and optimization of tools used by Professional Services
• Reduce or eliminate manual reporting and spreadsheet-heavy workflows
• Improve data consistency and reliability across systems (e.g., CRM, collaboration tools)
• Define and enforce clear sources of truth for operational and client data

 Process & Enablement

• Design, document, and maintain scalable standard operating procedures
• Improve onboarding and handoff workflows to ensure teams start projects with complete information
• Partner with services leadership to drive adoption, training, and accountability
• Identify bottlenecks and implement process improvements that scale with growth

Cross-Functional Collaboration

• Partner with Finance to align operational metrics with cost and planning models
• Partner with Customer Success to incorporate quality, retention, and churn insights
• Improve Sales-to-Services handoffs and cross-team communication
• Translate data into clear, actionable recommendations for leadership

Problems You’ll Help Solve

• Fragmented tools and duplicated data with no single source of truth
• Manual, time-consuming reporting that limits strategic planning
• Inefficient onboarding and handoffs that delay delivery and frustrate clients
• Overuse of meetings and collaboration tools that reduce time on task
• Operational risk caused by undocumented processes and single points of failure
• Limited visibility into ROI of staffing and investment decisions
  
  

 What Success Looks Like

• Leadership has trusted visibility into cost vs. output vs. revenue
• Core services processes are standardized, documented, and adopted
• Manual reporting work is significantly reduced
• Onboarding and handoffs are faster, cleaner, and more consistent
• Operational data directly informs staffing and investment decisions

Work Experience Qualifications:

• 6+ years of experience in operations, analytics, business operations, and/or services operations
• Experience supporting Professional Services, SaaS services, consulting, or delivery-based teams
• Design, build, and maintain scalable dashboards and reporting solutions using Power BI and SQL-based data models.
• Strong analytical skills with the ability to turn data into operational decisions
• Hands-on experience with reporting tools, dashboards, and workflow systems
• Proven ability to build processes and drive adoption across teams
• Comfortable partnering with Finance and Customer Success stakeholders
• Highly organized, proactive, and able to operate with autonomy

 Compensation:  $100,000 - $125,000 annual base salary

Benefits:

• Health, Dental, Vision Insurance
• STD, LTD, Life Insurance
• 401(k)
• PTO and Paid Holidays