Operations Manager

Responsibilities:

• Run the operating cadence for the services org: staffing plans, forecasting, capacity planning, and actuals reconciliation against budget
• Own the resourcing process — matching engineers and consultants to engagements based on skill, availability, and account priority
• Track and report on delivery health across the portfolio: signature-to-first-value timelines, pilot-to-production conversion, margin by engagement, and overinvestment/overrun flags
• Build and maintain dashboards and reporting that give leadership real-time visibility into where engagements stand
• Manage the escalation process for at-risk engagements, coordinating between delivery teams, account leads, and executive sponsors
• Own vendor and subcontractor management where services work is augmented externally
• Drive planning cycles (quarterly and annual) — operating plans, headcount models, and org-level capacity math
• Design, build, and maintain AI agents that automate internal delivery workflows (e.g., status reporting, staffing recommendations, account health scoring, proposal generation)
• Manage the lifecycle of internal applications used by the delivery org — from requirements through deployment and ongoing maintenance
• Own uptime, reliability, and iteration for any agent or application you build — this isn't a one-time build, it's a maintained product
• Partner with engineering to determine what should be built in-house versus adopted from existing platform capabilities
• Prototype quickly to validate ideas before committing engineering resources
• Act as the connective tissue between delivery leadership, engineering, and finance — translating operational needs into technical requirements and vice versa
• Partner with delivery leads to identify where manual, repeatable work can be automated
• Support org design and process changes (restructuring, role definition, delivery principle documentation) with data and tooling
• Train delivery staff on new tools and agents as they're rolled out

Qualifications:

• 5+ years in an operations, business operations, or technical program management role within a professional services, consulting, or forward-deployed engineering organization
• Bachelor's degree in Business, Finance, or related field of study
• Fluency with core ops mechanics: staffing models, utilization tracking, forecasting, and margin analysis
• Experience owning a dashboard, reporting tool, or internal application from build through maintenance
• Cross-functional communication skills — comfortable presenting to both engineers and executives
• Experience in a forward-deployed engineering, solutions engineering, or implementation consulting environment is a plus
• Familiarity with services-industry benchmarking (utilization targets, delivery velocity metrics, pilot-to-production conversion) is a plus
• Experience with enterprise SaaS platforms, low-code tooling, or workflow automation platforms is a plus
• Background in change management or org design work is a plus

Preferred Qualifications:

• Direct experience building or configuring AI agents or LLM-based tools (prompt design, tool/function calling, agent orchestration frameworks, MCP or similar protocols)
• Data-manipulation skills for building and validating operational reporting
• Evaluate and integrate tooling (MCP servers, internal APIs, third-party connectors) to extend what agents can do across the delivery workflow