Professional Services Operations Manager

OverviewAmplitude is the leading digital analytics platform that helps companies unlock the power of their products. We serve 4,300+ customers, including Atlassian, NBCUniversal, Under Armour, Square, and Jersey Mike's, delivering self-service visibility into the customer journey. Our mission is to help teams capture trusted data, uncover clear insights about customer behavior, and take faster action to deliver better product experiences and drive growth. Amplitude is ranked #1 in multiple categories in G2's Summer 2025 Report.Amplitude values humility, ownership, and a growth mindset. We strive to improve ourselves, each other, and the value we bring to customers and partners. We are committed to diversity, equity, and inclusion (DEI) and aim to create an inclusive environment that supports psychological safety, empathy, and human connection.About The Role & TeamWe are seeking a Professional Services Operations Manager with deep experience in Resource Management. Reporting to the Sr. Director, Customer Success Strategy and Operations, this role serves as Process Owner for the Professional Services pillar, partnering on strategy, planning, analytics, operations, systems, and process improvement. The goal is to future-proof the Professional Services organization by designing scalable processes that meet current needs, anticipate future needs, improve efficiencies, and drive accountability to company-wide metrics defined in VMTMs.The ideal candidate is a proactive, solution- and execution-oriented professional who thrives in a fast-paced environment and is curious about how things work and how they should work.ResponsibilitiesPartner with regional professional services leaders to identify and drive process improvements and ensure successful implementation of new programs across the professional services organization.Support practice management and resource management to maximize capacity for staffing customer engagements, including:Ensure timesheet compliance (completion, approvals)Collaborate with Professional Services leadership and FP&A to maintain the services capacity modelLead weekly PS Assignment callsHelp teams adhere to utilization metricsImprove estimates vs. actuals accuracySupport monthly timesheet reconciliation with FinanceOwn recurring PS business processes, including: weekly production of the professional services forecast (new bookings, renewals, expansion, attach rate); audits of Salesforce and PSA data for CRM operational excellence; resource assignment in PSA and early identification of subcontracting needs; awareness and support of subcontractor processes related to PS capacity; collaboration with Procurement and PS leadership to create and manage purchase orders for subcontractors.Ensure data accuracy, reporting, and dashboards to provide data-driven insights on KPIs and standardized metrics, including resource management data for revenue and budget goals.Drive effective use and adoption of the PSA solution for time tracking and capacity planning across the PS organization, including leadership visibility.Explore opportunities to incorporate AI and automation into the professional services cadence.Participate in end-to-end annual planning, owning the PS capacity plan, headcount, utilization, and goal alignment with business metrics.QualificationsExperience building and maintaining relationships in a global, cross-functional team environment.Execution- and customer-service-oriented with the ability to prioritize and deliver stakeholder outcomes on time.Experience with Kantata-Mavenlink PSA tool or similar.Other post-sales operations experience.Minimum RequirementsAt least 5 years of progressive experience in professional services operations and/or resource management.2+ years as a system administrator for a Professional Services Automation (PSA) tool.Proven track record of creating reports and dashboards from multiple data sources.Excellent verbal and written communication skills, including ability to convey ideas visually and present internally.Problem-solving mindset and adaptability to a rapidly growing company.Strong interpersonal skills for cross-functional collaboration.Curiosity about applying AI and automation in Professional Services Operations.Self-starter with ability to work independently and in a distributed team.Who We AreThe Company: Amplitude is a growth-focused, learning-oriented company that values ownership and humility. We strive for empathy and openness while solving problems that drive shared success.The Product: Amplitude is a digital analytics platform that helps teams capture trusted data, gain insights into customer behavior, and act quickly to improve product experiences and drive growth.BenefitsExcellent medical, dental, and vision insurance with employer-paid premiums for employee coverage on select plansFlexible time off, paid holidays, and moreStipends for wellness, commuting, learning and development, home office equipment, and moreParental leave (12-20 weeks) with fertility, adoption, and surrogacy supportMental health benefits including coaching/therapy and One Medical memberships (select locations)Employee Stock Purchase Program (ESPP)NoteAmplitude provides equal employment opportunities (EEO). All applicants are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, disability, veteran status, or sexual orientation. #J-18808-Ljbffr

Created: 2025-09-17