Sr. Manager, Business Operations at H1 managing strategic projects and executive relationships. Working alongside CEO and COO to drive company initiatives and board - level communications.
About the role
- Program Manager overseeing taxonomy governance and changes in Customer Support Business Operations to enhance product support. Driving collaboration across teams and managing change effectively.
Responsibilities
- Manage the taxonomy governance and process so the required changes are executed on time
- Effectively manage the change across relevant teams, such as readiness, support delivery, development etc.
- Communicate about relevant changes in the taxonomy process with the right teams
- Connect with all product delivery teams with a good understanding of their supported products, features and unique requirements
- Prioritize the work with the development team, actively participate in UAT so the release quality is high
- Keep all stakeholders informed of the upcoming changes and also merge the duplicate requests
- Collaborate with taxonomy change requestors and leadership to align on proposed changes
- Examine and document (“as-is”) business processes used for taxonomy management
- Define business requirements, create practical specifications and perform fit/gap analysis
- Partner with business teams to design and document future state (“to-be”) processes and business/system requirements
- Assist in the prioritization of backlog items at both a global and regional level, while managing stakeholder expectations and development team capacity demands
- Understand and interpret the diverse requirements of stakeholders which may sometimes conflict with other requirements
- Negotiate with stakeholders to design solutions that meet overall business needs
- Critically evaluate information gathered from multiple sources, reconcile conflicts, convert the information to Business Requirement Documents (BRDs)
- Elicit requirements using interviews, document analysis, requirements workshops, surveys, business process descriptions, use cases, scenarios, and other business analysis techniques
- Facilitate User Acceptance Testing (UAT) by writing test scripts, communicating with testers, and serving as a conduit between the business and DET
- Understand relevant Salesforce objects, fields and relationships to data
- Provide recommendations and alternative approaches for achieving design objectives
- Lead data governance team and ongoing continuous data maintenance, clean-up, etc.
- Provide references for users by writing and maintaining process documentation and also identify the process improvement opportunities
Requirements
- Bachelor’s degree in computer science or any other relevant technical areas
- 10+ years of experience in the high-tech industry
- 5+ years in operations or program management roles
- Salesforce Platform administration and Service Cloud certification
- Very strong program and project management skills
- Proven ability to run large programs across the enterprises
- Good understanding of change management & demonstrated experience driving change across large enterprises
- Broad knowledge of as many Salesforce Clouds as possible
- Good understanding of the development process and UAT experience including writing UAT scripts as needed
- Strong collaboration skills
- Extensive experience in business analysis and process design
- Proven Salesforce Platform hands-on configuration experience
- Demonstrated experience in data analysis, including proficiency with Salesforce Reports and Dashboards (required), and Tableau CRM (preferred)
- Understanding of AI / ML technologies
Benefits
- time off programs
- medical
- dental
- vision
- mental health support
- paid parental leave
- life and disability insurance
- 401(k)
- employee stock purchasing program
Job title
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