Title: Manager, PS Operations Location: United States, East Coast (hybrid if near Cleveland, OH or Atlanta, GA) Experience: Mid-Level Job Function: Professional Services Employment Type: Full-Time Industry: Computer Network & Security About the position The Manager, PS Operations, is a key leadership role within the Professional Services (PS) team, responsible for overseeing the technical and non-technical training, enablement, and process operations. This position will play a crucial role in ensuring the effectiveness and efficiency of the PS team's operations while driving strategic initiatives to enhance performance and customer satisfaction. The Manager will be accountable for project escalation root cause analyses, process improvement, departmental goals, and overall strategic direction for the PS team. The role is expected to spend 90% of their time on strategic initiatives, and 10% of their time on day to day items like customer specific escalations/requests. The position is based in the United States and can be performed remotely, when/if necessary. Applicants must hold US citizenship or US permanent resident status. Responsibilities Develop and implement comprehensive technical and non-technical training programs for the PS team, ensuring alignment with organizational goals and customer needs. Lead by example in demonstrating a bias towards action, decisions over discussion, outcomes over inputs, and business goals over personal preferences. Lead and facilitate technical and non-technical enablement sessions, workshops, and knowledge sharing sessions to enhance the skills and capabilities of PS team members. Define and maintain standardized processes and procedures for project execution, escalation management, and customer engagement within the PS team. Conduct root cause analyses for project escalations, identify trends, and implement corrective actions to prevent recurrence. Act as the primary point of contact for all strategic initiatives within the Professional Services team, providing leadership and direction to drive successful outcomes. Collaborate with cross-functional teams, including Sales, Product Development, and Customer Success, to ensure alignment of processes and initiatives. Monitor and analyze key performance indicators (KPIs) to assess the effectiveness of the technical and non-technical training programs and operational processes, making data-driven recommendations for improvement. Drive continuous improvement efforts across the PS team, identifying opportunities to streamline workflows, optimize resource allocation, and enhance customer satisfaction. Develop and maintain documentation, training materials, and best practices guides to support ongoing learning and development within the PS team. Own and optimize PS software/tooling, particularly our PSA tool. Be a primary point of contact for the Keyfactor Knowledge Management Team to support their curation of documentation and KB functions across the global organization. Manage project plans for internal initiatives and goals, reporting out progress to stakeholders and managing the influence of contributions from other leaders and individual contributors in the PS team. Stay informed about industry trends, emerging technologies, and best practices related to professional services delivery, incorporating relevant insights into training programs and operational processes. Assist with project scoping/SOW creation as needed. Skills and Qualifications Proven experience in technical and non-technical training, enablement, and process operations within a professional services environment. Strong understanding of project management methodologies, escalation management processes, and customer engagement principles. Excellent analytical and problem-solving skills, with the ability to conduct root cause analyses and