Senior Manager, Technical Services Operations

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 rev