Senior Manager Professional Services Operations

Senior Manager Of Professional Services Operations

Get to know Okta. Okta is The World's Identity Company. We free everyone to safely use any technology, anywhere, on any device or app. Our flexible and neutral products, Okta Platform and Auth0 Platform, provide secure access, authentication, and automation, placing identity at the core of business security and growth. At Okta, we celebrate a variety of perspectives and experiences. We are not looking for someone who checks every single box - we're looking for lifelong learners and people who can make us better with their unique experiences. Join our team! We're building a world where Identity belongs to you.

The Okta Customer First Team is looking for a Senior Manager of Professional Services Operations to join the Customer First Ops & Strategy team. This position will partner closely with our VP of PS and the leadership team to scale and accelerate. The responsibilities include management of operating metrics, system and process improvement design and execution, deploying and driving best practices to ensure consistency, quality and maximum efficiency of the organization. This role will report into the Director, Global Services Strategy & Operations. This role is critical to optimizing how Okta delivers implementation and advisory services to customers.

You'll oversee operational programs that improve forecasting, utilization, project governance, and revenue delivery. You'll lead a small but high-impact team responsible for data-driven insights, process optimization, and tool enablement ensuring Professional Services operates with clarity, agility, and excellence.

Job Duties & Responsibilities

Forecasting:

• Drive the forecasting process tied to the following key metrics: billings, bookings, utilization, subcontractors, margin.
• Develop and iterate on KPIs and dashboards that give leadership the visibility they need tied to performance business drivers.
• Monitor trends in accuracy and be able to explain deltas in the week over week.

Financials:

• Partner with FP&A on the yearly and quarterly planning process.
• Own the target setting process for each role and ensure communications and approvals are effective and timely.
• Analyze financial data to identify business insights and opportunities for efficiencies and process improvements.
• Model various scenarios to help leadership make critical decisions impacting budget and headcount.
• Recommend and develop operational initiatives to execute on the business strategy.

Processes:

• Develop, implement and evolve processes, frameworks and tools with a focus on change management, automation and scalability.
• Recommend and design incentive compensation programs that reinforce desired behaviors.
• Recommend and develop operational initiatives to execute on the business strategy.
• Manage and facilitate strategic initiatives by working with cross functional teams to successfully launch new programs and operational components.
• Act as the voice of PS in support of major systems projects and other change management initiatives.
• Provide ongoing operational process oversight and monitoring of process adherence and governance.

Leadership:

• Partner with leadership to create and publish deliverables for periodic operation reviews illustrating on the state of the business and operational scorecards.

Strategy:

• At the direction of PS leadership, develop strategic plans and frameworks and perform analysis needed to develop the plan.
• Collaborate with other departments to obtain and analyze information and content needed to support the strategic plan.
• Leverage expertise in data visualization (e.g., Tableau) to create presentations, analysis, and other related content that effectively communicates results and strategic direction across the organization.

Required Skills & Qualifications:

7+ years of professional serv