Operations Manager, Professional Services

We're HCSS . We're a software company based in Sugar Land, TX, and we provide innovative solutions for the construction industry that help streamline their operations. Our mission at HCSS is helping customers achieve excellence through our proven, customer-centric, end-to-end solutions and exceptionally helpful service while providing a great life for our employees. With this mission at the forefront of everything we do, we're recognized as a pioneer and leader in our market and nominated the "Best Companies to Work for in Texas" 15 years in a row.
Who We Need:
The Professional Services Operations Manager will be critical in optimizing our consulting, implementation, and PMO processes and improving the customer's onboarding experience. This role involves working closely with the Professional Service team to analyze data, collaboratively develop and implement operational strategies, and support our customer onboarding and further development process.
Qualifications:

• Strong background in Professional Services operations
• Knowledge of PMO, Implementation, and Consulting Processes and tools
• Ability to identify gaps in reporting, processes, practices, and workflows
• Strong ability to implement processes to improve efficiency and create scalability
• Ability to identify and leverage tools and information to improve customer experience from Sales through to Customer Success
• Ability to identify trends and leading indicators to improve processes
• Ability to efficiently create and update Power BI dashboards on the front and back end.
• Ability to configure and develop for the various PS tools:
  • Mission Control
  • OpenAir
• Ability to work with various data storage methodologies

Additional Attributes:

• Be supportive, trusting, focused, goal-oriented, knowledgeable, observant, respectful, patient and a clear communicator with team members and other departments
• Self-starter
• Independent worker
• High level of curiosity
• Highly competitive and intrinsically motivated to win
• Agile approach, can proactively fill the working week with projects from a queue
• Excellent written and verbal communication skills with technical, non-technical, executive, and non-executive audiences

What'll you'll do:
The Professional Services Operations Manager will own the processes that the Professional Services department uses to onboard customers, accurately identify at-risk accounts, and quantitatively measure the value customers receive from the services provided.
Operational Support:

• Assist the Professional Services team with day-to-day operational tasks and projects.
• Develop and maintain implementation, training, and consulting workflows, processes, and documentation.
• Coordinate cross-departmental initiatives to improve customer experience and satisfaction.
• Identify, procure, and implement tools and solutions that increase the efficiency of the team.
• Identity ways to decrease time to value

Data Analysis and Reporting:

• Collect, analyze, and report on leading indicators and key performance indicators (KPIs).
• ROM Estimating: estimate project's level of effort and cost to complete
• Identify trends and insights to inform decision-making and strategic planning.
• Create and maintain dashboards and reports to track project performance.

Customer Onboarding and Engagement:

• Support the onboarding process for new customers, ensuring a smooth transition and setup.
• Monitor customer engagement and usage patterns to identify opportunities for proactive support.
• Monitor customer call drivers to identify opportunities for additional training or consultative services.

Process Improvement:

• Continuously evaluate and improve Professional Services processes and tools.
• Own process issues that arise from start to resolution
• Develop solutions and work with leadership to identify the best course of action
• Collaborate with the Professional Services team to identify areas for operational efficiency and implement best practices.
• Drive the adoption of Professional Services software and technology solutions.

BENEFITS & PERKS:
Part of our mission statement is to provide a great life for our employees. We believe that happy employees make for a better company, so we take care of them. Here are a few of the perks we offer:

• Flexibility for you to work in-office or hybrid..
• Medical and Dental Premiums.
• On-site amenities including covered basketball court, soccer field, 200-meter track, etc.
• 401K with match.
• Tuition reimbursement.
• And more!