Director, Business Process Optimization (Remote in Utah)
- Utah
- Permanent
- Full-time
- Own, maintain and create new detailed, complete end-to-end business process documentation for all Operational teams, partner teams, and their workflows, dependencies, deliverables, etc..
- Documentation includes: all relevant policies, keystroke level work steps, systems/tool inventory, inputs, and deliverables for cross functional teams including all dependencies, points of risk, and recommendations for improvement/optimization etc.
- Create and maintain gap analysis of existing Operational processes, policies, products and tools; lead cross-functional efforts to synthesize and drive remediation plans for each, and constantly lead remediation efforts
- Serve as Operational subject matter expert, demonstrating expert command of all business processes and associated tooling
- Represent Operations in all cross-functional projects, effectively advocating to ensure all Operational business requirements are met
- Manage 3rd party/external partners, assume accountability for ensuring deliverables meet/exceed expectations and cultivate strong supplier relationships
- Own the Salesforce implementation used by our Support, Sales and Fulfillment teams, ensuring it is continually optimized by gathering requirements and user feedback, designing scalable best practice solutions
- Develop and own delivery of the implementation roadmap
- Engage with, augment and lead if necessary Product Development efforts as needed to ensure sales, fulfillment, support and renewal business processes and tooling are effectively implemented
- Work with appropriate resources to ensure perfect training curriculum and reference material is created
- Effectively lead team of tool administrators and project managers delivering projects to optimize Ops, identified through close monitoring of business operations
- 10+ years' leading program management teams and large scale projects in a distributed organization
- Ability to build trust, foster strong working relationships and collaboratively work with stakeholders of all levels, positively influence outcomes
- Clear and effective written and verbal communication skills and ability to distill and convey information in a concise and compelling manner
- Strong organizational and program management skills to manage a wide range of incoming requests and responsibilities
- Demonstrated skill in delivering detailed, work-step level business process documentation and ability to provide higher level summaries as appropriate
- Strong work ethic, disciplined execution skills, willingness to do whatever it takes to deliver results
- Maintains unsurpassed attention to detail and command of business details
- Capable of understanding technology and maintaining mastery of the business
- Demonstrated experience synthesizing cross-functional business requirements into roadmap and managing timelines, deliverables, etc.
- Self-starter who enjoys problem-solving with little direct supervision. Ability to learn quickly with a high tolerance for ambiguity and complexity
- Experience leading teams through tight deadlines and complex initiatives
- Strong Salesforce knowledge and at least 2+ years' of hands on experience with both Service and Sales Cloud
- Comprehensive health plans (including Medical, Dental and Vision insurance for full-time employees)
- Unlimited PTO
- Competitive salary packages
- Life insurance
- Disability benefits
- Supplemental Optional Life Insurance Benefits
- FSA Options Optional
- HSA with Company Match
- 401k program with Company Match
- Wellhub & ClassPass fitness platforms
- Comprehensive Pet Insurance options
- Financial Wellbeing & Student Loan Program access
- Access to additional Mental Health & Wellbeing resources
- Pre-tax Commuter/Transit Benefits
- Free Rocket Lawyer account with online access to an extensive legal documents library and brilliant licensed attorneys at discounted rates
- Recruiter Phone Screen
- Role Assessment(s)
- Hiring Manager Interview
- Panel Interviews
- Final Interview
Base salary range by location:
- San Francisco Bay Area, CA: $198,586 - $268,675
- California (outside of San Francisco Bay Area) and Colorado: $168,798 - $228,373
- Utah, Arizona, and North Carolina: $158,868 - $214,940