Director, Professional Services Operations Manager at PrismHR

| Greater Boston Area
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We have enjoyed rapid growth as an organization and to take our operational effectiveness to the next level, we are looking for a leader to build out and manage the business operations of our Professional Services (PS) department. You will play a key role in ensuring the productivity, efficiency, and effectiveness of PrismHR’s PS teams. 

Your mission is to achieve and maintain operational excellence for the PS team in support of three equally important goals: enabling our customers to be successful on our platform, driving revenue and profitability, and providing our people with opportunities to develop and grow in their careers.

We are looking for an experienced leader with strong operational, organizational, and collaboration skills to help build and scale our Professional Services operations. This multidimensional role will be fast-paced, challenging, and rewarding.  



You will be responsible for the overall operational effectiveness of the Professional Services department. This is a rare opportunity to come in and truly build out the Operations function within our PS team. You will help build and scale our capabilities in the following areas:

Resource Management & Capacity Planning:

  • Collaborate with PS leaders to assign projects and refine our staffing processes, factoring in customer needs, financial objectives, employee development, and team morale.

  • Run weekly resource planning meetings, and identify and resolve any resourcing challenges .

  • Own and drive our capacity planning and demand forecasting, accounting for the full spectrum of PrismHR customer engagements and across the various competencies they require.

  • Develop and maintain up-to-date profiles of skills, knowledge, and competencies for the PS team.

  • Identify training needs, collaborate with PS leaders on career development plans, and support hiring recommendations based on forecasted resource needs.

Systems & Process Improvement:

  • Optimize our use of internal systems to drive efficiency and enable data-driven decisions, including time tracking, resource planning, project management, and reporting tools

  • Serve as the team’s power user on key internal PS systems, and help spearhead change management efforts with any new systems we may add

  • Build and enhance internal and cross-functional processes to improve efficiency and eliminate bottlenecks

  • Assist with contracts, invoices, and customer requests as needed

Reporting & Analysis:

  • Report on staffing, utilization, project health, and financial performance for Senior Leadership and our Board

  • Forecast utilization, billings, and staffing needs (both long- and short-term)

  • Conduct ad hoc analysis to arm PS leaders and other departments with insights needed to drive key decisions around staffing, utilization, and service offerings


  • Collaborate closely with other PS leaders on resource needs and team development

  • Partner with various teams around the organization, including:

    • Sales and Sales Ops, to ensure resources are aligned with short- and long-term demand

    • Finance, on financial performance, budgeting and planning

    • HR, in support of capacity planning and talent needs  

    • Product Delivery, to ensure technical teams’ resource availability aligns with customer project needs


  • 5+ years of experience working in an operational role within a Professional Services team in a software or technology-focused organization

  • Power user-level experience with Professional Services Automation tools 

  • Strong reporting, analytical, and modeling skills, leveraging PSA, Microsoft Office, and/or BI tools, combined with the ability to distill key insights and communicate effectively to team members and executives

  • Deep understanding of the technology project life-cycle and the roles that make up a project team

  • Ability to influence others while simultaneously building strong and productive relationships

  • Agility, adaptability, and the ability to handle multiple tasks in a fast-paced environment

  • Bachelor’s degree or an equivalent combination of training and experience

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