Operations Manager, Solution Engineering & Services

Operations Manager, Solution Engineering & Services

New York Office;
Remotely in the USA

Parloa’s mission is to make every customer conversation feel effortless for both customers and the companies serving them. As agentic AI accelerates, Parloa is shaping the foundation of a new era in customer experience, one where customer support is no longer transactions, but meaningful exchanges. It is not just a vision;
Parloa has powered over ONE BILLION interactions between global enterprise brands and their customers, with companies like , Health Equity, Allianz, SAP, Barmenia Gothaer, and TUI already deploying Parloa at scale.

As a Operations Manager, Solution Engineering & Services
, you'll be the operating system for a global org spanning Solution Engineering and Professional Services – while also owning the financial and resource engine that keeps our Professional Services business predictable.

This role pairs the rigor of a Biz Ops leader with the delivery instincts of a PS Ops analyst. You will build capacity models, run forecasting in Salesforce and Rocketlane, own invoicing accuracy in SAP, and deploy AI agents and automations that eliminate operational drag across the org.

• Design and deploy AI agents and workflow automations that eliminate manual, repetitive operational work across PS; evaluate new AI tooling and agentic capabilities on an ongoing basis, bringing proposals grounded in measurable efficiency gains
• Own the integration layer between Salesforce, Rocketlane, SAP, Jira, and reporting tools
• Build dashboards that lead to decisions and become the operational partner to Solution Engineering and Professional Services leadership
• Build and run the weekly / monthly / quarterly rhythm: pipeline + capacity review, delivery health, KPI reviews, and Q  support
• Own PS demand forecasting in Salesforce: pipeline signals and services attach rates
• Partner with Finance / Rev Ops on services drivers; call out constraints proactively
• Maintain forecast accuracy as a tracked, trusted metric reviewed at the executive level
• Manage invoicing workflows and revenue recognition accuracy in SAP; flag and resolve discrepancies proactively
• Support milestone billing triggers and ensure alignment between delivery milestones and finance timelines
• Build and maintain an end-to-end capacity model across PS roles and regions: utilization, bench, skill coverage, and hiring needs
• Own resource planning and allocation in Rocketlane – ensure the right people are on the right projects at the right time
• Track and report utilization targets; surface over/under-allocation risks
• Co‑own design of project health and hygiene in Rocketlane: milestone tracking, status updates, budget vs. actuals, and change control
• Standardize the pre‑sales → delivery handoff, scoping → SOW inputs, and change control workflows
• Build templates and checklists that reduce ambiguity and prevent rework

Salesforce, Rocketlane, SAP, Jira, n8n, Zapier.

• 5+ years in Ops / Biz Ops / Program Ops / PS Ops supporting technical, customer‑facing teams in SaaS
• Proven track record building operating cadence, capacity planning, and PS forecasting
• Dashboard ownership and strong operational storytelling
• Rocketlane or equivalent PSA tool ownership: resource planning, project tracking, and utilization reporting
• Experience designing and deploying workflow automations with n8n, Zapier, or equivalent integration tooling
• Hands‑on work with AI agents applied to operational workflows – timecard automation, resource recommendations, project health alerts
• Invoicing and revenue recognition experience – comfortable in SAP or a comparable ERP
• Strong systems thinking: can connect Salesforce → Rocketlane → SAP into a coherent operating model
• Data fluency: comfortable modeling capacity and turning messy, multi‑system data into decisions

• Familiarity with Jira delivery flows, ticket taxonomy design, and SLA governance
• Experience supporting Solution Engineering orgs in addition to Professional Services
• Familiarity with conversational AI or enterprise software…