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Manager, Professional Services COE (Operations) at Epicor | Software Careers


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Apply now Job ID 18002152 Date posted Nov. 14, 2018 United States Consulting

Job Title: Center of Excellence (COE) Manager

Requisition Number: 18002152

Location(s): US - Remote

Company Overview

Epicor is one of the world’s leading software companies, with more than 20,000 customers in over 150 countries using our products to effectively and efficiently automate and streamline their essential business functions. With industry specific solutions for the manufacturing, distribution, retail and service industries, Epicor products allow our customers to focus on core, revenue generating activities. Epicor is privately owned by KKR & Co. and produces approximately $900M in annual revenue with around 4,000 employees.

Role Summary/Purpose:

Leads and manages a functionally aligned team of consultants (practice) and maintains an effective balance of capacity / capabilities to ensure timely and proper staffing of PS engagements. This COE will be the core for all things Professional Services (PS) related to successfully implement Epicor ERP based on predefined best practices and in a way that results in customer satisfaction levels meeting / exceeding predefined targets.

Essential Responsibilities:

  • As thought leaders for their respective COE area, identify and define solution offerings for client base that can be marketed and implemented for client base
  • Assume ownership of solution offerings to ensure they are kept current, team is educated, and others in PS are enabled on solution. (i.e. EPR, BPR, etc..)
  • Provide subject matter expertise in support for presales activities when required. Facilitate similar with senior team members when required
  • Provide subject matter expertise for challenging client situations in terms of quality assurance and/or solution review and design
  • Manages all personnel activities of practice
  • Coordinates resource requirements with RMO, PMO, and Regional Managers
  • take an organized approach to strategically fill the resource assignments with a focus on practice development and resource optimization
  • Hiring decisions and all activities needed for recruitment
  • Creating on boarding plans that are aligned with Role Level and Experience
  • Creating and cultivating mentor relationships
  • Career development guidance for both Opportunities and Development Path perspective
  • Establishing, communicating, and collaborating on:
  • Best practices for implementation for respective functional area
  • Knowledge base of functionally aligned FAQ’s, Tips & Tricks, Q&A
  • Maintaining or exceeding target levels of billable utilization for the practice
  • Ensures that team members that are not fully utilized are leveraging their availability (white space) to either improve their skills, support PS initiatives, or contribute in ways that increase their practice’s effectiveness
  • Works with RMO and PS leadership to ensure skill gaps or areas with limited skills are identified (based on past demand or forecasts)
  • Create realistic development paths (training, experience, feedback) to address the gaps / limitations
  • OR align on strategic decisions to outsource to a specific partner or partners
  • Ensure the practice is achieving certification and training goals
  • Establish Utilization targets based on Role and ensure the Practice is aligned accordingly
  • Conduct performance reviews
  • Support PS leadership in annual compensation planning
  • Approve timesheets, expenses, PTO, and non-billable travel
  • Ensure resources are adhering to Epicor corporate and PS standards of conduct and performance
  • Establish and foster a practice mentality and culture for formal knowledge and skills development led by team members
  • Collaborate with RMO and partners to ensure appropriate skill levels are met when outsourcing requirements to 3rd party


  • BA/BS degree
  • Excellent organizational, communication, and time management skills
  • Ability to work independently and multi-task, in a fast paced and constantly changing environment
  • Excellent interpersonal skills and communicator. Convey thoughts clearly and concisely, both verbally and in writing. Presents ideas in a convincing and logical manner. Listens well and asks appropriate questions
  • Exercises sound judgment with respect to relative importance, priorities, time allocations, and resource requirements
  • Proficient in MS Office Suite and experience with Professional Services Automation (PSA) tools
  • Detail oriented, self-starter who thrives on solving problems and building / improving streamlined processes within PS
  • 3-5 years’ experience Consulting in the respective functional area
  • 2-3 years’ experience in managing a Consulting Practice
  • Travel - < 25% required


Epicor Software Corporation is proud to be an equal opportunity/affirmative action employer.

Primary location: Remote Remote United States
Manager, Professional Services COE (Operations)

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