Operations Lead Strategy And Governance

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.