Government SaaS Operations Manager

Government SaaS Operations Manager

Role Overview:

The Government SaaS Operations Manager is the primary day-to-day operational point of contact for government agencies using IdeaScale. This role owns onboarding, platform configuration, integrations, support tickets, escalations, and service continuity. It builds strong working relationships with agency program and technical teams through reliable execution, clear communication, and consistent delivery.

This role is hands-on and execution-first. It does not own strategic account planning, renewals, or revenue.

Service Delivery & Operations:

• Implementation Delivery: Own onboarding, configuration, and rollout of the IdeaScale platform for government customers, ensuring delivery readiness and service continuity.
• Requirements Intake: Work with agency program and technical teams to gather requirements and translate them into platform configuration and implementation tasks.
• Platform Configuration: Configure the platform to meet customer requirements and operational needs.
• Data Migration & Integrations: Set up and support data migration and integrations, ensuring data integrity and reliability.
• Service Documentation: Create and maintain runbooks, configuration guides, and troubleshooting resources.

Implementation Enablement & Training:

• Role-Based Training: Deliver onboarding and periodic training by role (admins, moderators, end users).
• Training Materials: Create and refine training materials (guides, short videos, decks) in collaboration with Professional Services.
• Live Sessions: Facilitate live training sessions (virtual/in-person) as needed.
• Release Readiness: Provide readiness training when new features ship.

Troubleshooting & Platform Support:

• Support Ticket Ownership: Own support tickets, escalations, and SLA adherence for government accounts.
• Day-to-Day Platform Support: Provide hands-on technical support for configuration, permissions, workflows, and integrations.
• Issue Resolution: Diagnose and resolve platform issues and coordinate with Support / Engineering when deeper fixes are required.
• Customer Communications: Maintain clear ticket queues, status updates, and resolution timelines with agency technical stakeholders.
• Product Feedback Loop: Capture recurring issues and operations feedback and route them to Product in a structured, actionable format.

Skills & Qualifications:

• As a result of government contracts in which this position will be involved, this role requires U.S. citizenship.
• Federal, State, Local Government contracting and project management experience with software companies. Experience with agencies such as DoW, USCG, NIH or FDA is a plus.
• Expected to maintain flexible 4 hours overlap with U.S. East Coast (EST) and 2 hours with CET, as needed to support client delivery.
• English proficiency required, with strong written and verbal communication skills.
• Proven experience in SaaS operations, implementation, or technical services roles.
• Strong communication, collaboration, and interpersonal skills. 
• Strong project management skills with the ability to manage multiple onboarding and support workstreams simultaneously.
• Working knowledge of modern AI productivity tools (Claude, CoPilot, Gemini) and the ability to quickly learn new platforms and integrations such as ServiceNow, Jira, YouTrack, and others.
• Execution-oriented, responsive, and comfortable owning delivery and escalations.
• Ability to work independently and as part of a team, including reliable internet connection for periodic video conferencing.
• Proficiency with HubSpot, Slack, Google Workspace, Office365, MS Teams, Zoom, and YouTrack.
• Ability to create simple training documents and videos using tools such as Claude, Canva, Zoom and Scribe.

Why IdeaScale?

At IdeaScale, we believe in the power of collective intelligence to solve the world's most pressing challenges. We're a leading SaaS platform that helps organizations turn ideas into measurable mission outcomes—from Fortune 500 companies like Western Digital and National Institute of Health to influential institutions like NYU—to drive innovation and transformation.

Please reach out to hr@ideascale.com if you are interested in applying to the role.

Along with your resume, please include a statement in response to the following two questions:

1. Why do you think you will be a great fit for this role?
2. Tell us about a SaaS implementation, onboarding, or support issue you personally owned end-to-end, and what you did to resolve it.

Have a great day!