About this role
Senior Manager, Strategic Operations will translate executive vision into a scalable, AI-centric operating model. The role diagnoses operational friction across GTM, Finance, and Customer Success and produces BRDs and governance to enable technical teams to implement measurable improvements.
Key Responsibilities
- Diagnose GTM, Finance, and Customer Success execution friction and identify root causes
- Create BRDs with success metrics, testable acceptance criteria, and scope definitions
- Design and execute change management strategies to drive user adoption
- Provide intake governance for the Systems/IT intake queue and prioritize high-value initiatives
- Serve as an operational liaison with Business Systems, IT, and Data Engineering to align technical builds to business intent
Technical Overview
This role focuses on SaaS operating model design and digital transformation rather than software engineering. It requires functional literacy in CRM (Salesforce) and ERP (NetSuite), and includes AI adoption use cases like routing optimization and self-service support aligned to acceptance criteria, metrics, and rollout/adoption plans.
Ideal Candidate
The ideal candidate is an experienced strategic operations or consulting professional (8+ years) who understands the SaaS lead-to-cash lifecycle. They can diagnose GTM, Finance, and Customer Success execution issues, translate leadership requests into BRDs with acceptance criteria and success metrics, and drive AI-centric operating model adoption using Salesforce and NetSuite literacy.
Must-Have Skills
SaaS Operations Expertise: Deep understanding of the SaaS "Lead-to-Cash" lifecycleStrategic consulting backgroundMinimum of 8+ years in business operationsstrategic planningor digital transformationBusiness Systems Literacy with functional understanding of CRM (Salesforce) and ERP (NetSuite)Translate vague executive requests into business requirement documents (BRDs)Design and execute strategies to ensure high user adoption of new tools and processesAI/Automation Track Record with pragmatic focus on value and risk measurement
Nice-to-Have Skills
PMPLean Six SigmaSalesforce/NetSuite functional certifications
Tools & Platforms
CRM (Salesforce)ERP (NetSuite)
Required Skills
strategic operationsAI adoptionrouting optimizationself-service supportoperational modelsdeep divesroot cause analysisbusiness requirement documents (BRDs)success metricstestable acceptance criteriain-scope out-of-scope definitionschange managementuser adoptionintake governancesystems/IT intake queuebusiness systems literacyCRM (Salesforce)ERP (NetSuite)SaaS lead-to-cash lifecycledigital transformationPMPLean Six Sigma
Hard Skills
strategic transformationAI adoptionend to end operational modelsrouting optimizationself-service supportoperating model designcross-functional diagnosticsroot cause analysisprocess gaps analysisdata integrity issues analysisbehavioral hurdles analysisbusiness requirement documents (BRDs)success metricstestable acceptance criteriain-scope out-of-scope definitionschange managementintake governancesystems/IT intake queue prioritizationprioritizing high-value initiativesdata-driven alternativessystems/IT intake governanceCRM concepts (Salesforce)ERP concepts (NetSuite)SaaS lead-to-cash lifecyclebusiness requirements translationdigital transformation adoption strategiesuser adoption strategiescollaborating with Business Systemscollaborating with ITcollaborating with Data Engineering
Soft Skills
influential leadershipability to push back on senior stakeholdersdrive alignment across conflicting departmental prioritiesability to navigate behavioral challenges of organizational changecross-functional collaborationability to translate vague executive requests into disciplined documentspragmatic focus on value and risk measurementstrong communication of business requirements
Certifications
Preferred
PMPLean Six SigmaSalesforce functional certificationsNetSuite functional certifications
Keywords for Your Resume
Senior ManagerStrategic OperationsSr. ManagerAI AdoptionAI-centric operating modeloperating modelrouting optimizationself-service supportdeep divesroot causesbusiness requirementsBRDssuccess metricstestable acceptance criteriachange managementintake governanceSystems/IT intake queueoperational liaisonBusiness SystemsITData EngineeringSaaS lead-to-cash lifecycleSalesforceNetSuitedigital transformationbusiness operationsstrategic planningPMPLean Six SigmaCRMERPAI adoption
Deal Breakers
Minimum 8+ years in business operations, strategic planning, or digital transformation, Functional understanding of CRM (Salesforce) and ERP (NetSuite), Must have deep understanding of the SaaS "Lead-to-Cash" lifecycle
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