Senior Manager, Operations Excellence

This is a fully remote position, open to applicants in California, +2 more states.

📋 Description

• Oversee the complete partnership between Commercial Experience, functional subject matter experts, and IT.

• Manage the pipeline of bugs, enhancements, and change requests by establishing ownership, prioritization, escalation paths, and maintaining visibility into queue health and aging.

• Convert intricate business needs into clear IT requirements and business requirements documents (BRDs).

• Facilitate discovery and process design throughout the Quote to Cash cycle, mapping workflows, identifying system dependencies, controls, and scalable improvement opportunities.

• Oversee scope, timelines, dependencies, and deliverables from the requirements stage to production.

• Lead user acceptance testing (UAT), coordinate releases, validate processes, and manage change.

• Identify opportunities for automation, AI, and process improvements within commercial and Finance systems.

• Utilize AI tools for requirements development, ticket triage, analysis, and documentation.

• Maintain documentation, controls, and governance across systems, processes, and data.

⛳️ Requirements

• A minimum of 10 years of experience in Business Operations, Business Systems, Business Transformation, Process Improvement, Consulting, or related fields, with substantial experience in designing or enhancing complex process flows.

• Proven experience acting as a liaison between business and IT, including gathering requirements, developing BRDs, aligning stakeholders, and ensuring delivery through implementation.

• Demonstrated experience managing queues of bugs, enhancements, and change requests using Jira, ServiceNow, or similar enterprise workflow platforms.

• Strong hands-on experience with Salesforce (SFDC) and familiarity with one or more related enterprise platforms such as CLM, Workday, Zuora, or RevPro.

• Experience leading change management initiatives, UAT, release coordination, and system initiatives that support go-to-market or commercial teams.

• A solid understanding of cross-functional business processes and system dependencies within complex enterprise environments.

• Proven capability to influence and constructively challenge stakeholders, navigate ambiguity, and drive decisions across both business and technical teams.

• Demonstrated ability to operate effectively as a strategic project leader and a proactive individual contributor in a self-directed environment.

• Experience in the SaaS or technology industry.

• Knowledge of Quote to Cash processes, including order management, billing, receivables, or revenue recognition.

• Familiarity with Agile delivery methodologies and enterprise change-control practices.

• Experience in applying AI, automation, or analytics tools to business operations, systems management, or process enhancement.

🏝️ Benefits

• Medical, Dental, and Vision Insurance.

• Telehealth coverage.

• Flexible work schedules and remote work options.

• Opportunities for development and career advancement.

• Open Time Off, in addition to 10 paid holidays.

• 401(k) matching program.

• Adoption Assistance.

• Fertility treatments.

• Mentorship, learning programs, leadership development, and educational support.

• Paid volunteer time.

• August Free Fridays.

• Well-being resources.

• Regionally tailored programs for employees and their families.