Job Description

Build the future of the AI Data Cloud. Join the Snowflake team.

The Professional Services & Training (PS&T) Team accelerates customer adoption and drives customer business objectives. We do this through a portfolio of services, delivered by world class consultants that leverage our leading practices, methodologies and tools.

This environment is fast-paced, upbeat, growing quickly, and highly collaborative. Joining our team represents a unique opportunity to work on a truly disruptive software product while gaining hands-on experience as part of an innovative and driven team of professionals.

We are seeking a dedicated and experienced Operations Leader to support and elevate our business. This role combines multiple areas of critical focus and required competency. The ideal candidate will possess a background in Operations within a Professional Services environment, strong analytics skills, and a strategic mindset, with experience working at a global scale with senior stakeholders. We’re looking for a leader who can both dive deep into the details and work hands-on with our team to produce results, and who can drive a broader strategic agenda to support the Professional Services & Training business.

This is a unique management level role that would elevate the PS&T business by way of overseeing and driving a high functioning Operations engine.

This is a remote position and can be based anywhere in the United States.

Key Areas of Focus

• Project and delivery management, including resource management
• Data and analytics support
• Partner service and strategy
• Quality assurance and delivery validation
• Operations field support
• Technology infrastructure
• Financial management
• Executive level communications and presentations

• Team enablement

  Responsibilities

  Team Enablement:

• Oversee the ongoing execution of our Enablement strategy, working alongside our Enablement leader and PS&T leadership quarterly to proactively shape areas of focus.

  Data and Analytics:

• Streamline operations processes leveraging AI, and support the business in building AI into reporting capabilities.
• Support PS&T Leadership in accessing and applying data and analytics to drive improvement. Build dashboards to communicate performance and trends across a series of key business metrics.
• Assess and improve PS&T’s performance metrics, supporting leadership in capturing impact in consumption.

• Collaborate with corporate analytics team to ensure consistency across analytics and support.

  Partner Services:

• Own and oversee execution upon PS&T Partner Strategy, working with PS&T Leadership quarterly to continually shape areas of focus.
• Oversee Partner servicing demands (i.e. contracting, SOWs, SubK process, etc).

• Deliver and oversee maintenance of centralized repository of Partner delivery capabilities.

  Quality Assurance and Delivery Validation:

• Ensure quality control processes to maintain service standards and deliverables.
• Continuously improve initiatives to enhance service delivery efficiency and effectiveness.

• Maintain and improve Customer Satisfaction review process.

  Ops Field Support:

• Ensure Ops partners are aligned at the geo level globally as strategic partners to PS&T leadership, enabling“dotted line” reporting to geo leads.

  Technology Infrastructure:

• Develop or maintain systems for day-to-day operations focused on in-house capabilities where possible to tune/specialize the business supporting infrastructure.

• Partner with IT to drive process improvements across PS&T (Certinia, SFDC, Smartsheet, Sigma, Cortex, Gemini, Co-Pilot, etc).

  Legal and Compliance:

• Regular coordination with Legal Partners, focusing on risk assessment and management to identify and address potential legal and compliance issues.

• Oversee contract management support to streamline the execution of contracts and SOWs.

  Financial Management:

• Prepare and present weekly forecasting calls with PS&T leadership, with capability to dive into the numbers alongside our leaders.
• Regular coordination with Finance Partners.
• Work within accounting systems to manage invoices, expenses, and financial reporting.
• Oversee budgeting and forecasting to plan for future growth and investment, including departmental budgeting in motion with Finance.

• Own reporting insights to drive business decisions based on team needs, trends, predictions, hot spots, etc. and ensure regular execution and delivery against the roadmap.

  Marketing and Business Development:

• Establish and maintain regular coordination with Marketing partners to promote services (internally and externally) and attract new business.

• Develop and oversee the overall yearly plan for PS&T Marketing, comprised of individual marketing campaigns that will be run to fulfill priority goals, and develop an approach to measure the effectiveness of campaigns.

  Business Improvement:

• Spearhead and direct Snowflake PS&T’s business improvement initiatives (leveraging AI where possible) while embedding into the business and anticipating/driving initiatives forward in conjunction with leadership.

  Executive Level Communications and Presentations

• Support PS&T Leadership in translating performance metrics and insights to executive level communications and presentations (QBRs, etc.) on a quarterly basis.

  Leadership

• Lead a world-class PS&T operations team, supporting the team in being collaborative partners to the PS&T business with a culture of empowerment and trust.

  Join us at Snowflake, where we value innovation, collaboration, and a commitment to excellence. Support and elevate our Professional Services and Training business, and help shape the future of data collaboration and analysis across industries.

• 15+ years of relevant industry experience in Services Operations
• Expertise in financial planning & data analytics with an ability to leverage and communicate key insights to drive business improvement
• Deep leadership and team management experience at a global scale, including up-skilling and providing clear feedback to ensure employee engagement and growth
• Experience working cross-functionally and across a variety of senior-level stakeholders
• Experience developing tool infrastructure and methodologies to enable flawless project management, and in implementing process-level changes
• Ability to assess needs and allocate resources to ensure optimal utilization of staff, including a proactive supply & demand management to forecast future resource underages and/or overages
• Hands-on experience in budgeting and forecasting, contract management, and working with or building project delivery and accounting tools to manage delivery, invoicing, expenses, and financial reporting
• Experience leveraging reporting insights to drive business decisions based on team needs, trends, predictions, hot spots, etc., and documentation of regular execution and delivery against the roadmap
• Experience in crafting and delivering executive level communications and presentations
• Ability to both dive into the details and execute against a bigger picture strategy