Professional Services Operations, Manager

Location : Remote, United States | Team: Professional Services

Role Type: Full-Time Employee (Individual)

Medallia is the pioneer and market leader in Experience Management. Our award-winning SaaS platform, Medallia Experience Cloud, leads the market in the understanding and management of experience for candidates, customers, employees, patients, citizens and residents.  

We are more than a software company. We want to be known as a company that does the right thing, no matter the challenge or controversy. We are committed to creating a culture that values every person and every experience. Individual life experiences shape the way we interact with the world, which is why we encourage people to bring their whole selves to work each day. The strength of our global workforce is the most significant contributor to our success. 

We believe: Every Experience Matters. Talent is Everywhere. All Belong Here.

At Medallia, we hire the whole person.

The Team

The Global Business Operations team at Medallia is responsible for driving organizational strategy through process improvements, monitoring business metrics, and defining initiatives for change. We develop and deliver operational business processes for our Professional Services organization. Broadly, Professional Services is responsible for unlocking the value of the Medallia platform for our customers and our partners by ensuring they receive the system expertise and customer experience management guidance required for business impact. 

The Role

The Business Operations, Manager Role focuses on three main areas:- Strategic Initiatives ensuring Professional Services is best in class- Metrics and Analysis (reporting)- Operational Excellence (systems and process design) You will enable Medallia to manage its Professional Services business with profitability while meeting our long-term business objectives as a company. Working cross-functionally with Professional Services, Sales, IT, Accounting, and your other Business Operations teammates, you will perform analytics and develop business processes that positively impact our bottom line.

Core Responsibilities

  • Proficiency in troubleshooting skills for complex technical issues within the PS Business
  • Collaborate with PS  Leadership & other functional key stakeholders to design, develop, maintain key metrics (capacity planning, manage and track revenue trends, manage utilization achievements to name a few) and analysis to solve business problems and drive action toward achieving goals
  • Provide thought partnership and relevant subject matter expertise to inform strategy and implementation path
  • Managing large scale reporting with ever growing needs to drive the business both in growth and profitability
  • Establish analytics and insights discipline and cadence to drive PS Business Operations strategy
  • Identify gaps and make recommendations to drive efficiencies within the Business Operations team

Minimum Requirements

  • Bachelor's degree in Business Administration; or equivalent experience
  • 5+ years of professional experience
  • 3+ years of operations experience in SaaS environment (preferably supporting a Professional Services organization)
  • 3+ years experience in managing key performance metrics - capacity planning, revenue goals and resource utilization in relation to capacity
  • Mastery of Excel/Google Sheets - creation, editing, displaying, presenting

Preferred Qualifications

  • Mavenlink or equivalent (PSA), Netsuite (ERP), and Salesforce (CRM) experience
  • P&L Management experience 
  • Comfortable working with senior management both face-to-face and remotely
  • Strong verbal and written communication skills
  • Ability to multitask and prioritize tasks at hand; strong attention to detail
  • Strong problem solving, analytical and critical thinking skills
At Medallia, we celebrate diversity and recognize the value it brings to our customers and employees. Medallia is proud to be an equal opportunity workplace and is an affirmative action employer. Equal opportunity is afforded to all qualified applicants and employees. We do not discriminate on the basis of gender identity or expression, race, ethnicity, religion, national origin, age, sex, marital status, physical or mental disability, Veteran status, sexual orientation, and any other protected category. We also consider all qualified applicants regardless of criminal histories, consistent with legal requirements. 

Medallia is committed to working with and providing reasonable accommodation to applicants with disabilities in accordance with the American Disabilities Act and local disability laws. 

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