Professional Services Operations Manager

Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences. Our AI Agent Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey: from service, to sales, to ecommerce. Powered by our own AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration.

Fin can also be combined with our natively integrated Intercom help desk for one single system that is designed to meet the needs of modern day support teams. Founded in 2011, Fin became one of the fastest growing companies and remains one of the largest private software companies in the world with nearly 30,000 global businesses using our products to transform their customer support.

Driven by our core values, we push boundaries, build with speed and intensity, and relentlessly deliver incredible value to our customers.

• Design, refine, and manage scalable processes that improve how our SE and Pro Serv teams plan, deliver, and measure impact.
• Build data-driven frameworks and dashboards that bring visibility to performance, forecasting, and business outcomes – including POC effectiveness, attach rates, and post-engagement performance of our AI Agent, Fin.
• Partner with Pro Serv leadership to monitor Fin Activation Rate, Go-Live Rate, and Time to Go-Live, ensuring launches are efficient and customer outcomes are achieved on schedule.
• Measure and analyze Utilization, Services Attach Rate, and Bookings/Margin performance to drive operational excellence and forecast delivery capacity.
• Analyze trends and surface insights that influence strategic decisions and operational priorities.
• Partner with cross-functional teams (Sales, Analytics, Finance, Rev Ops) to align strategy, goals, and execution.
• Own and continuously improve operational systems and tools – such as Rocket Lane and Salesforce – that power day-to-day execution.
• Serve as a trusted advisor, providing clear points of view, recommendations, and structure in a fast-changing environment.

• Bachelor’s Degree.
• 5+ years of experience in Solutions Operations, ideally directly supporting Pro Serve & SE teams within a high-growth SaaS or AI company. Experience with Partners preferred.
• Salesforce
  
  Skills:
  
  Reporting, dashboards, data integrity, user administration, etc.
• PSA Platform
  
  Experience:
  
  Rocket Lane or similar.
• Advanced Data Modeling & Analytics:
  Expert Excel/Google Sheets; translate complex data into actionable insights.
• Strong Project Management:
  Manage multiple projects from scope to delivery; organized & detail-oriented.
• Clear Communication:
  Concise written/verbal skills; adept at presenting insights to leadership.
• Strategic Business Acumen:
  Translate solutions strategy into operational plans; proactive problem-solver.
• Bonus skills & attributes:
  Experience with Tableau, Gong, SQL.

• Competitive salary
• Meaningful equity
• Comprehensive medical, dental, and vision coverage
• Regular compensation reviews – great work is rewarded!