Senior Services Operations Administrator

We're not here to add to the noise. We're here to cut through it- with AI that actually works for marketers.

From AI-powered content creation to world-class CMS and the industry's most trusted experimentation platform, Optimizely is the tool modern marketers actually want to use. AI-Ready. Set. Go.

10,000+ brands including H&M, PayPal, and Zoom already get it. So do Gartner, Forrester, and IDC, who consistently recognize us as leaders in MarTech.

But here's the thing about building great products: it takes great people. Our 1,600+ Optimizers across 12 global offices are curious, collaborative, and refreshingly human. We don't do corporate speak. We do real conversations, big ideas, and genuinely care for the work we make together.

If you want to be part of a team that's shaping the future of marketing technology - and actually enjoys doing it - you're in the right place.

Find us on Instagram: @optimizely

Introduction

Optimizely is seeking a Professional Services Operations Administrator to join our IT Systems team. This is an individual contributor role for someone who deeply understands how Professional Services organizations operate - the rhythms of project delivery, resource planning, utilization management, and revenue recognition - and who can translate that business knowledge into well-run systems and operational workflows.

We are open to candidates from a variety of backgrounds. Whether you are a former Project Manager who has transitioned into systems and operations, a PS Operations Analyst who has owned tooling and reporting, or a Business Systems professional with deep roots in post-sales delivery - if you understand the "why" behind how PS teams work, we want to talk to you.

You will work with a high degree of autonomy, owning the administration and optimization of our PS and CX systems. Familiarity with specific platforms such as Kantata or ClickUp is a bonus, but not a prerequisite - what matters most is your ability to learn new tools quickly and apply solid PS business judgment to every system decision.

Working Hours: Monday to Friday (2 PM to 10 PM), Hybrid

Job Responsibilities

Systems Administration & Operations

• Own the day-to-day administration, configuration, and optimization of Professional Services Automation (PSA) and project management platforms used across the CX organization.
• Manage user access, permissions, workflows, templates, and system configurations in alignment with governance standards.
• Ensure accurate data flow and alignment between PSA platforms, CRM (Salesforce), finance systems, and other CX tools to support resourcing, utilization, forecasting, and reporting.
• Support and maintain middleware and integration applications (e.g., Workato, Zapier, Boomi, MuleSoft, or similar iPaaS tools) used to automate workflows and synchronize data across systems.
• Troubleshoot integration issues, identify root causes, and partner with technical teams to resolve data discrepancies or workflow failures.
• Take ownership of CX system enhancements - including AI-assisted workflows - from intake through implementation, testing, and validation.

Professional Services Data & Reporting

• Independently run and maintain standard utilization, capacity, and services performance data and financial processes on a monthly, quarterly, and annual basis.
• Respond to ad-hoc reporting and data analysis requests, delivering accurate outputs without constant oversight.
• Perform routine data quality checks across systems and integrations; identify discrepancies and resolve issues to maintain system reliability.
• Document system processes, configurations, integrations, and operational workflows to ensure clarity and continuity across the team.

Process Improvement & Problem Solving

• Identify operational inefficiencies, system gaps, or recurring issues - and proactively propose and implement improvements.
• Conduct root-cause analysis when system or integration issues arise and own corrective actions to prevent recurrence.
• Translate ambiguous or incomplete requirements into actionable system, integration, or process solutions.
• Support process standardization efforts aligned to a single CX operating motion.

Cross-Functional Collaboration

• Partner with Professional Services, Customer Success, Finance, Sales Operations, and Technology teams to support CX system and integration needs.
• Communicate system and integration status, risks, and changes clearly and proactively to stakeholders.
• Act as a trusted operational partner within defined scope, escalating issues appropriately when they exceed role authority.

Knowledge and Experience

Must Have

• 3+ years of experience in the Professional Services industry, preferably within a SaaS or technology organization.
• Strong working knowledge of PS lifecycle concepts: project delivery, resource management, utilization tracking, capacity planning, revenue recognition, and delivery governance.
• Experience in a PS operations, business systems, project management, or delivery management role with direct responsibility for tooling, data, or reporting.
• 2+ years of Salesforce experience supporting post-sales, services, or operational workflows.
• Experience supporting or administering at least one PSA, project management, or professional services platform (see list of recognized platforms below).
• Experience with middleware or integration platforms (e.g., Workato, Zapier, Boomi, MuleSoft, Make, or similar iPaaS tools).
• Demonstrated ability to work independently, manage competing priorities, and drive outcomes with minimal supervision.

Nice to Have

• Hands-on Kantata (formerly Mavenlink) administration or certified Kantata System Administrator credential.
• ClickUp workspace administration experience, including automations, custom fields, and integrations.
• Project Management Professional (PMP), CAPM, or Prince2 certification.
• Certinia (FinancialForce), ServiceNow PSA, or equivalent PSA system certification.
• Experience with AI workflow automation tools applied to PS operations.
• Prior experience as a Project Manager, Delivery Manager, or PS Consultant transitioning into an operations or systems role.
• Experience building or managing PS dashboards and executive-level reporting in BI tools (Tableau, Looker, Power BI).

Behavioral Expectations

• Demonstrated ability to work independently and manage priorities with minimal supervision.
• Strong sense of ownership and accountability - focused on outcomes, not just task completion.
• Proactive problem-solving mindset with a focus on prevention and continuous improvement.
• Comfort operating in a fast-paced, evolving environment with changing requirements.
• Transparent and consistent communication regarding work in progress, risks, and outcomes.
• Maintains intellectual curiosity and continuously develops system and domain knowledge.
• Strong background in or affinity for project management disciplines and delivery frameworks.

Education

Bachelor’s degree or equivalent experience / professional certification.

Competencies

Critical Thinking

Driving Projects to Completion

Prioritizing and Organizing Work

Solving Complex Problems

Working with Ambiguity

Our new, cutting-edge office space in Dhaka is a testament to our dedication to enhancing your work experience. This state-of-the-art workspace features open workstations, a fully equipped kitchen, a nap room for relaxation, a tranquil zen garden, and an entertaining area, all designed to provide you with the ideal environment to thrive and grow.

As part of our commitment to you, here are other benefits and perks you can expect:

• Best-in-class compensation plans
• Two annual festival bonuses
• Recognition and rewards programs
• Vacations days
• Annual Work/Service Anniversary Leave
• Parental leave (both maternity and paternity)
• Health insurance
• Reproductive benefits for both parents
• Volunteering opportunities to make a difference
• Chance to work alongside our incredible global team
• Free communal transport facilities inside Dhaka to and from the office
• Free catered lunch every day

At Optimizely, our standardized language is English, and it is crucial to have good English communication skills to be successful in your global role. All our external and cross-location communication is done in US English (en-us), but internally you can speak in whichever native language you most identify with.

Optimizely is committed to a diverse and inclusive workplace. Optimizely is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

#LI-AZ1