Professional Services Strategy & Operations Manager

The Professional Services Strategy & Operations Manager at Instructure serves as a key strategic partner to the Senior Vice President of Professional Services. This role involves designing and implementing processes to optimize workflow, managing systems and tools to enhance operations, and driving data analysis to improve service delivery. You'll work cross-functionally with various teams to ensure operational efficiency and exceptional customer experiences.

To qualify for the Professional Services Strategy & Operations Manager position at Instructure, candidates should possess a Bachelor’s degree in Business, Operations Management, or a related field. Additionally, 5+ years of operations management experience, preferably in a Professional Services or SaaS environment, is essential. Strong analytical skills and proficiency in PSA tools and CRM systems are also required for this role.

The salary range for the Professional Services Strategy & Operations Manager position at Instructure is between $90,000 and $110,000 annually. This competitive compensation reflects our commitment to hiring top talent and providing resources that support your career growth.

At Instructure, we support employee growth through a variety of initiatives. As a Professional Services Strategy & Operations Manager, you’ll benefit from tuition reimbursement to further your education and professional development. We also offer a Lifestyle Spending Account and other resources to ensure you have the tools necessary to grow in your career.

The Professional Services Strategy & Operations Manager at Instructure utilizes a variety of tools and systems to enhance operations. This includes PSA tools like Mavenlink and FinancialForce, project management software such as Asana and Monday.com, and CRM systems like Salesforce. These tools help streamline workflow and improve customer engagement.

Yes, the Professional Services Strategy & Operations Manager role at Instructure is a remote position. We offer flexible work arrangements to help balance your personal and professional life while still contributing to our mission of empowering learners.

Key responsibilities for the Professional Services Strategy & Operations Manager at Instructure include designing operational strategies to streamline workflows, collaborating with senior leadership on strategic priorities, managing resource allocation, and utilizing data analysis for reporting and decision-making. You'll play a vital role in enhancing customer satisfaction and ensuring high-quality service delivery.

In preparing for this question, be sure to discuss specific project management tools you are proficient in, such as Asana or Monday.com. Highlight your experience in using these tools to oversee projects, track progress, and enhance team collaboration. Providing concrete examples of how you improved operations using these tools will demonstrate your hands-on awareness of effective project management.

When discussing your approach to operational strategy in a SaaS environment, emphasize your ability to analyze metrics to inform decisions. Discuss how you’ve implemented processes that optimize workflows and enhance service delivery. Be prepared to share specific metrics you’ve tracked and the results these strategies yielded.

In your answer, outline strategies for evaluating project demand and monitoring staff skill sets. Highlight the importance of aligning team capacity with project needs and how forecasting helps your team anticipate future hiring and training requirements. Include examples of successful resource optimization from your past roles.

When addressing cross-functional collaboration, discuss your communication techniques and collaborative tools that facilitate alignment across diverse teams. Provide examples of successful projects where you worked with stakeholders from various departments and how you overcame challenges during the project lifecycle.

Provide a specific example where your interventions led to significant improvements in customer onboarding or project management. Focus on what changes you made, how you measured success, and any positive feedback received from customers or team members. This demonstrates your ability to drive effectiveness in key processes.

Discuss your experience utilizing data for decision-making. Specify how you've created and maintained dashboards or reports that track KPIs and metrics. Elaborate on how you presented these insights to leadership, leading to informed strategic decisions.

Explain your strategic approach to developing operational goals and KPIs, including involving stakeholders in the process and aligning them with company objectives. Share an example of how clearly defined KPIs led to improved operational performance in your work.

Prepare a specific scenario to illustrate your problem-solving skills in operations management. Focus on the challenge, the steps you took to address it, and the outcomes. This showcases your ability to handle difficulties while delivering results.

Articulate the significance of data in your operations and decision-making processes, including metrics and data sources you frequently rely on. Emphasize how data-driven decisions led to successful outcomes in previous jobs.

Highlight techniques you employ to proactively manage customer concerns and ensure satisfaction, such as regular check-ins, feedback loops, and prompt issue resolution. Utilize specific examples to illustrate how your efforts enhanced the overall customer experience.