Senior Manager, PS Operations

At Klaviyo, we value the unique backgrounds, experiences and perspectives each Klaviyo (we call ourselves Klaviyos) brings to our workplace each and every day. We believe everyone deserves a fair shot at success and appreciate the experiences each person brings beyond the traditional job requirements. If you’re a close but not exact match with the description, we hope you’ll still consider applying. Want to learn more about life at Klaviyo? Visit careers.klaviyo.com to see how we empower creators to own their own destiny.

Senior Manager - Professional Services Operations Lead

About the Role:

Klaviyo is looking for a dynamic and experienced Professional Services Operations Lead to join our growing Customer Success and Support Operations team. This role is critical in driving operational excellence, scaling service delivery, and optimizing processes to ensure the seamless execution of customer engagements. This role will be responsible for supporting the Professional Services leadership in resource management, financial planning, service delivery, customer satisfaction, and the overall operational efficiency of the Professional Services team.

You’ll report to the Senior Director of Customer Success and Support Operations partnering closely with Customer Success and Support leadership to drive strategic initiatives and processes, improve operational efficiencies, and develop scalable strategies to improve the customer experience. You’ll also partner with a team of analysts, system experts, IT teams to operationalize the strategies into holistic experiences for the Professional Services and Partner stakeholders.  You’ll be someone who is intellectually curious, proactive in seeking solutions to challenging problems, and highly focused on solving problems for our customers. You'll also be responsible for translating business needs into system and process automation requirements, ensuring that professional services operations are efficient, effective, and aligned with overall business objectives. 

How You'll Make a Difference: 

This is a cross functional role that requires knowledge of how to frame business problems, analyze datasets, synthesize results, tell compelling stories and make recommendations to the executive team and leaders in various departments, collaborating across Professional Services, Customer Success Management, Support, Partners, Product, Engineering, Sales, and Marketing functions on operational initiatives.

Operational Strategy & Execution:

• Develop and implement operational frameworks, processes, and systems to support scalable and efficient professional services delivery.
• Drive continuous improvements in operational workflows to enhance productivity, quality, and customer experience.
• Align professional services operations with broader Go-to-Market strategies, ensuring seamless collaboration with Sales, Customer Success, and Marketing teams.

Resource Management:

• Oversee the allocation and management of resources, including consultants, project managers, and other service delivery professionals.
• Implement effective resource forecasting and capacity planning to balance customer demands and team workloads.
• Establish systems for talent development and performance management, ensuring the team is equipped to deliver high-quality services.

Financial Planning & Analysis Support:

• Support financial planning goals in partnership with the FP&A for the Professional Services division, including budgeting, forecasting, and profitability analysis.
• Partner on monitoring and managing revenue recognition, project profitability, and margin targets.
• Develop and track key operational metrics (KPIs) to measure success, providing data-driven insights to leadership.

Service Delivery & Customer Success:

• Collaborate with cross-functional teams to ensure smooth onboarding, project management, and service delivery.
• Ensure that professional services engagements are delivered on time, within scope, and exceed customer satisfaction targets.
• Drive the implementation of best practices in project management methodologies to optimize delivery performance.

Process Optimization & Automation:

• Identify opportunities to improve service delivery processes through automation, system integration, and technology upgrades.
• Partner with internal teams to implement tools that enhance efficiency, reduce errors, and improve team collaboration.
• Maintain a strong focus on operational excellence and scalability to support the growth of the Professional Services organization.