The Operations Manager will optimize support processes, develop analytics for customer health, manage tools and automations, and ensure scalability of service delivery.
About Us
Temporal is an open source programming model that can simplify code, make applications more reliable, and help developers focus on the important things like delivering features faster. We are on a mission to be the reliable foundation of every developer’s toolbox, and are building the team that will make that happen.
Our values guide us —they are present in how we show up, make decisions, and work together to make an impact. We’re curious, driven, collaborative, genuine and humble.
Temporal is growing and we are looking for those who share our values, challenge 'standard' thinking, and want to influence our future. If you have a passion for improving the developer experience, building world-class open-source software and communities, and want to be a part of our amazing team, we'd love to hear from you!
About the Role
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. Together, they own the customer's technical journey from first commit through production maturity.
This role blends aspects of customer experience (CX), customer support, and customer success (CS) into a single operational role. As Senior Manager, Technical Services Operations, you'll be the operational partner to the VP of Technical Services. You'll own planning, business insights, process design, and playbook development for a multi-function org with targets spanning GRR, NDR, time-to-production, PS margin, and escalation deflection. You'll also serve as the primary owner for Technical Services tooling and data, working in close partnership with GTM Systems and GTM Analytics to power the org's operational infrastructure.
This role is ideal for an experienced post-sales, customer success, or sales engineering operations professional who combines strong data fluency with the judgment to help a VP and leadership team run a complex, multi-function org.
What You'll Do
Strategic Partnership & Planning
- Serve as the operational partner to the VP of Technical Services and the Technical Services leadership team, owning the rhythm of the business, from weekly operating cadences to quarterly business reviews and annual planning cycles
- Lead headcount and capacity planning across all TS functions, including staffing models for Developer Success, Platform Architects, and Professional Services
- Support incentive model design and exec-level performance reporting across the org
- Build and maintain utilization, margin, and attach-rate models for Platform Architects and Professional Services
- Partner with Sales Operations to align on SA operating models across the presales and post-sales boundary, ensuring consistent coverage, capacity, and performance visibility across the full SA lifecycle
Data, Insights & Reporting
- Design and own the TS analytics agenda, including defining reporting requirements and partnering with the GTM Analytics team to build and maintain dashboards covering time-to-production, GRR/NDR contribution, 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, ensuring new programs land cleanly across the org
Systems & Tools
- Serve as the primary Technical Services stakeholder for GTM tooling — defining business requirements for Pylon (customer support platform) and Opine (SA platform) and partnering with GTM Systems on configuration, integration, and roadmap prioritization
- Translate TS operational needs into clear, structured requirements that enable GTM Systems to implement and maintain tooling effectively
- Partner with GTM Systems to ensure Pylon and Salesforce data flows are connected for unified customer visibility across the GTM org
What You'll Need
- 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 experience in SQL and BI tools, including the ability to define reporting requirements, QA outputs, and translate 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) and 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
Compensation
- Estimated pay range: $128,000–$160,000
- Eligible to participate in Temporal's equity plan
Compensation ranges reflect salary and commission compensation (when applicable) across several geographic markets. Employment offers carefully consider multiple factors, including prior experience, knowledge, expertise, skillset, market location, and job level assessed during the interview process.
Employee benefits and perks below are for full-time employees, part-time or temporary positions are excluded.
U.S. Benefits
- Unlimited PTO, 12 Holidays + 2 Floating Holidays
- 100% Premiums Coverage for Medical, Dental, and Vision
- AD&D, LT & ST Disability, and Life Insurance (Standard & Supplemental Available)
- Empower 401K Plan
- Additional Perks for Learning & Development, Lifestyle Spending, In-Home Office Setup, Professional Memberships, WFH Meals, Internet Stipend and more!
International Benefits
Paid Time Off (PTO) and Benefits outside the United States vary by country, and are issued in partnership with Remote.com. Additionally, Temporal offers perks to all international employees for learning & career development, a lifestyle spending account, in-home office setup (in addition to company-issued hardware), professional memberships, work-from-home meals, and access to the Calm app for mental wellness.
Travel
Temporal is a globally distributed, collaborative team that values opportunities for in-person connection. Occasional travel may be required for company events, team offsites, and other meaningful moments that bring us together.
Additional Perks
- $3,600 / Year Work from Home Meals
- $1,800 / Year Professional Enrichment (Career Development & Professional Memberships)
- $1,200 / Year Lifestyle Spending Account
- $1,000 / Year In-Home Office Setup (In addition to Temporal issued equipment - laptop, monitor, keyboard, mouse, trackpad, and extension power cable at no cost to you)
- $74 / Month Reimbursement for Internet
- Calm App Subscription for Mental Health & Wellness
Temporal Technologies is an Equal Opportunity Employer. Temporal Technologies does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need. We embrace and celebrate differences and diversity.
Temporal is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. If you need to request a reasonable accommodation, please let your Recruiter know so we can assist.
We are not working with external recruitment agencies, thanks.
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