Senior Solutions Architect Operations Manager

An overview of this role

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, including responsibilities, rules of engagement, handoff criteria, and required customer information at key journey stages.
• Own SA reporting requirements and data quality standards. Partner with Revenue Analytics to provide reliable visibility into capacity, engagement, technical evaluation progress, and outcomes so SA leaders can assess effectiveness and prioritize resources.
• Support SA leaders with coverage and capacity planning, business reviews, and operating rhythms that help teams prioritize customer needs and resources.
• Turn field feedback into operational improvements. Lead testing, rollout, and documentation, partner on enablement, and follow through until changes are adopted and sustained.

What you’ll bring

• 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, support growth, and coordinate 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: 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 to support 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, not required: experience supporting a technical field organization in business-to-business software; Structured Query Language (SQL) or equivalent data-querying experience; and experience with GitLab or development, security, and operations (DevSecOps) and AI-enabled automation.

About the team

Our Solutions Architect team coordinates with post-sales teams throughout the customer journey. We align responsibilities, rules of engagement, and handoff criteria with SA leadership and cross-functional partners.