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 …