Kore.ai is a globally recognized leader in the conversational and generative AI space helping enterprises deliver extraordinary experiences for their customers, employees, and contact center agents. Kore.ai’s goal is to empower businesses with effective, simple and responsible AI solutions that create engaging interactions. sectors serving over 100M of consumers and 500,000+ employees worldwide. With billions of interactions automated using our AI-powered technology, we have been able to save over $500M for these companies.
Kore.ai is one of the fastest growing AI companies globally. We are recognized as a leader by the leading technology and industry analysts like Gartner, Forrester, IDC, ISG, Everest, and others.
Founded in 2014 by serial successful entrepreneur, Raj Koneru, Kore.ai supports customers globally across offices in Orlando, Hyderabad, New York, London, Germany, Dubai Frankfurt, Tokyo and Seoul.
We’re reshaping the way companies harness the power of AI, simplifying and enhancing accessibility. Work alongside some of the brightest minds in the industry to pioneer safe, reliable solutions. Join the Kore.ai team and help companies of all sizes simplify the adoption of advanced AI solutions responsibly.
Senior Manager – Services Operations and Analytics (Forward Deployed Engineering & Professional Services)
Location: Hyderabad (Work from Office Mandatory)
Experience: 8+ Years
Role Summary
We are seeking an experienced Senior Manager – Services Operations and Analytics to lead operational planning, financial tracking, and resource management across our Expert Services (ES) and Professional Services (PS) organizations. This role will act as the operational backbone of the services organization, ensuring accurate tracking of project performance, resource utilization, financial metrics, and partner coordination. The role requires strong analytical, operational, and cross-functional collaboration skills. The ideal candidate will bring deep experience supporting services organizations, consulting delivery teams, or technology professional services groups. Key responsibilities;
Services Financial & Project Operations
● Manage operational oversight of all delivery engagements across Forward Deployed Engineering and Professional Services.
● Track project-level financial performance including TCV, revenue, burn, investments, and margins.
● Maintain and monitor Statements of Work (SOW), change requests, and project investment approvals.
● Perform project-level profitability analysis and identify financial risks or overruns.
● Partner with Finance for revenue recognition, invoicing alignment, and financial reporting.
Resource Planning & Utilization Management
● Maintain the master resource roster across ES and PS teams.
● Track resource allocation, billable utilization, and investment effort on a weekly basis.
● Support leadership with capacity planning and workforce forecasting.
● Identify underutilization or resource constraints and recommend corrective actions.
● Ensure timesheets are submitted and validated weekly.
Operational Reporting & Analytics
● Own the operational reporting framework for the services organization.
● Produce weekly and monthly reports covering:
● Resource utilization
● Project burn and profitability
● Revenue forecasts
● Investment tracking
● Services bookings and pipeline visibility
● Develop executive dashboards and analytics to support leadership decision-making.
● Partner with internal teams to maintain accurate data capture and reporting discipline.
Stakeholder & Partner Coordination
● Serve as the operational interface with System Integrator (SI) partners supporting services delivery.
● Coordinate resource sharing and delivery commitments with partner organizations.
● Work closely with Sales, Customer Success, and Delivery leadership to ensure alignment on project execution and capacity planning.
● Facilitate operational cadence meetings and ensure follow-ups on action items.
Program Governance & Continuous Improvement
● Establish and maintain operational governance processes across the services organization.
● Maintain trackers for project investments, resource allocations, and delivery performance.
● Identify operational bottlenecks and recommend process improvements.
● Drive initiatives that improve services efficiency, visibility, and profitability.
● Ensure compliance with contractual terms, and track SOW / PO for new sales, and monthly invoicing and milestone payments.
● Close gaps and Escalate variances to ELT
Qualifications
● 8+ years of experience in services operations, consulting operations, or professional services management.
● Strong understanding of services financial metrics (TCV, revenue, margin, utilization).
● Experience managing resource planning and operational reporting for delivery teams.
● Strong analytical and problem-solving skills.
● Excellent stakeholder management and communication skills.
Preferred Experience
● Project and workflow tools: Asana, Jira
● CRM / operational systems: HubSpot or similar
● Advanced reporting and analysis using Excel / Google Sheets
● Experience supporting data-driven operational reporting
● Experience working in AI, SaaS, or technology consulting environments.
● Familiarity with Professional Services Automation (PSA) systems.
● Exposure to services financial planning and forecasting.
● Experience working with system integrator partners.
You won’t just be supporting deployments — you’ll be defining how the world’s largest organizations adopt agentic AI. Your work will directly shape how Fortune 500 enterprises architect, build, and scale their AI capabilities. You’ll be at the intersection of cutting-edge AI technology and real-world enterprise transformation, with the autonomy to solve problems that matter and the impact to see your solutions running at scale.
Join us in building not just better AI, but the enterprise infrastructure for the agentic AI era.
Kore.ai is an Equal Opportunity Employer committed to diversity in the workplace.
Qualified applicants from all backgrounds are encouraged to apply.
Professional Services
Hyderabad, India
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