Udemy
Professional Services Operations Manager
🇺🇸 Hybrid - Denver, CO
🕑 Full-Time
💰 $118K - $147K
💻 Operations
🗓️ June 25th, 2025
Edtech.com's Summary
Udemy is hiring a Professional Services Operations Manager to optimize internal processes, enhance service delivery performance, and drive operational improvements for their professional services team. This role involves managing PSA systems, leading strategic initiatives, and collaborating cross-functionally to ensure efficient service delivery and financial tracking.
Highlights
- Manage and administer PSA systems (Certinia) and ProServ operational initiatives.
- Develop reporting, dashboards, and metrics to track financial and resource management.
- Collaborate with Sales, Product, and Customer Success teams to align service delivery.
- Lead strategic roadmap development for PSA system upgrades and process integrations.
- Drive operational training, process improvements, and data governance across systems like SFDC and Certinia.
- Resolve escalated operational issues and ensure milestone tracking for service offerings.
- Require 4+ years in Professional Services Operations within a high-volume SaaS environment.
- Expertise with Certinia for project management, resource allocation, and reporting is mandatory.
- Compensation range of $118,000 to $147,000 USD plus equity eligibility.
- Focus on a customer-centric mindset and data-driven decision making to support revenue and budget goals.
Professional Services Operations Manager Full Description
Professional Services Operations Manager
Denver, CO
Join Udemy. Help define the future of learning.
Udemy is an AI-powered reskilling platform built to help people and teams grow. It’s personalized, practical, and focused on real-world impact.
Our mission is simple: to transform lives through learning. Your work helps people around the world build skills they can use, whether they’re picking up something new or leveling up to stay ahead.
Over 80 million learners and 17,000 businesses already learn with Udemy. If you’re excited by change, energized by learning, and ready to have a real impact, you’ll feel right at home.
Where we Work
Udemy is a global company headquartered in San Francisco, with additional U.S. offices in Denver and Austin, and international hubs in Australia, India, Ireland, Mexico, and Türkiye. This is an in-office position, requiring three days a week in the Denver office (Tuesday, Wednesday, Thursday) and flexibility on Mondays and Fridays.
About your skills
- Project Management: Strong understanding of project management methodologies and tools. PMP or similar certifications are a plus.
- Process Improvement: Ability to identify inefficiencies, propose solutions, and implement changes to improve operational performance.
- Data-Driven Decision Making: Comfortable using data and analytics to make informed decisions, track performance, and drive improvements.
- Cross-Functional Collaboration: Experience working closely with Sales, Product, and Customer Success teams to ensure alignment and successful service delivery.
- Customer-Centric Mindset: A commitment to ensuring a high level of client satisfaction and service excellence
About this role
As a Professional Services Operations Manager, you will play a key role in ensuring the efficient delivery of professional services to our clients. You will be responsible for optimizing our internal processes, enhancing service delivery performance, and driving operational improvements. This role requires a blend of leadership, strategic thinking, and operational expertise.
What you’ll be doing
Operations
- Maintain, configure, and administer PSA systems (Certinia)
- Manage ProServ initiatives, project prioritization, and communication of operational updates
- Advocate for ProServ's inclusion in key business initiatives and operational changes
- Monitor and communicate changes impacting ProServ and cross-functional teams
- Analysis
- Implement reporting, dashboards, and metrics tracking for the Professional Services teams
- Collaborate with ProServ leaders to provide reports focused on financial and resource management data to aid with revenue and budgetary goals (e.g. cost to serve)
- Forecast sales, predict financial results, and ensure shared systems (e.g., SFDC) provide necessary ProServ data to xfn partners
Strategy:
- Represent ProServ in operational changes; assess impacts on deliverables and resources.
- Develop and manage operational training for ProServ team on systems and processes
- Lead the strategic roadmap for PSA system evolution and integration with other tools
- Manage special projects and OKRs and contribute to policy and procedure documentation
- Enhance administrative processes and tools used by the delivery
- Act as subject matter expert for services revenue-related processes
- Ensure data hygiene and governance across Udemy systems (e.g., SFDC, PSA) for accurate data sharing
- Track and resolve escalated operational issues (e.g., project delays, missing requirements)
- Implement and integrate scalable processes for service delivery
- Track and manage service offering milestones, ensuring that all operational requirements are met before launch
- Establish reporting mechanisms to track new services' success and support revenue goals.
What you’ll have
- Proven experience (4+ years) in a Professional Services Operations role in a high-volume SaaS company.
- Strong understanding of SaaS business models and Professional Services revenue and delivery expertise and analysis
- Certinia Expertise Required: Hands-on experience working with Certinia, including project management, resource allocation, and reporting.
- Experience in Project Management and backlog prioritization
At Udemy, we strive to be transparent around compensation. Actual compensation for this role is based on several factors, including but not limited to job-related skills, qualifications, experience, and specific work location due to differences in the cost of labor. In addition to a base salary, this role is also eligible for equity.
Hiring Compensation Range
$118,000—$147,000 USD
Why work here?
You’ll grow here.
Learning is part of the job. You’ll get full access to Udemy courses, a monthly UDay to invest in yourself, and a budget to spend on whatever helps you improve. Many people are diving into AI lately, but what you focus on is up to you.
Learning is part of the job. You’ll get full access to Udemy courses, a monthly UDay to invest in yourself, and a budget to spend on whatever helps you improve. Many people are diving into AI lately, but what you focus on is up to you.
AI is real here.
We use it in the way we learn and the way we work. You’ll have the space and tools to experiment, apply, and get better at using AI in practical ways.
We use it in the way we learn and the way we work. You’ll have the space and tools to experiment, apply, and get better at using AI in practical ways.
You’ll own your work.
We trust people to lead, make decisions, and follow through. You don’t need to wait for permission or layers of approval to have an impact.
We trust people to lead, make decisions, and follow through. You don’t need to wait for permission or layers of approval to have an impact.
You’ll build with others.
We collaborate openly and shape ideas together. Everyone has a voice, and good thinking is welcomed from any direction.
We collaborate openly and shape ideas together. Everyone has a voice, and good thinking is welcomed from any direction.
You’ll see your impact.
What you build helps people grow their skills, change their careers, or find a path forward. You’ve got the experience, why not use it to help others gain theirs?
What you build helps people grow their skills, change their careers, or find a path forward. You’ve got the experience, why not use it to help others gain theirs?
Bring your curiosity. We’ll bring the platform and the support. Let’s LEARN together.
Our Benefits Start with U
Our benefits start with you and were built to provide you and your family with the protection and care you need, making it easy to access the right coverage when you need it most. Benefits vary by region, and we encourage applicants to review our US Benefits, Ireland Benefits & Turkiye Benefits pages to get an understanding of some of the benefits we offer. For details on region-specific benefits, please refer to the information provided during the hiring process.
Benefits outlined are provided as a general overview and may vary depending on the location, role, and employment classification. All benefits are subject to change at the discretion of the organization and in accordance with applicable laws and policies.
At Udemy, we value diversity and inclusion and consider qualified applicants without regard to race, color, religion, sex, national origin, ancestry, age, genetic information, sexual orientation, gender identity, marital or family status, veteran status, medical condition, or disability. We understand that not everyone will match each of the qualifications. However, we also realize that everyone has unique experiences that can add value to our company. Even if you think your background might not perfectly align, we'd love to hear from you!
Information regarding data privacy is available within the Udemy Careers Privacy Notice.
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