CX Resource & Staffing Manager, APJ

An overview of this role

As a CX Resource & Staffing Manager for the APJ region on GitLab's CX Engineering team, you'll lead strategic capacity planning and resource allocation for our Professional Services and Education Services delivery teams across Asia-Pacific and Japan. You'll partner closely with regional delivery leadership as a trusted advisor, translating sales pipeline signals into clear capacity insights, improving utilization and staffing outcomes, and helping ensure the right skills are available for our highest-priority customer engagements. As the first dedicated resource management professional for APJ and a member of our Resource Management Center of Excellence, you'll help build scalable practices and reporting that move resource management beyond scheduling into proactive planning, in an all-remote, values-driven environment.

Some examples of our projects:

• Forecasting resource demand 6 to 12 months out by analyzing pipeline stage, probability, and deal characteristics, then presenting monthly capacity recommendations to APJ delivery leadership
• Monitoring real-time utilization and allocations across Professional Services and Education Services teams, proactively resolving resource conflicts and enabling cross-team resource sharing when needs and availability align

What you'll do

• Own resource allocation for Professional Services and Education Services delivery teams across APJ, matching team members to engagements based on skills, timing, and customer priorities.
• Monitor real-time utilization and allocation health, proactively identifying over-allocation, under-allocation, and emerging conflicts, then recommending adjustments that balance targets with team wellbeing.
• Analyze sales pipeline signals (stage, probability, deal characteristics) and delivery backlog to forecast demand and capacity needs 6 to 12 months ahead, translating projections into role- and skill-based staffing requirements.
• Build and maintain capacity models and scenarios to show staffing implications across APJ markets, and partner with Finance and regional delivery leadership on workforce planning and hiring prioritization.
• Maintain a current skills inventory for APJ delivery teams (certifications, product expertise, language capabilities), identify skills gaps, and partner with Learning and Development on training priorities.
• Facilitate cross-team and cross-region resource sharing when availability and project needs align, including serving as backup for the EMEA Regional Resource Manager during periods of absence or high demand.
• Coordinate staffing with partner consultants when needed, collaborating with the global partner team to support smooth deployment.
• Produce weekly utilization and allocation dashboards and contribute to monthly capacity reporting for APJ delivery leadership, including trends, risks, and clear recommendations.
• Support PSA platform (Kantata) process adoption and data quality, helping ensure resource requests, allocations, and reporting workflows are accurate, consistent, and followed.

What you'll bring

• Demonstrated experience in professional services operations, resource management, workforce planning, or delivery operations, with a track record of supporting services delivery teams.
• Strong analytical skills, including forecasting, scenario modeling, and translating pipeline signals into actionable capacity and staffing insights.
• Experience with professional services automation (PSA) platforms such as Kantata (formerly Mavenlink), Certinia, OpenAir, or similar tools, or the demonstrated ability to learn new systems quickly and drive strong data quality and process adoption.
• Working knowledge of services economics, including utilization, capacity planning, and the drivers that impact delivery performance and margin.
• Proven stakeholder management skills and the ability to build trusted partnerships with regional delivery leaders by communicating clearly, setting expectations, and resolving resourcing conflicts with transparent prioritization.
• Comfort presenting recommendations and reporting out on utilization, allocations, risks, and trends to leadership in a structured, data-driven way.
• Ability to thrive in an all-remote, asynchronous environment as a self-directed "manager of one," collaborating effectively across time zones and teams.
• Fluency in English (written and spoken); additional language skills relevant to APJ markets are helpful.

About the team

The CX Engineering Resource Management Center of Excellence is a cross-functional team focused on helping GitLab's Professional Services and Education Services delivery teams scale customer outcomes through strong resource planning, forecasting, and operational rigor. You'll join a fully remote, globally distributed group that works asynchronously with regional delivery leaders, Finance, Sales Operations, and partner teams to turn pipeline signals into clear capacity plans and staffing decisions.

In this role, you'll be the first dedicated resource management professional for the APJ region, with ownership of regional allocation and capacity strategy while contributing to global frameworks and best practices. We're currently focused on building consistent resource request and allocation workflows, improving utilization visibility through weekly and monthly reporting, strengthening forecast accuracy over a 6 to 12 month horizon, and creating the workforce intelligence (skills inventory and gap analysis) needed to invest in the right capabilities across APJ.