[Hiring] Senior Solutions Architect Operations Manager @GitLab

Role Description

You'll own and improve the operational toolkit that equips GitLab's Solutions Architects (SAs) to drive growth and deliver value for customers. As the SA team's go-to operational business partner, you'll make tools, workflows, reporting, and handoffs more effective and grounded in the SA's role throughout the customer journey.

You'll report to the Director of Customer Experience (CX) Operations. This is a senior individual contributor role with no direct reports.

What you’ll do

• Own the SA operational toolkit and business requirements for systems, workflows, processes, reporting, and documentation.
• Partner with Revenue Technology, Revenue Analytics, and system owners on implementation, validation, data quality, and operational controls.
• Manage operational support requests for tooling, access, assignments, and data issues, including triage, routing, resolution visibility, and root-cause improvements.
• Improve the processes and system workflows for requesting, assigning, and tracking SA engagements.
• Implement intake requirements and routing rules agreed with SA leadership, and automate manual steps.
• Document and operationalize the SA engagement model and cadences agreed with SA leadership and cross-functional teams.
• Own SA reporting requirements and data quality standards.
• Partner with Revenue Analytics to provide reliable visibility into capacity, engagement, technical evaluation progress, and outcomes.
• Support SA leaders with coverage and capacity planning, business reviews, and operating rhythms.
• Turn field feedback into operational improvements.

Qualifications

• Relevant experience in Solutions Architect, Sales, Revenue, or Customer Experience Operations.
• Understanding of technical sales, pre-sales, and post-sales, SA engagement models, technical evaluations, and how SAs demonstrate customer value.
• Hands-on experience with Salesforce or comparable CRM tools, reporting, data quality, and workflow improvement.
• Structured problem-solving skills: turn ambiguous issues into clear workstreams, own delivery, and sustain measurable improvements.
• Strong quantitative skills and proficiency in Excel or Google Sheets.
• Strong hands-on experience with AI-native tools to support custom reports and data modeling scenarios.
• Sound judgment, project management, and communication skills.

Requirements

• Preferred: experience supporting a technical field organization in business-to-business software.
• Preferred: Structured Query Language (SQL) or equivalent data-querying experience.
• Preferred: experience with GitLab or development, security, and operations (DevSecOps) and AI-enabled automation.

Benefits

• Flexible Paid Time Off
• Team Member Resource Groups
• Equity Compensation & Employee Stock Purchase Plan
• Growth and Development Fund
• Parental Leave