Manager, Professional Services

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager, Professional Services based in the United States.

This role leads a Professional Services organization responsible for delivering high-quality implementations and customer outcomes.
You will manage Consultants and Project Managers while driving operational and financial performance across the function.
The position combines people leadership with ownership of revenue, margin, utilization, predictability, and delivery KPIs.
You will shape capacity planning, resource allocation, staffing, and scalable processes in a high-demand environment.
A key part of the role is creating structure, developing talent, and improving the consistency and repeatability of service delivery.
You will collaborate with regional and global stakeholders and may also support sales through services scoping and solution recommendations.
This is a permanent, full-time remote role with opportunities to influence both customer success and broader Professional Services strategy.

Accountabilities:
- Lead and develop a team of Consultants and Project Managers, promoting strong people management, emotional intelligence, employee wellbeing, and performance in a high-demand environment.

- Own and drive key Professional Services performance indicators, including revenue, margin, utilization, predictability, and related operational KPIs.

- Oversee customer outcomes and ensure teams consistently deliver high-quality implementations, enhancements, and services for external customers.

- Lead capacity planning, resource allocation, staffing forecasts, and workload balancing across implementation and project management functions.

- Identify opportunities to improve operational efficiency and establish standardized processes that reduce variability and increase repeatability.

- Create career paths, support individual development plans, clarify expectations, and help team members identify opportunities for professional growth.

- Maintain regular communication with regional and global stakeholders, providing clear updates, escalating risks early, and ensuring alignment across teams.

- Support sales activities when needed by advising on professional services offerings, participating in scoping discussions, and recommending appropriate solution configurations.

- Represent Professional Services with strong commercial awareness, ensuring operational decisions support revenue objectives and customer success.

- Navigate ambiguity and help build scalable structures and processes as the organization evolves.

Requirements

- Proven experience managing teams within Professional Services, Consulting, Implementation, or a similar customer-facing services environment.

- Strong business acumen with hands-on experience managing revenue, margin, utilization, predictability, and other operational KPIs.

- Demonstrated experience with capacity planning, staffing, resource allocation, and workload forecasting.

- Experience working directly with external customers in Professional Services, Consulting, Implementation, Customer Success with billable components, or related environments.

- Proven ability to operate in ambiguous environments, establish structure, and develop scalable processes from the ground up.

- Strong people leadership skills, with the ability to support team development, wellbeing, accountability, and performance.

- Excellent communication and stakeholder management skills, with the ability to collaborate effectively across multiple countries and time zones.

- Professional fluency in English is required for regular communication with international customers and colleagues and for reviewing technical documentation.

- Experience with enterprise software implementations, preferably ERP, is an advantage.

- Familiarity with manufacturing processes is a plus.

- Experience in the wood industry or furniture production is cons