Strategic Business Operations Manager

Strategic Program Design, Optimization and Implementation

• Create the end-to-end Goodwill program inclusive of designing the program strategy, creating the operational design and implementation frameworks as well as driving all monitoring and optimization efforts.
• Be the main point of contact driving core product and policy initiatives related to how we extend goodwill to customers.

Strategic Operations

• Define and lead strategy and roadmap for the CS Goodwill Program, balancing priorities against business and financial goals.
• Drive all change management and continuous improvement initiative efforts across the global footprint.
• Create an operational management system to track program performance across a global network of partner sites.
• Drive a culture of continuous operational improvement through continuously fine tuning the goodwill program initiatives and practices.
• Establish metrics to measure the success of the goodwill initiatives and continuously tune the initiatives to improve customer satisfaction and meet financial targets.

Business and Financial Management

• Drive the Goodwill budget targeting process in partnership with finance to ensure the proper budget target setting and adherence.
• Report out on the operational effectiveness of the Goodwill programs across a global business using data driven insights and decision making.
• Assess and mitigate risks associated with goodwill practices, ensuring that all goodwill strategies comply with business policies.
• Report on usage audits with tight collaboration with key partners across Delivery, Analytics and Finance.

Stakeholder Management and Cross-functional Collaboration

• Liaise with Community Support teams to implement and monitor goodwill programs.
• Provide leadership program performance health readouts.
• Manage programs across outsourced partnerships through collaboration with multiple cross functional teams including Service Delivery, Partner Strategy, Trust, Legal, Product Management, Finance and Analytics.
• Instill accountability and discipline, rigor, and process throughout an organization.
• Collaborate closely with stakeholders to communicate the program strategy and ensure tight rollout globally to all sites as well as ensure effective governance for all goodwill initiatives.
• Drive implementation and process optimization for the Goodwill program, setting all operational milestones and success criteria in order to meet the organization's customer experience expectations and financial budget targets.

Your Expertise

• 10+ years experience managing large scale operations and strategy in roles with increasing responsibility.
• Experience with process design and optimization, strategic operations and customer support strategies.
• Experience working in global/matrixed environment with the ability to solve problems and influence cross-functional teams.
• Executive presentation skills with the ability to develop a strategy, communicate it clearly and get buy-in and support to execute.
• Excellent stakeholder management skills - including proven experience working with senior leaders on global programs.
• Outstanding written and verbal communication and presentation skills; ability to articulate a vision, strategy, ideas and decisions clearly and succinctly.
• Proven experience in a role requiring high-attention to detail and organization skills with a proven track record of leading/driving results at scale.
• Ability to thrive in ambiguity in a fast-paced, hyper-growth organization.
• Strong analytical and problem-solving skills with a proven track record for using data to develop and implement strategic initiatives and drive key business decisions.
• Proficiency in leveraging AI tools and technologies to drive operational efficiency, enhance decision-making and scale program outcomes.
• Experience using SQL, Python and/or Tableau is preferred.
• Operations, Management Consulting or Financial/analytics background preferred.