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Thanks to products like Duo Enterprise, and Duo Workflow, customers get the benefit of AI at every stage of the SDLC. The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier. All team members are encouraged and expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact across our global organisation.
The Professional Services Operations Leader serves as a strategic partner responsible for driving operational excellence, scalability, and business transformation across GitLab's global Professional Services organization. This role reports to the Sr. Director, CS Strategy and Ops Brittney Sinq and represents operational execution and strategy within the Professional Services Leadership Team.
What you’ll do
Strategic Leadership & Vision
- Drive the strategic direction and operational framework for PS Organization globally
- Partner with PS leadership to develop and execute multi-year strategic plans aligned with company objectives
- Lead organizational design and scaling initiatives across all PS functions
- Establish and oversee global operational standards, metrics, and best practices
- Drive strategic decision-making through data-driven insights and efficiency analysis
- Own end-to-end PS operations including sales, delivery, resource management, financial performance, and business processes
- Lead digital transformation initiatives to modernize PS operations and enhance scalability
- Design and implement innovative solutions for service delivery optimization
- Drive continuous improvement in operational efficiency, profitability, and customer satisfaction
- Develop strategic KPIs and ensure reporting visibility for PS organization
- Own PS P&L responsibilities including revenue forecasting, budget management, and financial planning
- Inform optimization for PS offerings globally including business model, contracting, GTM, and delivery operations
- Lead annual planning process including headcount, revenue targets, and investment strategies
- Manage complex financial modeling and scenario planning for strategic initiatives
- Partner with Finance to optimize PS business model and improve profitability
- Build and lead a high-performing global operations team
- Oversee multiple operational functions including Strategy, Resource Management, Tools & Systems, Analytics, and Process Excellence
- Drive talent development and business continuity across PS Operations
- Foster a culture of innovation, accountability, and continuous improvement
- Provide mentorship and career development for team members
- Lead the PS technology strategy including evaluation, implementation, and optimization of key systems
- Drive automation and integration initiatives across the PS tech stack with IT
- Own the roadmap for PS operational tools and platforms
- Establish governance framework for process standardization and quality management
- Lead change management for major operational transformations
What you’ll bring
- Experience:
- 9+ years of progressive experience in professional services operations or similar role
- 5+ years of leadership experience managing global teams
- Proven track record of scaling PS operations in high-growth companies
- Strong financial acumen with P&L management experience
- Deep expertise in PSA systems automation tools and systems
- Excellence in stakeholder management and executive communication
- Global business experience with an understanding of regional markets
- Benefits to support your health, finances, and well-being
- All remote, asynchronous work environment
- Flexible Paid Time Off
- Team Member Resource Groups
- Equity Compensation & Employee Stock Purchase Plan
- Growth and development budget
- Parental leave
- Home office support
Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.
The base salary range for this role’s listed level is currently for residents of listed locations only. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, and alignment with market data. See more information on our benefits and equity. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.
Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.
Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us.
GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.
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