Professional Services Operations Manager

Confluent is pioneering a fundamentally new category of data infrastructure focused on data in motion. Have you ever found a new favorite series on Netflix, picked up groceries curbside at Walmart, or paid for something using Square? That's the power of data in motion in action—giving organizations instant access to the massive amounts of data that is constantly flowing throughout their business. At Confluent, we're building the foundational platform for this new paradigm of data infrastructure. Our cloud-native offering is designed to be the intelligent connective tissue enabling real-time data, from multiple sources, to constantly stream across the organization. With Confluent, organizations can create a central nervous system to innovate and win in a digital-first world.

We're looking for self-motivated team members who crave a challenge and feel energized to roll up their sleeves and help realize Confluent's enormous potential. Chart your own path and take healthy risks as we solve big problems together. We value having diverse teams and want you to grow as we grow—whether you're just starting out in your career or managing a large team, you'll be amazed at the magnitude of your impact.

About the Opportunity:

This role will be a senior role within our Professional Services and Education (PS&E) Operations team. The role will reside in the PS&E Strategy & Operations team and act as a trusted partner to our PS&E organization. They will oversee delivered revenue, PS policy, and process, month/quarter-end close and lead many of the PS Operations automation initiatives. Working closely with PS&E Field Teams, PS&E Delivery & Resourcing, and Operations leadership, the PS Operations Manager drives and governs accurate and predictable revenue delivery.

This position reports to the Manager, Professional Services Operations.

What you'll achieve:

• Design & Manage cadence, and drive compliance to all Operations processes to support the PS business of the assigned region(s) including but not limited to:
• O Create and enable Operational processes
• O Timesheet submission and approvals, managing corrections as needed
• O Invoices and revenue transactions tied to delivered services
• O Perform regular audits to ensure data quality across numerous functions
• O Deliver Operations onboarding to new team members
• Partner proactively with regional PS practice leaders and engagement managers
• O Provide data driven recommendations
• O Understand changes to business and corresponding financials
• O Monitor scheduled assignments and corresponding forecasts
• O Monitor project burn down and expirations
• Partner with PS&E Delivery & Resourcing org
• O Oversee contracts and procurement for PS subcontractors
• O Track subcontractor budgets
• O Validate subcontractor invoices against historical reporting
• Oversee and monitor project financials including planned hours, budgets vs actuals, acceptances on milestones/deliverables, backlog, overages, non-billable hours.
• O Manage project setup, close, and extension processes
• O Lead milestone reviews to ensure forecast integrity
• O Assist teams with customer-specific reporting and timecard requirements
• O Enablement on corresponding process and policy
• Monthly and quarterly close
• O Participate in regular audits of PS records to prevent inaccurate or incomplete financial reporting
• O Own monthly invoicing and adjustments in assigned regions, and drive resolution of invoice/collections issues
• O Partner with Revenue, Finance, and Sales Operations as needed
• Drive select PS automation initiatives
• O Partner with Manager PS Operations and Business Systems to drive continuous PSA improvement
• O Program management
• O Define use cases
• O Drive UAT
• O Lead enablement and communications

Skills

• Demonstrated ability to influence across several functions to achieve results
• Ability to foster and create an environment of collaboration
• Ability to drive data-based decisions and business justifications
• Outstanding written and verbal communication skills
• Strong presentation skills and presence in front of executive stakeholders
• Expert PSA knowledge and hands-on approach
• Experience in documenting PSA systems requirements and use cases
• Program management
• Ability and desire to quickly learn new technology and products
• Experience and knowledge of operational and high-level revenue requirements and challenges

Measures of Success

• On-time monthly/quarterly fiscal close
• Accurate revenue and utilization reporting
• Governance over operational practices
• Increased process automation quarter over quarter
• A trusted partner to PS managers
• The first line of support for all PS PSA escalations
• Pervasive air of collaboration, partnership, and trust exists cross-functionally
• Reporting against key business metrics

What We're Looking For:

• BS degree, preferably in Information Technology, Computing, Business, or Operations
• Extensive experience working with SFDC and PSA tooling. The ideal candidate has experience with FinancialForce.
• 5+ years of relevant experience in professional services operations environments
• Working knowledge of general accounting principles and SOX standards as they relate to professional services
• Exceptional attention to detail
• Strong qualitative and quantitative analysis skills
• Entrepreneurial spirit, sense of ownership, and sense of urgency
• Excellent written/verbal communication skills, organizational skills
• Ability to collaborate cross-functionally with other teams such as Sales Operations, Finance, Business Systems
• Ability to prioritize work and meet internal/external customer expectations in a dynamic, deadline-driven environment

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At Confluent, equality is a core tenet of our culture. We are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, and experiences. The more diverse we are, the richer our community and the broader our impact.

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