Professional Services Operations Manager

An Overview of the Role

As part of our Global Professional Services Operations team, you'll work with colleagues who are passionate about delivering customer value through operational excellence and innovation. We believe in empowering our team members to innovate, take ownership, and make a real impact on our business and our customers' success.

As the Professional Services Operations Manager, you'll be the architect of our operational ecosystem, orchestrating seamless connections between systems, processes, and people across the entire PS organization. From streamlining workflows to implementing transformative automation, you'll build and manage the operational foundation that enables our teams to excel while continuously improving our capabilities through strategic initiatives. This role goes beyond traditional operations – you'll drive global impact by designing scalable solutions that enhance efficiency and effectiveness, ensuring our Professional Services organization can deliver exceptional value while supporting rapid growth and adaptation to evolving customer needs.

What You’ll Do

• Process Excellence
• Architect innovative workflows that drive efficiency and scale across our PS organization
• Spearhead high-impact improvement initiatives that directly enhance client experience
• Build the operational foundation for our next phase of growth
• Systems & Technology
• Shape our technology ecosystem to power seamless service delivery
• Lead strategic enhancement projects that transform how we operate
• Partner with IT to create integrated systems that amplify team effectiveness
• Automation & Innovation
• Pioneer intelligent automation solutions that eliminate manual work
• Discover and implement cutting-edge technologies that give us competitive advantage
• Transform ideas into operational reality through technical partnerships
• Change Leadership
• Guide transformational initiatives that elevate our entire organization
• Empower teams through engaging training and clear communication
• Create the roadmap for successful adoption of new ways of working
• Strategic Partnerships
• Collaborate with PS leadership to turn vision into operational excellence
• Build powerful cross-functional alliances across Sales, Finance and Delivery
• Become the trusted operational advisor connecting PS with the broader organization

What You’ll Bring

• 7-10 years of progressive experience in operations, process management, or similar roles
• Strong background in professional services operations or consulting environments
• Demonstrated success in implementing process improvements and automation solutions
• Experience with PSA tools (e.g., Kantata, FinancialForce, OpenAir) and CRM systems
• Excellent analytical skills with ability to translate data into actionable insights
• Exceptional project management capabilities with track record of successful implementations
• Strong understanding of change management principles and methodologies
• Outstanding communication and stakeholder management abilities
• Bachelor's degree in business, operations management, or related field
• You share our values, and work in accordance with those values.
• Ability to use GitLab
• Ability to travel if needed and comply with the company’s travel policy

Hiring Process

Applicants for this position can expect the hiring process to follow the order below. Please keep in mind that applicants can be declined from the position at any stage of the process. To learn more about someone who may be conducting the interview, find their job title on our team page.

• Selected candidates will be invited to schedule a 30min screening call with one of our Global Recruiters
• Next, candidates will be invited to schedule a first interview with the Hiring Manager
• Next, candidates will be invited to interview with 2-5 teammates
• There may be a final executive interview for any IC role

Additional details about our process can be found on our hiring page.

How GitLab will support you

• Benefits to support your health, finances, and well-being
• All remote, asynchronous work environment
• Flexible Paid Time Off 
• Team Member Resource Groups
• Equity Compensation & Employee Stock Purchase Plan
• Growth and Development Fund
• Parental leave 
• Home office support

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.

Compensation

To view the full job description and its compensation calculator, view our handbook. The compensation calculator can be found towards the bottom of the page.

Additional details about our process can be found on our hiring page.