Director, Professional Services Operations

Job Description:
As the Director of Operations for our Professional Services team, you will be responsible for overseeing our operational cadence, enhancing service delivery tracking and reporting, and ensuring the allocation of resources to achieve our business goals. You will collaborate with cross-functional teams such as Sales, Success, Support, Product and Marketing to improve internal operational workflows so that teams can engage, interact and execute easily and efficiently. Lastly, you will work hand-in-hand with the VP of Professional Services in driving our most strategic initiatives, fostering a culture of continuous improvement and advancing service delivery excellence.
Who you're committed to being:

• You enjoy learning and are open to new ways of doing things.
• You are not afraid to be yourself, experiment, make mistakes and learn from them, ask questions, or voice your concerns.
• When communicating you are self-aware, insightful, and proactive.
• You believe in continuous improvement and request frequent feedback from others.

What you'll do:
Leadership and Strategy - 15%

• Strategic Leadership: Develop and execute operational strategies that align with the overall business objectives and enhance service delivery efficiency.
• Support ProServ Leadership Team: Act as a strategic partner for ProServ Leadership motions such as ProServ All Hands, Leadership OnSites, Annual Team OffSite, QBRs, and annual planning.
• Team Management: Lead and mentor a team of operations professionals, fostering a high-performance culture through coaching
• and development.

Delivery Cadence and KPIs - 40%

• Project Tracking: Implement and manage project tracking through systems, tools and processes such that all committed ProServ services can be accurately tracked, reported, escalated and measured. Key metrics include time to value, timeliness, effort, and quality/CSAT.
• Resource Allocation & Capacity: Oversee assignment and allocation of resources across all ProServ projects, balancing customer needs, resource preferences and capacity constraints.
• Data Analysis: Create and maintain dashboards of operational data to monitor performance metrics, identify trends, generate reports, and provide insights for decision-making.

Internal and Cross-Functional Process Improvement - 30%

• Process Optimization: Identify opportunities for process improvements and implement best practices to streamline ProServ operations and improve internal and external customer outcomes.
• Cross-Functional Process Improvement: Collaborate with RevOps, Sales, Customer Success, Customer Support, Product, and Marketing teams to evaluate and improve cross-functional processes. Ensure processes are simple, aligned with company workflows, automated where possible, well documented, properly enabled, and supports a cohesive customer experience.

Day-to-Day Operational Effectiveness - 15%

• Documentation and Process Repository: Develop and maintain ProServ documentation and process repository in Confluence, HighSpot and GDrive.
• Utilization and Timecards: Ensure timely submission of weekly timecards from all ProServ delivery personnel. Create utilization dashboards and reporting.
• Training & Systems Support: Assist in onboarding new team members. Act as a systems and tools liaison between ProServ and IT/RevOps.

Experience you'll bring:

• 5+ years of experience in operations, project management, implementation or a similar role, preferably within Professional Services at a SaaS or technology company
• Proven track record of driving operational excellence
• Strong analytical and problem-solving skills, with proficiency in data analysis and reporting
• Exceptional communication and interpersonal skills, with the ability to influence and collaborate effectively at all levels
• Strong communication and interpersonal skills, capable of working effectively with diverse internal teams.
• Ability to thrive in a fast-paced environment and adapt to changing priorities.

Requirements:

• Requires a minimum of 12 years of related or equivalent experience; or 8+ years and an advanced degree.
• Bachelor's degree in Business Administration, Operations Management, or a related field.
• 2+ years experience directly managing people

Travel Requirements:
While Pluralsight operates under a remote and hybrid work model, we believe that in-person connection and collaboration are important. Recurring travel to our HQ in Utah may be required depending on the role and team member location.
Why you'll love working here:

• We're remote- and hybrid-friendly
• We're mission driven and guided by our culture pillars
• We have a strong commitment to diversity and belonging
• We cultivate a culture of trust, autonomy, and collaboration
• We're lifelong learners and champion team member growth and advancement
• We've got you covered - team member benefits include competitive compensation packages, medical coverage, unlimited PTO and Summer Fridays, wellness reimbursements, Pluralsight subscription, professional development funds and more.

About us:
We're Pluralsight, the technology workforce development company that helps teams build better by knowing more and working better together. Using our Skills, Flow, and Cloud products, teams can develop critical skills, improve processes and gain data-driven insights.
Learning and development are at the core of who we are. We're out to help every technologist build better, and we're looking for curious, talented people to help us inspire and empower the tech workforce to achieve their goals. Our culture of autonomy, continuous learning, and collaboration creates an environment for growth and empowers us to drive impact through innovation.
Physical and Mental Requirements:
Work is performed in an office (or home office) environment and requires the ability to operate office equipment and keyboards. Sedentary work. Repetitive work. Ability to perform tasks related to documentation, data analysis, transcription and extensive content analysis. Learn new tasks, remember processes, complete tasks independently, and make timely decisions in the context of a workflow.
EEOC Statement
Bring yourself. Pluralsight is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, age or protected veteran status. Pluralsight will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please visit the bottom of our website to learn how to request an accommodation.
For more information on Pluralsight's commitment to building a more diverse and inclusive workforce, please review our most recent Diversity, Equity, Inclusion and Belonging report here.
The annual US base salary range for this role is $127,200 - $157,000 USD. Pluralsight's pay ranges vary based on work location. Talent Acquisition can share more detail during the hiring process when applicable. Each candidate's compensation offer will be based on multiple factors including, but not limited to, geography, experience, skills, job duties, and business need, among other things. In addition to the base salary, this role may also be eligible for benefits and bonuses.
Applications must be submitted within 90 days after the initial posting date to be considered.
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