Strategy and Operations Manager

About the role

D-Wave is seeking a highly organized analytical and execution-oriented Strategy andOperations Manager to lead the next phase of operational maturity and scale our global Customer Solutions department.

This is a hands-on high-impact role that blends strategic planning system implementation and business operations leadership. This role will develop and operationalize the processes tools and methodologies that underpin our global services delivery — helping the team scale efficiently as D-Wave’s customer base grows. This role will serve as the business owner for the systems and tools supporting our Professional Services and Technical Account Management teams. As a key partner to the Customer Solutions leadership this individual will help optimize processes streamline operations and enable data-driven insights to power our customer engagements.

What you'll do

Own Customer Solutions Systems & Infrastructure

• Serve as the primary owner of Customer Solutions platforms and tools overseeing system configuration reporting and data integrity across Professional Services and Technical Account Management.

• Lead the evaluation selection and rollout of D-Wave’s next-generation Professional Services Automation (PSA) platform.

• Define and document business requirements working cross-functionally with Professional Services Finance Sales Operations and IT.

• Maintain and evolve key operational systems integrating data across Salesforce NetSuite and project management tools to provide unified visibility into team performance and customer engagement.

• Implement automations workflows and system enhancements that streamline operations and improve productivity across the global Customer Solutions organization.

Enable Data-Driven Execution

• Design maintain and continuously refine dashboards and analytics that provide actionable insights into project delivery customer adoption renewal readiness and operational efficiency.

• Build and evolve operational models for resource planning capacity forecasting and utilization tracking across global teams to uncover trends process gaps and optimization opportunities

• Partner with Customer Solutions leadership to define success metrics KPIs and performance reporting cadences that drive accountability and strategic alignment.

Refine and Scale Customer Solutions Processes

• Develop document and optimize global processes across Professional Services delivery TAM engagement enablement tracking and customer success handoffs.

• Establish and maintain consistent frameworks for project tracking milestone management and customer health measurement.

• Collaborate with Sales R&D and Finance to ensure Customer Solutions processes are tightly aligned with Customer team priorities and lifecycle workflows.

Drive Communication and Alignment

• Support Customer Solutions leadership in preparing and delivering business reviews QBRs and operational performance updates.

• Strengthen collaboration and information flow between Customer Solutions Sales and R&D organizations to enhance customer outcomes and internal efficiency.

• Act as a strategic partner to Customer Solutions leadership providing insights that inform planning resource management and execution excellence.

Champion Operational Excellence

• Lead continuous improvement initiatives to optimize resource allocation process design and system effectiveness across the global Customer Solutions team.

• Uphold rigorous data governance and consistency across all operational systems and reporting frameworks.

• Contribute to scaling a world-class data-informed Customer Solutions organization as the company expands globally.

About You

• 10+ years in Customer Solutions Professional Services TAM or Revenue Operations within a SaaS or technology company.

• Hands-on expertise with Salesforce Certinia and project management tools .

• Strong analytical skills with a track record of building dashboards uncovering insights and driving action.

• Proven experience in process design automation and systems integration across customer-facing functions.

• Excellent communicator and collaborator across technical and business teams.

• Highly organized self-starter with a bias for action and comfort in fast-paced global environments.

• Skilled at balancing strategic vision with hands-on execution .

• Bachelor’s degree in Business Operations Data Analytics Engineering or related field.

• Demonstrated impact on operational efficiency customer delivery success and scalability .

A D-Waver's DNA

• We look at the future and say “why not”; we see possibilities where others see problems or routines. We show the way ahead and are committed to achieving ambitious goals.

• We practice straight talk and listen generously to each other with empathy. We value different opinions and points of views. We ensure that we connect outside as well as inside to learn from others and inspire each other.

• We hold ourselves accountable for delivering results. We make decisions & take responsibility so that we can act & support each other.

• As leaders we motivate & engage our teams to undertake beyond what they originally thought possible by developing our teams & creating the conditions for people to grow and empower themselves through enabling & coaching.

Our Compensation Philosophy is Simple but Powerful:

We believe providing D-Wavers with company ownership competitive pay and a range of meaningful benefits is the start of creating a culture where people want to give the best they’ve got — not because they’re simply making money but because they’ve fallen in love with our vision mission values and team.

During the interview process your Recruiter will review our total rewards (base equity bonus perks benefit culture). The final offer is determined by your proficiencies within this level.

Inclusion:

We celebrate diverse perspectives to drive innovation in our pursuit. Our employees range from distinguished domain experts with decades of experience in their respective fields to bright and motivated graduates eager to make their mark. Our diverse and innovative team will make you feel appreciated supported and empower your career growth at D-Wave.

The Fine Print:

No 3rd party candidates will be accepted

It is D-Wave Systems Inc. policy to provide equal employment opportunity (EEO) to all persons regardless of race color religion sex national origin age sexual orientation gender identity genetic information physical or mental disability protected veteran status or any other characteristic protected by federal state/provincial local law.