Senior Manager, Strategic Operations

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.

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.