At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our mission is to amplify that potential by developing intuitive products that simplify learning, foster meaningful relationships, and inspire individuals to advance in their education and careers. We achieve this by providing smart, creative, and passionate individuals the opportunity to build exceptional solutions.
That's where you come in.
As the Professional Services Strategy & Operations Manager, you will be the strategic partner and point person for the SVP of ProServe and lead process, systems, and business intelligence strategy and execution. You will support the Professional Services team's growth and effectiveness by developing and managing processes, systems, and tools that enable streamlined operations. This role requires a strategic, data-driven individual with expertise in SaaS, education technology, and customer-centric operations to drive improvements across our project management, resource allocation, reporting, and customer engagement initiatives. This person will work cross-functionally with teams such as Customer Success, Sales, Product, and Finance to ensure alignment and efficient execution.
Key Responsibilities:
Operational Strategy & Execution:
Design and implement processes to streamline the Professional Services team's workflow, optimizing resource utilization and project delivery.
Collaborate with senior leadership to define strategic priorities, KPIs, and operational goals, driving execution to meet and exceed targets.
Process Optimization:
Identify and implement process improvements for customer onboarding, project management, and post-deployment support.
Leverage data to analyze operational bottlenecks and recommend solutions to enhance team efficiency and customer satisfaction.
Resource Management & Capacity Planning:
Develop and manage resource allocation and capacity planning models to ensure optimal staffing levels for customer projects.
Monitor project demand, skill sets, and utilization to forecast future hiring needs and training requirements.
Systems & Tools Administration:
Oversee the implementation and maintenance of systems and tools (e.g., PSA software, project management, and CRM tools) to enhance Professional Services operations.
Ensure systems integrations across functions for seamless information flow and reporting.
Data Analysis & Reporting:
Create and maintain dashboards to track key metrics, including project profitability, utilization rates, customer satisfaction, and time-to-value.
Present data-driven insights to leadership and other stakeholders to inform business decisions.
Cross-Functional Collaboration:
Act as the operational point of contact for cross-functional initiatives involving Professional Services, Customer Success, Sales, and Product.
Partner with the Finance team to develop and manage budgets, forecasting, and financial analysis related to Professional Services.
Customer Engagement & Success Support:
Support the Professional Services team in ensuring high levels of customer satisfaction through proactive issue resolution, escalations management, and continuous improvement initiatives.
Develop processes to collect and act on customer feedback, aligning insights with product development and service enhancements.
Qualifications:
Bachelor's degree in Business, Operations Management, or a related field; Master's degree or PMP certification is a plus.
5+ years of experience in operations management, preferably within a Professional Services or SaaS environment; edtech experience is a strong advantage.
Proficiency in PSA tools (e.g., Mavenlink, Kimble, FinancialForce), project management software (e.g., Asana, Monday.com), and CRM systems (e.g., Salesforce).
Demonstrated experience with resource management, project forecasting, and capacity planning.
Strong analytical skills, with the ability to interpret data, identify trends, and provide actionable insights.
Excellent communication and interpersonal skills, with a track record of successful cross-functional collaboration.
Ability to adapt to a fast-paced environment, manage multiple priorities, and make sound, data-driven decisions.
Get in on all the awesome at Instructure:
401k with company match
HSA program, vision, voluntary life, and AD&D
Tuition reimbursement
Lifestyle Spending Account
Paid time off, 11 paid holidays, and flexible work schedules
Motivosity - employee recognition program
$90,000 - $110,000 a year
We've always believed in hiring the most awesome people and treating them right. We know that the more diverse we are, the more diverse our ideas will be and when we openly welcome those ideas, our environment is better and our business is stronger.
At Instructure we participate in E-Verify and yes, in case you didn't catch it from the above, we are an Equal Opportunity Employer.
All Instructure employees are required to successfully pass a background check upon being hired.