Professional Services Operations Manager

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Our mission is simple: to transform lives through learning. Your work helps people around the world build skills they can use whether theyre picking up something new or leveling up to stay ahead.

Over 80 million learners and 17000 businesses already learn with Udemy. If youre excited by change energized by learning and ready to have a real impact youll feel right at home.

Learn more about us on our company page.

Where we Work

Udemy is a global company headquartered in San Francisco with additional U.S. offices in Denver and Austin and international hubs in Australia India Ireland Mexico and Trkiye. This is an in-office position requiring three days a week in our Austin office (Tuesday Wednesday Thursday) and flexibility on Mondays and Fridays.

About your skills

• Project Management: Strong understanding of project management methodologies and tools. PMP or similar certifications are a plus.

• Process Improvement: Ability to identify inefficiencies propose solutions and implement changes to improve operational performance.

• Data-Driven Decision Making: Comfortable using data and analytics to make informed decisions track performance and drive improvements.

• Cross-Functional Collaboration: Experience working closely with Sales Product and Customer Success teams to ensure alignment and successful service delivery.

• Customer-Centric Mindset: A commitment to ensuring a high level of client satisfaction and service excellence

About this role

As a Professional Services Operations Manager you will play a key role in ensuring the efficient delivery of professional services to our clients. You will be responsible for optimizing our internal processes enhancing service delivery performance and driving operational improvements. This role requires a blend of leadership strategic thinking and operational expertise.

What youll be doing

Operations:

• Maintain configure and administer PSA systems (Certinia)

• Manage ProServ initiatives project prioritization and communication of operational updates

• Advocate for ProServs inclusion in key business initiatives and operational changes

• Monitor and communicate changes impacting ProServ and cross-functional teams

• Analysis

• Implement reporting dashboards and metrics tracking for the Professional Services teams

• Collaborate with ProServ leaders to provide reports focused on financial and resource management data to aid with revenue and budgetary goals (e.g. cost to serve)

• Forecast sales predict financial results and ensure shared systems (e.g. SFDC) provide necessary ProServ data to xfn partners

Strategy:

• Represent ProServ in operational changes; assess impacts on deliverables and resources.

• Develop and manage operational training for ProServ team on systems and processes

• Lead the strategic roadmap for PSA system evolution and integration with other tools

• Manage special projects and OKRs and contribute to policy and procedure documentation

• Enhance administrative processes and tools used by the delivery

• Act as subject matter expert for services revenue-related processes

• Ensure data hygiene and governance across Udemy systems (e.g. SFDC PSA) for accurate data sharing

• Track and resolve escalated operational issues (e.g. project delays missing requirements)

• Implement and integrate scalable processes for service delivery

• Track and manage service offering milestones ensuring that all operational requirements are met before launch

• Establish reporting mechanisms to track new services success and support revenue goals.

What youll have

• Proven experience (4 years) in a Professional Services Operations role in a high-volume SaaS company.

• Strong understanding of SaaS business models and Professional Services revenue and delivery expertise and analysis

• Certinia Expertise Required: Hands-on experience working with Certinia including project management resource allocation and reporting.

• Experience in Project Management and backlog prioritization

Why work here

Youll grow here.
Learning is part of the job. Youll get full access to Udemy courses a monthly UDay to invest in yourself and a budget to spend on whatever helps you improve. Many people are diving into AI lately but what you focus on is up to you.

AI is real here.
We use it in the way we learn and the way we work. Youll have the space and tools to experiment apply and get better at using AI in practical ways.

Youll own your work.
We trust people to lead make decisions and follow through. You dont need to wait for permission or layers of approval to have an impact.

Youll build with others.
We collaborate openly and shape ideas together. Everyone has a voice and good thinking is welcomed from any direction.

Youll see your impact.
What you build helps people grow their skills change their careers or find a path forward. Youve got the experience why not use it to help others gain theirs

Bring your curiosity. Well bring the platform and the support. Lets LEARNtogether.

Our Benefits Start with U

Our benefits start with you and were built to provide you and your family with the protection and care you need making it easy to access the right coverage when you need it most. Benefits vary by region and we encourage applicants to review our US Benefits Ireland Benefits & Turkiye Benefits pages to get an understanding of some of the benefits we offer. For details on region-specific benefits please refer to the information provided during the hiring process.

Information regarding data privacy is available within the Udemy Careers Privacy Notice.