workwave - Senior Manager, Strategic Operations
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Requirements
• 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.
Responsibilities
• 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.
Benefits
• Opportunities to participate in charitable events and give back to the community • We understand the impact of attracting and keeping top talent and reward intellectual curiosity and a thirst for personal and professional growth • Encouraging our employees that already have an intimate knowledge of and passion for our products to apply for other roles within our walls just makes sense! • Our employees have access to extensive video libraries for soft skill and role specific training available 24/7 and live trainings are provided throughout the year • 10 Time winner of Best Place to Work in New Jersey by NJBiz! • WorkWave has been recognized with multiple awards for its outstanding products, growth and culture, including the Inc. 5000, SaaS Award, IT World Awards, Globe Awards, Silver Stevie Award for Employer of the Year, and Best Place to Work Inc. Magazine • Named one of The Software Report's 3rd annual list of the Top 100 Software Companies of 2022 (worldwide!)
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