Operations Lead, Strategy and Governance
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Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 8 years of experience in a technical project management or a customer-facing role.
Preferred qualifications:
- Experience in Salesforce Operations, including queue management, case routing, taxonomy alignment, and operational performance tracking within a Customer Relationship Management (CRM) ecosystem.
- Working knowledge of Salesforce development principles and platform architecture (e.g., custom objects, Flows, Apex, system integrations) with the ability to translate operational requirements into technical specifications for development teams.
- Ability to think, plan, and execute on multiple projects simultaneously in an organized and creative way.
- Ability to act as a dot connector and integrator; commitment to finding organizational synergies and operational efficiencies.
- Passion for organizing complex information to help structure decision-making processes and align stakeholders.
About the job
Responsibilities
- Lead operational governance and performance oversight for POpsConnect SEC vendor team. Partner with vendor partners to ensure operational stability, Service Level Agreement (SLA) compliance, and quality improvements.
- Oversee daily service operations, taxonomy frameworks, queue governance, and critical system integrations and address any operational blockers proactively.
- Analyze the performance of service delivery models using quantitative and qualitative data to identify key opportunities for process improvement and innovation.
- Build compelling, data-motivated business cases that clearly articulate problem statements, proposed solutions, and expected Return On Investment (ROI).
- Collaborate with Service, Product, and Engineering teams to translate operational needs into technical requirements and manage project execution through metrics and Key Performance Indicator (KPI) tracking.
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