Senior Solutions Architect Operations Manager - GitLab

About GitLab

GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100 trust GitLab to ship better, more secure software faster.

Overview of the 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 CRM tools, reporting, data quality, and workflow improvement; ability to translate field needs into clear system requirements.
• Structured problem-solving skills: 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 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: Experience supporting a technical field organization in B2B software, SQL or equivalent data-querying experience, and familiarity with GitLab or DevSecOps tools.