Strategic Transformation & AI Adoption: Identify and champion high-impact automation and AI opportunities (e.g., routing optimization, self-service support) and design end-to-end operational models that scale across core systems.
Cross-Functional Diagnostics: Conduct "deep dives" into departmental friction points to uncover root causes—distinguishing between process gaps, data integrity issues, and behavioral hurdles.
Business Requirements & Scoping: Translate vague executive requests into disciplined business requirement documents (BRDs), including success metrics, testable acceptance criteria, and clear "in-scope/out-of-scope" definitions.
Change Management & Adoption: Design and execute strategies to ensure high user adoption of new tools and processes, focusing on the human element of digital transformation.
Intake Governance: Act as the primary filter for the Systems/IT intake queue, prioritizing high-value initiatives and providing data-driven alternatives for low-impact requests.
Operational Liaison: Serve as the primary business-facing lead, collaborating with Business Systems, IT, and Data Engineering to ensure technical builds align with business intent.

Requirements

SaaS Operations Expertise: Deep understanding of the SaaS "Lead-to-Cash" lifecycle and the interdependencies between Sales, Finance, and Customer Success.
Strategic Consulting Background: Proven experience in a strategic consulting role or an in-house "Center of Excellence" environment.
Influential Leadership: Demonstrated ability to push back on senior stakeholders and drive alignment across conflicting departmental priorities.
Business Systems Literacy: Functional understanding of CRM (Salesforce) and ERP (NetSuite) concepts, with the ability to discuss technical trade-offs without owning the code.
Experience: Minimum of 8+ years in business operations, strategic planning, or digital transformation.
AI/Automation Track Record: Experience implementing or championing AI use cases with a pragmatic focus on value and risk measurement.
Education: MBA or equivalent professional experience in Business Administration or Technology Management.
Certifications: PMP, Lean Six Sigma, or Salesforce/NetSuite functional certifications are a plus.

Benefits

Employees can expect a robust benefits package, including health and dental and 401k with company match
Find your perfect work/life balance with our Flexible Time Off policy or generous PTO plan (role dependent) and paid holidays
Up to 4 weeks paid bonding leave
Tuition reimbursement
Robust Employee Assistance Program through TotalCare offering free counseling 24/7/365, plus financial counseling, legal guidance, adoption assistance services and much more!
24/7 access to virtual medical care with Teladoc
Quarterly awards based on peer nominations
Regional discounts and perks
Opportunities to participate in charitable events and give back to the community

Applicant Tracking System Keywords

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

Hard Skills & Tools

AI adoptionautomationbusiness requirement documentschange managementdata integritySaaS operationsCRMERPdigital transformationstrategic planning

Soft Skills

influential leadershipcollaborationproblem-solvingcommunicationstakeholder managementuser adoption strategiesanalytical thinkingcross-functional teamworkstrategic consultingprioritization

Certifications

PMPLean Six SigmaSalesforce certificationNetSuite certification