Senior Manager, Professional Services Operations (Remote Eligible)

The Okta Customer First Team is looking for a Senior Manager of Professional Services Operations to join the Customer First Ops & Strategy team. This position will partner closely with our VP of PS AMER and the leadership team to scale and accelerate. The responsibilities include management of operating metrics, system and process improvement design and execution, deploying and driving best practices to ensure consistency, quality and maximum efficiency of the organization.

This role will report into the Senior Director, Customer First Ops and Strategy, whose team supports the entire post sales GTM team and consists of: Professional Services, Education Services, Customer Success Managers, Customer Support and Renewals. This is a very cross functional, highly visible and high-impact role that requires a strong sense of ownership and drive. You must have strong analytical and program management skills, executive presence, and the ability to collaborate and provide high-quality deliverables and support to stakeholders.

Job Duties & Responsibilities: 

  • Forecasting
    • Drive the forecasting process tied to the following key metrics: billings, bookings, utilization, subcontractors, margin. 
    • Develop and iterate on KPIs and dashboards that give leadership the visibility they need tied to performance business drivers.
    • Monitor trends in accuracy and be able to explain deltas in the week over week. 
  • Financials
    • Partner with FP&A on the yearly and quarterly planning process. 
    • Own the target setting process for each role and ensure communications and approvals are effective and timely.
    • Analyze financial data to identify business insights and opportunities for efficiencies and process improvements. 
    • Model various scenarios to help leadership make critical decisions impacting budget and headcount.
    • Recommend and develop operational initiatives to execute on the business strategy.
  • Processes
    • Develop, implement and evolve processes, frameworks and tools with a focus on change management, automation and scalability.
    • Recommend and design incentive compensation programs that reinforce desired behaviors.
    • Recommend and develop operational initiatives to execute on the business strategy.
    • Manage and facilitate strategic initiatives by working with cross functional teams to successfully launch new programs and operational components. 
    • Act as the voice of PS in support of major systems projects and other change management initiatives.
    • Provide ongoing operational process oversight and monitoring of process adherence and governance.
  • Leadership
    • Partner with leadership to create and publish deliverables for periodic operation reviews illustrating on the state of the business and operational scorecards.
  • Strategy
    • At the direction of PS leadership, develop strategic plans and frameworks and perform analysis needed to develop the plan.
    • Collaborate with other departments to obtain and analyze information and content needed to support the strategic plan.

Required Skills & Qualifications:

  • 7+ years of professional services operations or related experience, preferably in enterprise software.
  • Bachelor’s degree required.
  • Experience with program/project management.
  • Experience with Salesforce/FinancialForce.
  • Experience in an operational role with success in identifying and executing process and program improvements.
  • Strong observation, analytical, numerical reasoning, business acumen and leadership skills.
  • Ability to manage multiple tasks and tight deadlines with confidence and ease.
  • Ability to bring clarity and structure when managing fluid expectations and evolving demands.
  • Ability to facilitate cross functional meetings.
  • Ability to develop presentations, analysis and other related content to properly communicate results and direction across the organization.

Okta is an Equal Opportunity Employer.

Okta is rethinking the traditional work environment, providing our employees with the flexibility to be their most creative and successful versions of themselves, no matter where they are located.  We enable a flexible approach to work, meaning for roles where it makes sense, you can work from the office, or from home, regardless of where you live.  Okta invests in the best technologies and provides flexible benefits and collaborative work environments/experiences, empowering employees to work productively in a setting that best and uniquely suits their needs.  Find your place at Okta 

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