Revenue Operations Manager - Support & Services
External
Pantheon · (remote)Prepare for this interview
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About the role
We're seeking a Revenue Operations Manager to drive operational excellence across our Support and Professional Services organizations. This role will build the processes, systems, and reporting infrastructure that enable our Services and Support teams to deliver consistent, scalable customer experiences and connect those efforts back to retention and revenue outcomes. This role blends analytical rigor, process design, and cross-functional leadership to ensure our post-sales delivery teams have the data, tools, and workflows they need to operate efficiently and improve customer outcomes.
Responsibilities
- Partner with Services and Support leadership to define and operationalize delivery models, capacity planning, and resource allocation
- Support annual and quarterly planning: staffing models, utilization targets, service-level commitments, and coverage alignment for onboarding, implementation, and support teams
- Build and optimize reporting on services delivery, support performance, CSAT, time-to-value, and escalation trends
- Lead root-cause analysis on support escalations, services delivery gaps, and onboarding friction to identify systemic improvement opportunities
- Translate operational data into actionable insights for Services and Support leaders to improve efficiency and customer experience
- Partner with RevOps peers to ensure smooth handoffs across Sales, CS, and Services functions - particularly around onboarding and implementation workflows
- Work closely with Enablement to ensure systems and processes are embedded in day-to-day Support and Services workflows
- Manage and optimize the Support and Services tech stack, ensuring tool adoption and accurate data flow between systems and partnering cross-functionally on systems that span the revenue cycle
- What You Bring to the Table
- 6-10 years of experience in Revenue Operations, Services Operations, Support Operations, or Business Operations in a B2B SaaS environment
- Familiarity with services delivery models: professional services, onboarding, implementation, and/or technical support operations
- Strong analytical and modeling skills - comfortable building utilization models, SLA tracking, escalation analyses, and capacity plans
- Ability to synthesize complex data into clear recommendations and business narratives
- Excellent project management skills with experience driving cross-functional initiatives
- Strategic thinker who can balance long-term planning with hands-on execution
- A hands-on ownership mindset
Benefits
Additional Information
About Pantheon Pantheon WebOps Platform powers the open web, running more than 300,000 sites in the cloud for customers including Google, Princeton, Salesloft and Doctors Without Borders. Every day, thousands of developers and marketers create, iterate, and scale WordPress and Drupal sites to reach billions of people globally. Pantheon's multitenant, container-based platform enables organizations to manage all of their websites from a single dashboard. Organizations including Clorox and the United Nations drive results through accelerated development and real-time publishing using Pantheon's collaborative workflows.
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