Professional Services Strategy & Operations Program Manager

Location: Hybrid - Mountain View HQ or San Francisco preferred - also open to Remote.

We are looking for a Professional Services Strategy & Operations Program Manager to join our team at Moveworks. This role will be pivotal in maturing our Professional Services organization in order to drive operational excellence for our implementation, technical services, and support teams. You will advise, design, implement, and manage programs that drive both efficiency and customer outcomes for our PS org. You will partner with both Professional Services leadership and our Professional Services team members to help drive improvements in Professional Services margins via automations, process improvements, and analysis of both customer feedback and team capacity. 

Success in this role is all about being a business athlete who innovates with an eye towards process efficiency, building strong cross-functional partnerships, and driving impactful results. You must display great business intuition and show a willingness to advise our leadership team on solutions that you proactively create. If you are passionate about data-driven decision-making, thrive in fast-paced environments, and excel at cross-functional collaboration, we’d love to hear from you.

What will you do?

Capacity + Headcount Planning

• Build a staffing model for both the Implementation and Technical Services teams based on level of work and accurately account for IM and CSE capacity in a dynamic model
• Provide management real time insight on capacity and help them staff projects to ensure on-time delivery
• Proactively alert managers when ICs are becoming overloaded with work 

Statement of Work (SOW) + Billing Operations

• Creation, iteration, finalization of SOWs
• Build toward modular, easy-to-configure templates to quickly speed up SOW creation 
• Report on SOW fidelity on a per-project basis to understand if our SOWs are consistently being followed
• Create a simple and easy SOW amendment process 
• Partner with finance on billing operations on unique billing situations to ensure that finance has proper data pipelines to invoice customers correctly

Programs & Process Automation

• Own operations for PS and Implementation NPS, including regular reporting of analysis to PS management, Product, and Engineering
• Key partner in driving operations around the development and efficacy of the implementation risk program
• Partner with engineering to develop a system to automate the initialization activities when a new customer organization is created in our database 
• Partner with the Implementation team to develop analysis and assets to include in our pre- and post-launch materials for customers

Analysis

• Develop and maintain core delivery metrics for tracking efficacy across various professional services projects, including customer sentiment, SOW performance, and margin analysis
• Consistently review utilization of professional services hours by customers on our services subscription packages and make proactive recommendations to Professional Services and Sales for upsell opportunities
• Provide analysis on ideal workload for hitting time-based deadlines
• Build and maintain dashboards, reports, and alerts for various professional services initiatives

Tooling Ownership

• Become Rocketlane administrator and own the creation and maintenance of the customer portal in Rocketlane
• Create and maintain the Rocketlane templates for all the various implementation and SOW projects
• Create, maintain, and monitor the efficacy of implementation Rattle alerts
• Assist with the creation and maintenance of Professional Services-specific Slack workspaces
• Partner with GTM Ops and Customer Success Ops to ensure professional services integrations with Salesforce are operational

What you bring to the table

• 3+ years of experience in Professional Services or Customer Success operations, program management, or a related field.
• Proven track record of designing and managing programs that drive measurable results.
• Experience partnering with cross functional engineering and data science teams to create automations with critical business systems like Salesforce, NetSuite, Workato / Make, and Snowflake. 
• Strong analytical skills with experience in data analysis, reporting, and KPI tracking.  
• Advanced proficiency with spreadsheet programs like Google Sheets and Microsoft Excel, specifically using them to surface persuasive, data-driven insights for organizational leaders.
• Experience with Business Intelligence tools like Tableau and Mode.
• Experience enabling internal teams on process, tools, and playbooks.
• Proficiency with Customer Success tools and familiarity with CRM systems (e.g., Salesforce, Rocketlane).
• Excellent project management skills with the ability to manage multiple initiatives simultaneously.
• Strong communication and collaboration skills—able to work effectively with cross-functional teams.
• Passion for customer success and professional services and operational excellence, with a proactive and solution-oriented mindset.
• Bonus: Experience in SaaS, AI, or enterprise technology environments.

Base Compensation Range:

$115,000-$175,000