Senior Manager, Technical Services Operations

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