Senior Solutions Architect Operations Manager

Details

GitLab is seeking a Senior Solutions Architect Operations Manager to own and improve the operational toolkit used by Solutions Architects (SAs) to drive growth and deliver customer value. This senior individual contributor role reports to the Director of Customer Experience Operations and has no direct reports.

Responsibilities

• 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 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, including responsibilities, rules of engagement, handoff criteria, and required customer information at key customer journey stages.
• Own SA reporting requirements and data quality standards.
• Partner with Revenue Analytics to provide 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; lead testing, rollout, and documentation, partner on enablement, and ensure changes are adopted and sustained.

Requirements

• 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, customer value, growth support, and coordination with post-sales teams.
• Hands-on experience with Salesforce or comparable customer relationship management (CRM) tools, reporting, data quality, and workflow improvement.
• Ability to translate field needs into clear system requirements.
• Structured problem-solving skills, including the ability to turn ambiguous issues into clear workstreams, own delivery, and sustain measurable improvements in efficiency and adoption.
• Strong quantitative skills and proficiency in Excel or Google Sheets for capacity, coverage, productivity, and scenario modeling.
• Strong hands-on experience with artificial intelligence (AI)-native tools for custom reports and data modeling scenarios.
• Sound judgment, project management, and communication skills.
• Ability to work independently, build trust, and influence across a global, distributed organization.
• Preferred: experience supporting a technical field organization in business-to-business software; Structured Query Language (SQL) or equivalent data-querying experience; and experience with GitLab, DevSecOps, or AI-enabled automation.

Benefits

• Benefits supporting health, finances, and well-being
• Flexible paid time off
• Team Member Resource Groups
• Equity Compensation and Employee Stock Purchase Plan
• Growth and Development Fund
• Parental leave

All GitLab roles are remote, although some roles may have location-based eligibility requirements. The listed US base salary range does not include bonuses, equity, or benefits.