About the role

Customer Experience Operations is building out the foundation needed to grow and support Professional Services at GitLab. We are looking for a Staff Professional Services Operations Lead to establish scalable operations across PS, supporting planning and resource management, operational tooling and cadences, delivery operations, financial performance, systems partnership, and go-to-market alignment.

Reporting to the Director of Customer Experience Operations, you will be a strategic and hands-on partner to PS leadership. You will help move the organization from manual, disjointed processes to connected, reliable, and increasingly automated ways of working. Your work will give leaders better visibility into pipeline, capacity, staffing, delivery economics, and growth and will ensure our teams have what they need to successfully deliver.

What you’ll do

• Mature the PS operating cadence, including forecasting & planning alignment, business reviews, performance reporting, and executive readouts.
• Establish connected capacity, utilization, and resource management practices across billable and non-billable roles, including skill-based staffing and hiring planning.
• Improve visibility and deliver insights into project economics, including rate cards, fully loaded costs, burden rates, project margin, fixed-fee budgets, utilization, and revenue recognition.
• Partner with Finance, Sales, Customer Success, CX Engineering, Solutions Architecture, and Delivery to improve PSA, time-tracking, CRM, reporting, and related tooling.
• Define requirements and lead process improvements, automations, and efficiency drivers across Professional Services, Operations, and newly integrated services teams.
• Improve go-to-market alignment by tracking PS attach, connecting PS planning to account and renewal timelines, and enabling earlier PS involvement in deal strategy and account planning.
• Partner cross functionally to deliver improvements in service catalog, pricing and packaging, SKU governance, and partner or channel delivery models.
• Document processes, clarify roles and decision rights, and partner with Analytics to build self-service reporting that reduces dependencies of PS leadership for day-to-day execution.

What you’ll bring

• 10+ years’ experience in Professional Services Operations, Services Operations, Revenue Operations, or a related function in a technology or subscription business.
• Deep understanding of PS business models, including time and materials, fixed-fee, and blended engagements.
• Experience owning and developing forecasting and planning processes that connect sales pipeline to delivery capacity, staffing, bookings, and revenue.
• Experience with resource management, utilization, project margin, delivery operations, PSA systems, or services go-to-market operations.
• Experience leading process and systems improvements across evolving organizations.
• Strong analytical, business judgment, communication, and stakeholder management skills.
• A pragmatic, hands-on approach to solving ambiguous operational problems.

• Hands-on experience with Kantata or a comparable Professional Services Automation (PSA) platform.
• Ability to translate business requirements into system workflows, data definitions, reporting requirements, and automation opportunities.
• Deep familiarity with revenue recognition processes and the systems partnership required between Professional Services and Finance.

Nice to have

• Experience integrating two or more services organizations, operating models, or systems or driving operations transformation and maturity.
• Experience improving PS attach, deal structuring, account planning, or services participation in the sales cycle.
• Experience with partner, channel, or customer-funded delivery models.
• Experience working in a distributed or all-remote organization.