Client Services Operations Manager

A fast-growing enterprise software company is seeking a hands-on Client Services Operations Manager to scale and optimize its services organization. Sitting at the intersection of delivery and resource optimization, you'll balance swift, high-quality output with cost-effective use of resources — partnering with services leaders, project managers, and executives to streamline processes, improve visibility, and drive efficient, scalable growth.

What you'll do

• Implement scalable processes for project delivery, resource planning, and customer onboarding.
• Develop and manage capacity models to support rapid growth and changing demand; forecast hiring needs and optimize utilization.
• Define and track key delivery metrics (timelines, utilization, customer satisfaction) and establish a predictable operating rhythm and governance.
• Optimize tooling (CRM, PSA, project management platforms); improve data quality, reporting, and dashboards; automate manual work.
• Track services performance — revenue, margins, utilization — and support pricing, scoping, and deal-desk processes.
• Partner with Sales and executives to drive expansion, upsell, and cross-sell.

What we're looking for

• 5+ years in a client services operations role at an enterprise software company or system integrator implementing enterprise software.
• Extensive experience with capacity planning, resource optimization, project delivery, proposals, SOW/CO, and client services methodologies.
• Experience serving Fortune 2000 companies.
• Strong analytical, problem-solving, and data-driven mindset; highly organized and detail-oriented.
• Nice to have: project management background (Agile, Scrum, or hybrid).