Manager, Professional Service Operations


Title: Manager, PS Operations

Location: United States, East Coast (hybrid if near Cleveland, OH or Atlanta, GA)

Experience: Mid-Level

Job Function: Professional Services

Employment Type: Full-Time

Industry: Computer Network & Security

About the position

The Manager, PS Operations, is a key leadership role within the Professional Services (PS) team, responsible for overseeing the technical and non-technical training, enablement, and process operations. This position will play a crucial role in ensuring the effectiveness and efficiency of the PS team's operations while driving strategic initiatives to enhance performance and customer satisfaction. The Manager will be accountable for project escalation root cause analyses, process improvement, departmental goals, and overall strategic direction for the PS team. The role is expected to spend 90% of their time on strategic initiatives, and 10% of their time on day to day items like customer specific escalations/requests.

The position is based in the United States and can be performed remotely, when/if necessary. Applicants must hold US citizenship or US permanent resident status. 


  • Develop and implement comprehensive technical and non-technical training programs for the PS team, ensuring alignment with organizational goals and customer needs.
  • Lead by example in demonstrating a bias towards action, decisions over discussion, outcomes over inputs, and business goals over personal preferences.
  • Lead and facilitate technical and non-technical enablement sessions, workshops, and knowledge sharing sessions to enhance the skills and capabilities of PS team members.
  • Define and maintain standardized processes and procedures for project execution, escalation management, and customer engagement within the PS team.
  • Conduct root cause analyses for project escalations, identify trends, and implement corrective actions to prevent recurrence.
  • Act as the primary point of contact for all strategic initiatives within the Professional Services team, providing leadership and direction to drive successful outcomes.
  • Collaborate with cross-functional teams, including Sales, Product Development, and Customer Success, to ensure alignment of processes and initiatives.
  • Monitor and analyze key performance indicators (KPIs) to assess the effectiveness of the technical and non-technical training programs and operational processes, making data-driven recommendations for improvement.
  • Drive continuous improvement efforts across the PS team, identifying opportunities to streamline workflows, optimize resource allocation, and enhance customer satisfaction.
  • Develop and maintain documentation, training materials, and best practices guides to support ongoing learning and development within the PS team.
  • Own and optimize PS software/tooling, particularly our PSA tool.
  • Be a primary point of contact for the Keyfactor Knowledge Management Team to support their curation of documentation and KB functions across the global organization.
  • Manage project plans for internal initiatives and goals, reporting out progress to stakeholders and managing the influence of contributions from other leaders and individual contributors in the PS team.
  • Stay informed about industry trends, emerging technologies, and best practices related to professional services delivery, incorporating relevant insights into training programs and operational processes.
  • Assist with project scoping/SOW creation as needed.



Skills and Qualifications

  • Proven experience in technical and non-technical training, enablement, and process operations within a professional services environment.
  • Strong understanding of project management methodologies, escalation management processes, and customer engagement principles.
  • Excellent analytical and problem-solving skills, with the ability to conduct root cause analyses and implement effective corrective actions.
  • Demonstrated leadership abilities, with experience leading cross-functional teams and driving strategic initiatives to successful outcomes.
  • Exceptional communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels of the organization.
  • Proficiency in creating and delivering training materials, documentation, and best practices guides.
  • Experience working in a fast-paced, dynamic environment, with the ability to adapt to changing priorities and deadlines.
  • Knowledge of relevant tools and technologies used in professional services delivery, such as project management software, CRM systems, and technical support platforms.
  • Proven ability to be self-accountable in driving and owning outcomes through influence rather than direct authority.


Salary will be commensurate with experience. 

Culture, Career Opportunities and Benefits

We build teams that continually strive to get better than the day before. You will be challenged daily and given opportunities to grow personally and professionally. We balance autonomy and structure to create an entrepreneurial environment to spur creativity and new ideas. A few initiatives that make our culture special include: 

  • Comprehensive benefit coverage 
  • Dedicated employee focused ambassadors via Key Contributor & Culture Committee 
  • DIVERSE Commitment  
  • Global Volunteer Day 
  • Flexible time off 
  • Monthly Cross Functional meetings 
  • Monthly Leadership Development meetings 
  • Monthly All Hands meetings – followed by group gatherings  
  • Second Friday’s (a company-wide day off on the second Friday of every month) 
  • The Keyfactor Alliance Program 
  • Weekly Feedback Snapshot 

Our Core Values

Our core values are extremely important to how we run our business and what we look for in every team member:  

Trust is paramount.  

We deliver security software and solutions where trust and openness are of the highest importance for our customers. We are honest and a trusted partner in every aspect of business.  

Customers are core.  

We strategize, operate, and execute through a customer-centric view. We prioritize the security interests of our customers, and we act as if their data were our own.  

Innovation never stops, it only accelerates.  

The speed of change is accelerating. We are committed, through investment and focus, to stay ahead of the innovation curve.  

We deliver with agility.   

We thrive in high-paced and continually changing environments. We navigate through newly added variables, adjust accordingly, while driving towards our strategic goals.  

United by respect.   

Respect for all is what unites us. We promote diversity, inclusivity, equity, and acting with empathy and openness, both in our business and in our communities.  

Teams make “it” happen.  

Vision and goals are not individually achievable – they require teamwork. We pride ourselves in operating as a cohesive team, creating promoters and partners, and winning as one.  

Keyfactor is a proud equal opportunity employer. 

REASONABLE ACCOMODATION: Applicants with disabilities may contact a member of Keyfactor’s People team via [email protected] and/or telephone at 1.216.785.2990 to request and arrange for accommodations at any time.

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