Senior Manager, Professional Services Engineering

Tines is the intelligent workflow company that powers some of the world's most important workflows. Tines has been supporting IT and security teams from a diverse range of customers, including Canva, Reddit, SAP, Coinbase, Mars, Fin (Intercom), and McKesson. Tines 3B, launched in 2026, is the next generation of Tines – a single, secure environment for every team's apps, agents and automations. As an integrator across the entire tech stack, Tines is vendor-agnostic integrating with any API-enabled service. This flexibility enables our customers to achieve their highest-priority goals faster. Tines has security woven into its DNA, and our platform is secure and private by design. At Tines, we're driven by our values of Simplicity, Speed, and Soundness. We're committed to delivering exceptional customer experiences while fostering a company culture that nurtures individual curiosity, growth, and integrity. We're excited about what's next, and we're looking for others to join us on our journey. This is a remote role that must be based in EST, preferred close to Boston As a key member of our Customer Success organization, the Senior Manager, Professional Services Engineering is an empathetic, operationally rigorous and forward-thinking leader and mentor, specializing in resource and capacity planning, You will lead our growing team of engineers across the US and Ireland. As part of our 3-function Professional Services organization (spanning Engagement Management, Project Management, and PSE), you will serve as the champion, coach, and strategic anchor for a team delivering automation solutions to our largest enterprise customers. This is a high-impact leadership role built for someone who excels at both people-first leadership and operational systems thinking. You will step into a tightly knit, high-performing team that deeply values trust, advocacy, and hands-on career development. Simultaneously, you will bring long-range predictability to our services engine: solving the operational puzzle of dynamic, day-to-day resourcing while architecting capacity models that accurately forecast bench availability and skill distribution 6+ months into the future. If you are a proactive problem solver who naturally takes complete ownership of initiatives, anticipates operational friction, and elevates the people around you, this role is for you. What You Will Be Doing • Champion & Coach a High-Performing Team: Lead, mentor, and advocate for 8–10+ Professional Services Engineers across the US and Ireland through meaningful 1:1s, tailored career pathing, performance reviews, and active technical/professional coaching. • Build Trust & Psychological Safety: Step in as a supportive, empathetic people leader, establishing deep trust with a team navigating leadership transitions and diverse working styles. • Master Dynamic Resourcing ("Puzzle-Piece Scheduling"): Own tactile day-to-day engagement allocations, rebalancing resources, priorities, and schedules in real time as deals accelerate, stall, or evolve. • Architect 6+ Month Capacity Forecasting: Design, implement, and maintain predictive capacity models to accurately forecast bench availability, hiring triggers, and skillset distribution at least two quarters ahead. • Drive Strategic Cross-Functional Alignment: Partner seamlessly with Project Management leadership and Engagement Managers to ensure rock-solid engagement delivery, while collaborating closely with Sales, Customer Experience (CX), and GTM leadership. • Influence Product & Engineering: Serve as a conduit between customer delivery and product development; ensure PSEs test early-stage features, provide actionable feedback, and champion the voice of the customer internally. • Proactively Own Initiatives: Identify delivery bottlenecks, operational blind spots, and tooling gaps; formulate viable, data-backed solutions and drive their implementation autonomously from concept to completion. • Partner with Services Ecosystems: Participate in and co-lead monthly syncs with external services partners to support enablement and scale delivery bandwidth. • Drive Operational & Delivery Excellence: Accountable for core delivery metrics including engagement completion rates, CSAT, target billable utilization (70%+), and services expansion opportunities. What You Bring With You • Experience: • 10+ years of experience in a post-sales customer facing role at a technology company • 5+ years of of direct people leadership or practice experience, with a track record of coaching and developing high-performing technical teams. • Demonstrated People-First Leadership: Proven track record directly managing and retaining professional services, solutions engineering, or technical delivery teams in high-growth SaaS environments, with a clear focus on empathy, coaching, and career development. • Multi-Horizon Capacity & Resource Planning Expertise: Hands-on experience not just shuffling in-quarter projects, but buildin