Services Operations Manager

Job Description

Services Operations Manager
LiveRamp is the leading data connectivity platform. We believe connected data has the power to change the world. Our platform powers insights and experiences centered around the needs of real people, and in ways that keep the Internet open for all. LiveRampers thrive on building together with curiosity and humility—and have a good bit of fun along the way. We’re always looking for smart, kind, and creative people to grow our team and impact.

Mission: LiveRamp makes it safe and easy for businesses to use data effectively.

LiveRamp Global Services (LGS) is seeking a Services Operations Manager who has demonstrated a record of creating and maintaining processes and systems that allow teams to function optimally. You’ll need strong organizational skills to maintain existing processes, continually improve those that don’t, and sound judgment to know the difference. A desire to be part of a results-driven, client-focused, fast paced team is a must. The Services Operations Manager reports to the Senior Director, Customer Solutions Group Operations & Delivery Excellence.

You will:

• Drive the vision for our global service operations: roles & responsibilities, rules of engagement, business processes, internal system & tool maintenance, reporting and tracking
• Own all processes/workflows around project intake, activation & administration (the internal administrative process of transforming “won deals” into assigned projects in Workday PSA tool and subsequently closing them out)
• Drive operational efficiency by leveraging industry best practices and designing process, tool, and dashboard launches and enhancements
• Structure and evaluate business problems, design and implement actionable recommendations, and track success metrics
• Act as a subject matter expert on resource management (resource allocation, time tracking, skill/competency tracking, and forecasting) and Professional Services reporting
• Assist with reporting needs across the Professional Services Organization (LGS). This includes the creation of standard and custom reports as requested by LGS Leadership, as well as equipping front-line managers with reports that support their operational needs. Examples of standard reporting include: Utilization, Project Profitability, Resource Forecasting, Revenue Forecasting, and Project Health
• Oversee a small team of Service Operations Analysts, and scale the team as the business requires
• Become a mentor, trainer, and leader within the LGS Operations team, to include the onboarding of new employees in the LGS organization
• Leverage company-standard CRM, PSA (Workday) and project management solutions to maintain user friendly methods for executing, tracking, and billing projects
• Operationalize the day-to-day maintenance of new tools, solutions, and processes to optimize the LGS Teams’ performance - this spans Delivery Teams and Services Sales
• Create and own documentation for existing processes and automated workflows within the LGS Ops team

About you:

• Have a minimum of 3-5 years experience in a business operations role, ideally with experience around reporting and business process automation and in a Professional Services organization
• Familiarity with enterprise-level CRM solutions (Salesforce preferred) and project management solutions (Workday experience strongly preferred)
• Possess superior communication skills - oral, written, and visual (ex: process mapping/workflow)
• Strong ability to understand a business problem and develop the right amount of processes around it. This is summarized by creating processes that allow our business to scale without hindering internal teams with too much administrative work
• Strong attention to detail and organizational skills
• Ability to translate raw data into meaningful metrics
• Ability to operate independently and as part of large cross-functional teams
• Ability to travel, as needed (up to 20%)

Benefits:

• People: Work with talented, collaborative, and friendly people who love what they do.
• Fun: We host in-person and virtual events such as game nights, happy hours, camping trips, and sports leagues.
• Work/Life Harmony: Flexible paid time off, paid holidays, options for working from home, and paid parental leave.
• Comprehensive Benefits Package: Medical, dental, vision, life, and disability. Plus, mental health support (via Talkspace), flexible time off, parental leave, family forming benefits, and a flexible lifestyle and wellbeing reimbursement program (up to $375 per quarter, U.S. LiveRampers)
• Savings: Our 401K matching plan—1:1 match up to 6% of salary—helps you plan ahead. Also Employee Stock Purchase Plan - 15% discount off purchase price of LiveRamp stock (U.S. LiveRampers)
• RampRemote: A comprehensive office equipment and ergonomics program—we prove you with equipment and tools to be your most productive self, no matter where you're located.
• Location: work in the heart of New York (Hybrid)

More about us:

LiveRamp’s mission is to connect data in ways that matter, and doing so starts with our people. We know that inspired teams enlist people from a blend of backgrounds and experiences. And we know that individuals do their best when they not only bring their full selves to work but feel like they truly belong. Connecting LiveRampers to new ideas and one another is one of our guiding principles—one that informs how we hire, train, and grow our global team across nine countries and four continents. Click here to learn more about Diversity, Inclusion, & Belonging (DIB) at LiveRamp.

LiveRamp is an affirmative action and equal opportunity employer (AA/EOE/W/M/Vet/Disabled) and does not discriminate in recruiting, hiring, training, promotion or other employment of associates or the awarding of subcontracts because of a person's race, color, sex, age, religion, national origin, protected veteran, disability, sexual orientation, gender identity, genetics or other protected status. Qualified applicants with arrest and conviction records will be considered for the position in accordance with the San Francisco Fair Chance Ordinance. California residents: Please see our California Personnel Privacy Policy for more information regarding how we collect, use, and disclose the personal information you provide during the job application process.

To all recruitment agencies: LiveRamp does not accept agency resumes. Please do not forward resumes to our jobs alias, LiveRamp employees or any other company location. LiveRamp is not responsible for any fees related to unsolicited resumes.