Operational Business Partner, Professional Services

Job description

Role Overview The Professional Services Operational Business Partner (OBP) is a strategic advisor to the Professional Services organization. You will be responsible for translating business goals into operational reality. Your primary mission is to ensure that our Professional Services and Customer Onboarding teams are highly utilized, internal processes are scalable, systems are adopted, and KPIs are met. You will bridge the gap between the multiple functions of Customer Experience Operations and the Professional Services organization to drive operational excellence. Key Responsibilities: Strategic Planning & Execution: Work with the VP of Professional Services and the Directors to develop annual operational plans, ensuring success for both internal and partner utilization targets and overall resourcing/project health. Financial Performance: Monitor and ensure execution of PS KPIs including TTV, Utilization, project margins, CSAT, and deployment success. Process Optimization: Identify bottlenecks in the customer lifecycle and support the implementation and prioritization of streamlined workflows or automation. Change Management: Act as a lead for internal initiatives, such as the...