Senior Manager, Technical Services Operations

Stack

Responsibilities

• ▹Strategic partnership & planning: own the rhythm of the business (weekly operating cadences, QBRs, annual planning) as operational partner to the VP and TS leadership team; lead headcount and capacity planning across all TS functions; support incentive model design and exec-level performance reporting
• ▹Build and maintain utilization, margin, and attach-rate models for Platform Architects and Professional Services; partner with Sales Operations to align SA operating models across presales and post-sales
• ▹Data, insights & reporting: own the TS analytics agenda, define reporting requirements, and partner with GTM Analytics to build dashboards covering time-to-production, GRR/NDR, PS margin, case volume trends, escalation rates, and customer health
• ▹Curate and validate TS performance data, ensuring accuracy and consistency across systems before insights reach leadership
• ▹Identify patterns in support and engagement data that surface product signals, capacity risks, or expansion opportunities
• ▹Translate data into executive-ready narratives for QBRs, board prep, and leadership reviews
• ▹Process design & playbook development: design and document scalable operating processes across Developer Success (SLAs, escalation paths, tier routing), Platform Architect engagements, and Professional Services delivery
• ▹Build playbooks for key motions including production readiness programs, health reviews, QBR/EBR execution, and services delivery standards
• ▹Drive change management and process adoption in coordination with Enablement
• ▹Systems & tools: serve as the primary TS stakeholder for GTM tooling, defining business requirements for Pylon (customer support platform) and Opine (SA platform), partnering with GTM Systems on configuration, integration, and roadmap prioritization
• ▹Translate TS operational needs into clear, structured requirements for GTM Systems
• ▹Partner with GTM Systems to ensure Pylon and Salesforce data flows are connected for unified customer visibility

Requirements

• ▹5–8 years of experience in post-sales operations, customer success operations, services operations, or sales engineering operations, ideally in a B2B SaaS or developer infrastructure company
• ▹Proven track record as an operational partner to a VP or senior leader, not just a functional analyst or systems admin
• ▹High data fluency with hands-on SQL and BI tools, including defining reporting requirements, QA-ing outputs, and translating data into executive-ready insights
• ▹Experience designing and documenting operating processes across multi-function post-sales orgs
• ▹Familiarity with customer support platforms (Pylon, Zendesk, or equivalent) and Salesforce
• ▹Comfortable working across a technically sophisticated stakeholder set (SAs, developers, services engineers), translating operational needs into clear system and process requirements
• ▹Proven ability to leverage AI tooling and automation, including skill creation, agent design, and prompt engineering

Soft skills

What we offer

• ▹Eligible to participate in Temporal's equity plan

About the company

Temporal's Technical Services organization is the engine that drives customer time-to-production, technical health, and durable consumption growth. The org spans Solutions Architects (presales and post-sales), Developer Success (ticket and incident response), Platform Architects (owned engagements with mission-critical customers), and a growing Professional Services team delivering billable implementation work.