Business Operations, Program Manager (Remote)

Job Description

Visier is the global leader in People Analytics and Workforce Intelligence trusted by over 8000 customers and a third of the Fortune 500. Our solutions give customers valuable insight into their people, because people are a business' most important asset. Every day Visier employees work to help create more efficient, fair, and successful businesses through leveraging data. Recently closing a successful Series E funding round, and a landmark $1B valuation, Visier is embarking on an incredible phase of its 11-year growth journey. As a trusted partner in defining operational objectives, strategy and tactics, and implementing processes that scale, as the Business Operations, Program Manager will support Visier’s Customer Service (CS) department and lead the development of the daily operations and overall quality of our processes. You have excellent knowledge designing and optimizing business processes relevant to a Customer Success and Professional Service organization in a SaaS environment. You help senior management to drive the strategy execution through designing new business models; streamlining and reengineering existing business processes and providing support to change management. You demonstrate reliable customer service and documentation skills, can adequately explain technical concepts to a broad audience, and will have the ability to work independently in a dynamic and fast-paced environment.

What you'll be doing...

• Assess the effectiveness and efficiency of the customer lifecycle and recommend operational efficiencies to improve scalability of our processes and workflows.
• Analyze complex business problems to be solved with automated systems (we use ServiceNow, Salesforce); develop metrics that provide data for process measurement, identify indicators for future improvement opportunities
• Negotiate process conflicts with respective process owners and business leaders within Customer Service (CS), and other parts of the organization.
• Work with stakeholders and subject matter experts (SMEs) to ensure processes are documented and built in the appropriate systems and tools.
• For complex processes redesigns, you will liaise with the Training and Enablement team to ensure the CS teams have the appropriate training and support
• Own and maintain the process document library
• Write reports and presentations to guide operational decisions
Health & Safety at Visier Visier is committed to creating a safe and healthy environment for our employees, customers and community. As part of this commitment, we require all employees to be fully vaccinated for COVID-19 or qualify for an exemption.

What you'll bring to the table...

• Ability to dig into complex operations issues and take ownership of finding and introducing process improvements
• Self-starter who takes a high degree of ownership over their work
• 4+ years’ experience in an Business Analyst role, preferably within an Operations, Business Analytics, or Finance function within a SaaS organization
• Experience implementing Six Sigma Continuous improvement methodology (the DMAIC approach) preferred
• Passion for designing scalable business and operational processes
• Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
Most importantly, you share our values:
• You play to win
• You roll up your sleeves
• You are proud
• You never stop learning
• You make it easy
#Li-Remote

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