About the role
We're BlueCat—a Great Place to Work for good reason. Our team solves critical network challenges for some of the world's largest organizations. In simple terms, we manage the systems that keep networks running smoothly, securely, and reliably—the backbone infrastructure that powers digital transformation for enterprises globally. Our Intelligent Network Operations platform delivers and enables AI-driven agentic ops at scale, automating and simplifying how companies manage, secure, and optimize their networks.
But what makes us different is how we work: we believe great work happens in an environment where you're trusted, heard, and supported. With teams globally, we're building a workplace culture that values collaboration and integrity as much as innovation. If you're looking to advance your career with a company that invests in its people, this is it.
The Professional Services Operations Manager is responsible for driving operational excellence across the services organization. This role ensures the business is set up to scale efficiently, optimize profitability, and deliver high-quality outcomes for customers. You will partner closely with Services leadership, Finance, Sales, and Delivery teams to improve visibility, planning, and execution across the services lifecycle without reliance on prescriptive direction.
Responsibilities:
• Lead services forecasting and capacity planning to align resource supply with customer demand
• Drive resource utilization and margin optimization, identifying opportunities to improve efficiency and profitability
• Own professional services process design and optimization, including standardization and continuous improvement of delivery workflows
• Establish services pipeline visibility and backlog management, ensuring proactive planning and prioritization across teams
• Develop and maintain services performance reporting, including dashboards and KPIs to support data-driven decision-making
• Manage billing operations and escalations, ensuring timely, accurate invoicing and resolution of customer disputes
• Identify and mitigate revenue leakage risks across the services lifecycle (from booking to billing)
• Own and optimize PS systems and tools (e.g., PSA, reporting platforms), ensuring data accuracy and usability
• Establish operational governance rhythms (e.g., forecast reviews, utilization tracking, business reviews)
• Lead cross-functional alignment to close process gaps and drive durable solutions – not just recommendations
• Drive change management and enablement for new processes, tools, and operational initiatives
• Continuously improve customer and internal experience by reducing friction in services engagement and delivery
Qualifications:
• 8+ years of experience in Professional Services, Operations, or related roles
• Strong understanding of services business models, including utilization, revenue recognition, and margin drivers
• Proven experience in forecasting, capacity planning, and operational process improvement
• Advanced analytical skills with experience building models and dashboards, using data to influence decisions
• Excellent cross-functional collaboration and stakeholder management skills
