Support the development and execution of the Professional Services strategy aligned with company goals and SaaS business models.
Partner with senior leadership to translate strategic priorities into actionable plans and measurable outcomes.
Analyze market trends, customer needs, and internal performance data to inform decision-making.
Drive day-to-day operational effectiveness of the Professional Services organization across regions.
Define, track, and report on KPIs, metrics, and dashboards to ensure performance visibility and accountability.
Establish and improve scalable, repeatable processes for consistent service delivery.
Partner with cross-functional teams (Sales, Customer Success, Product, Finance) to ensure seamless execution.
Act as a thought partner to leadership by providing structured insights and recommendations.
Support the design and continuous improvement of service offerings to meet customer expectations.
Monitor customer outcomes and feedback to drive service quality and satisfaction.
Partner with delivery leaders to ensure consistent, high-quality execution.
Drive adoption of new processes, tools, and operating models across the organization.
Support change management initiatives to improve efficiency and scalability.
Foster collaboration across global and cross-functional teams.

12-15 years of experience in professional services, consulting, or operations roles, preferably in SaaS or software organizations.
Proven experience driving operational improvements and supporting strategy execution.
Strong analytical and problem-solving skills with a data-driven mindset.
Experience working cross-functionally in global, matrixed environments.
Familiarity with KPI frameworks, dashboards, and process optimization.
Strong communication and stakeholder management skills.
Experience supporting executive-level reporting and business reviews is a plus.

Senior Manager – Strategy & Ops

Key skills