SMA America

Service Operations Performance Manager

SMA America

full-time

Posted on:

Location Type: Remote

Location: California • United States

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Salary

💰 $104,000 - $134,000 per year

About the role

  • Function as the key liaison between the applications team and business stakeholders. Gather ongoing feedback to fine-tune platform strategy and champion change management and training to drive adoption.
  • Oversee application managers for Salesforce, SAP/AI Joule for Service, and Pronto Forms to ensure optimal configuration aligning with Service processes.
  • Deeply analyze SAP, AI Joule, and Salesforce systems and data to continuously develop automations that enhance the efficiency of internal and customer-facing processes.
  • Collaborate closely with teams at headquarters to implement global process automation within SAP/AI Joule/Salesforce that integrates with Service operations.
  • Utilize Monday.com selectively for workflow automation only when immediate SAP/AI Joule/Salesforce solutions are not feasible. Collaborate cross-functionally to eventually transition these use cases to core platforms.
  • Pursue opportunities for bidirectional integrations between SAP/Joule, Salesforce, Outlook, and Teams to allow existing operational systems to augment existing platforms through integrated workflows.
  • Partner with departments across the organization to ensure all key customer and Service-related data is made available in the various applications that Service teams have access to. Work cross-functionally to break down data silos.
  • Stay current on SAP, Salesforce, Monday.com, and Pronto Forms capabilities and best practices to inform SMA America's platform strategy.
  • Continuously refine processes related to intake, triage, project planning, and service delivery to increase team productivity.
  • Track relevant performance metrics to measure outcomes. Collaborate with vendors to align technology roadmaps with internal needs.
  • Other duties as may be assigned by supervisor or management.

Requirements

  • Bachelor's degree in business, engineering, or a related technical field, or equivalent experience.
  • 5+ years of experience in process improvement and automation initiatives.
  • Proficiency in SAP, Salesforce, Pronto Forms, and Monday.com with the ability to become a subject matter expert in new system solutions.
  • Experience with data analysis and reporting.
  • Ability to recognize complex problems and apply creativity to analyze situations, develop solutions, and define procedures.
  • Advanced skills in Microsoft Office Suite (Word, PowerPoint, Excel).
  • Excellent interpersonal and communication skills, both written and verbal.
  • High level of accuracy and strong attention to detail.
  • Proficiency in the English language is required; German language skills are a plus.
  • Ability to travel occasionally based on business needs.
Benefits
  • Comprehensive benefits including health, dental, and vision coverage (including $0 premium options).
  • 401(k) plan with company match.
  • Opportunities for professional development and training.
  • Inclusive, collaborative, and innovative work environment.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
process improvementautomationdata analysisreportingconfigurationworkflow automationintegrationsperformance metricsattention to detailsubject matter expert
Soft Skills
interpersonal skillscommunication skillscreativityproblem-solvingorganizational skillscollaborationchange managementtrainingteam productivityaccuracy
Certifications
Bachelor's degreebusinessengineeringtechnical field