Senior Solutions Architect Operations Manager
GitLab · Remote · Canada +1 · 11h ago
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.
The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software.
*Fortune 500® is a registered trademark of Fortune Media IP Limited, used under license. Claim based on GitLab data. Fortune 100 refers to the top 20% ranked companies in the 2025 Fortune 500 list, published in June 2025. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of GitLab.
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.
The base salary range for this role’s listed level is currently for residents of the United States only. This range is intended to reflect the role's base salary rate in locations throughout the US. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, alignment with market data, and geographic location. The base salary range does not include any bonuses, equity, or benefits. See more information on our benefits and equity. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.
How GitLab Supports Full-Time Employees
- Benefits to support your health, finances, and well-being
- Flexible Paid Time Off
- Team Member Resource Groups
- Equity Compensation & Employee Stock Purchase Plan
- Growth and Development Fund
- Parental Leave
Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.
Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.
Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us.
GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.