The opportunity
Customer Experience Operations is building out the foundation needed to grow and support Professional Services at GitLab. We are looking for a Staff Professional Services Operations Lead to establish scalable operations across PS, supporting planning and resource management,…
What you'll do
Mature the PS operating cadence, including forecasting & planning alignment,: business reviews, performance reporting, and executive readouts.
Establish connected capacity, utilization, and resource management practices: across billable and non-billable roles, including skill-based staffing and hiring planning.
Improve visibility and deliver insights into project economics, including: rate cards, fully loaded costs, burden rates, project margin, fixed-fee budgets, utilization, and revenue recognition.
Partner with Finance, Sales, Customer Success, CX Engineering, Solutions: Architecture, and Delivery to improve PSA, time-tracking, CRM, reporting, and related tooling.
Define requirements and lead process improvements, automations, and: efficiency drivers across Professional Services, Operations, and newly integrated services teams.
Improve go-to-market alignment by tracking PS attach, connecting PS planning: to account and renewal timelines, and enabling earlier PS involvement in deal strategy and account planning.
What they're looking for
- Partner cross functionally to deliver improvements in service catalog,: pricing and packaging, SKU governance, and partner or channel delivery models.
- Document processes, clarify roles and decision rights, and partner with: Analytics to build self-service reporting that reduces dependencies of PS leadership for day-to-day execution.
