Professional Services Operations Manager

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—one 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 to the Professional Services pillar for thought partnership, strategy, planning, analytics, operations, systems, and process improvement. This 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 strive to hold leaders accountable to company-wide metrics defined in VMTMs. The ideal candidate is an enthusiastic professional who thrives in a fast-paced environment and possesses a strong curiosity for “how things work” and “how things should work”. You are a solution- and execution-oriented individual with a dedication for getting things done.

As Professional Services Operations Manager, you will focus on the following:

• Partner with regional professional services leaders to identify and drive process improvements. Ensure successful implementation of new programs through the professional services organization.

• Support practice management and resource management in maximizing available capacity to staff customer engagements:

  • Partnership with Professional Services leadership and FP&A leadership maintain services capacity model
  • Lead weekly PS Assignment calls
  • Assist the team in adhering to strict utilization metrics
  • Improve estimates vs. actuals accuracy

• Own all recurring processes for the Professional Services business, including:

  • Audits of Salesforce and PSA data to ensure operational excellence in our CRM
  • Support CS Ops Analyst and Professional Services leadership in the assignment of internal resources and early identification of need for subcontracted resources
  • Have awareness and provide PS support as needed to the subcontractor process as it relates to PS team capacity

• Ensure accuracy of data, reports, and dashboards to provide data-driven insights on key performance indicators (KPI) and standardized business metrics, including resource management data to aid with revenue and budgetary goals.

• Work with PS leadership to ensure effective use and adoption of the PSA solution for time tracking and capacity planning.

• Actively participate in the end-to-end execution of annual planning process to include headcount, utilization, and goal planning

You’ll be a great addition to the team if you have:

• Experience in building and maintaining effective working relationships with coworkers, managers, and employees, working effectively in a global team environment with shared responsibilities.
• Execution and customer service oriented skills, able to effectively prioritize and complete stakeholder deliverables on-time and drive outcomes.
• Experience with the Kantata-Mavenlink PSA tool.
• Other post-sales operations experience.

At a minimum, you need to have:

• At least 3 years of demonstrated progressive experience with professional services operations and/or resource management
• 2+ years of experience as a system administrator (or similar) for a Professional Services Automation (PSA) tool.
• Proven track record of creating reports and dashboards and establishing valid datasets from multiple disparate data sources
• Excellent verbal and written communication skills and the ability to communicate ideas visually and create and conduct internal presentations.
• Problem-solving mentality and positive attitude towards the change that comes with working at a rapidly growing company.
• Strong interpersonal skills with the ability to convey and relate ideas to others and work in a collaborative and cross-functional environment
• A self-starter mentality and the ability to work independently and as part of a distributed team

Who We Are

The Company: Amplitude is filled with humble, life-long learners who are eager to help one another and the company succeed. Our values of growth mindset, ownership, and humility are core to the way we work: we’re tenacious in the face of challenges, we take the initiative to solve problems that drive our shared success, and we operate from a place of empathy and openness, seeking to understand many points of view.

The Product: Amplitude is a digital analytics platform—we help companies capture data they can trust, uncover clear insights about customer behavior, and take faster action. This empowers teams to build better product experiences that drive business growth. We’re super proud of what we’ve built and continue to expand: a platform that empowers companies to thrive in the digital era.

Some of our benefit programs include:

• Excellent ​M​edical, ​D​ental and ​V​ision insurance coverages, with 100% employer-paid premiums for employee ​M​edical, ​D​ental,​ ​​​​​​​​Vision on select plans
• Flexible time off, ​p​aid holidays, and more
• Generous stipends to spend on what matters most to you, whether that’s wellness (monthly), commuter transit/parking (monthly), learning and development (quarterly), home office equipment (annual), and much more
• Excellent Parental benefits including​:​ 12-20 weeks of Paid Parental Leave, Carrot Fertility Benefits/Adoption/Surrogacy support, Back-up Child Care support
• Mental health and wellness benefits including no cost employee access to Modern Health coaching & therapy Sessions and high quality physician office experience via One Medical membership (select U.S. locations only)
• Employee Stock Purchase Program​ (ESPP)​

Other fun facts about Amplitude:

• We were recognized in the Newsweek Excellence Index 2024.
• Our customers love us! They’ve said we’re the #1 product analytics solution for 15 quarters in a row on G2.
• We’re focused on growth. Check us out in Deloitte’s 2023 Technology Fast 500™
• We care A LOT about product innovation. Fast Company called us the #3 most innovative enterprise companies in the world.
• We invest in our people. We offer mentorship programs, management training, and wellness initiatives.
• We give back to our communities. We give every Ampliteer a charitable giving grant and paid volunteer time off.
• We were founded in 2012, went public via a direct listing in September 2021, and are now trading under the ticker $AMPL.
• We’re a global and fast-growing team! We have employees around the world and offices in San Francisco (HQ), New York, Vancouver, Amsterdam, London, Paris, Singapore, and Tokyo.
• Our mascot is the datamonster, who loves to chow down on numbers, charts, and graphs. Nom nom.

Amplitude provides equal employment opportunities (EEO). All applicants are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.

This role is eligible for equity, benefits and other forms of compensation.

Based on Colorado law, the following details are for individuals who will work for Amplitude in Colorado. Colorado range: $144,000 - $217,000 total target cash (inclusive of bonus or commission)

Based on legislation in New York City, the following details are for individuals who will work for Amplitude in New York City. New York City salary range: $161,000 - $241,000 total target cash (inclusive of bonus or commission)

Based on legislation in California, the following details are for individuals who will work for Amplitude in San Francisco Bay Area of California. Salary range: $161,000 - $241,000 total target cash (inclusive of bonus or commission)

Based on legislation in California, the following details are for individuals who will work for Amplitude in California outside of the San Francisco Bay Area. California salary range: $144,000 - $217,000 total target cash (inclusive of bonus or commission)

Based on legislation in Washington state, the following details are for individuals who will work for Amplitude in Washington state. Washington salary range: $144,000 - $217,000 total target cash (inclusive of bonus or commission)

Based on legislation in Washington state, the following details are for individuals who will work for Amplitude in Washington only: unlimited PTO, 10 to 13 holidays annually (will vary), medical dental and vision PPO and CDHP plans. Finally, a company sponsored 401(k) retirement plan.

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