Service Operations Performance Manager

PURPOSE OF POSITION

The Service Operations Performance Manager supports the optimized use of core applications (systems and software) in alignment with local Process Management and Global Process Management, Sales & Service. This role will focus primarily on Service use of SAP and Salesforce as applicable to North America, with secondary support for Monday.com and Pronto Forms. The position's objective is to identify automation opportunities and enable data-driven decision making.

PRIMARY DUTIES / RESPONSIBILITIES

• Function as the key liaison between the applications team and business stakeholders. Gather ongoing feedback to fine-tune platform strategy and champion change management and training to drive adoption.

• Oversee application managers for Salesforce, SAP/AI Joule for Service, and Pronto Forms to ensure optimal configuration aligning with Service processes.

• Deeply analyze SAP, AI Joule, and Salesforce systems and data to continuously develop automations that enhance the efficiency of internal and customer-facing processes.

• Collaborate closely with teams at headquarters to implement global process automation within SAP/AI Joule/Salesforce that integrates with Service operations.

• Utilize Monday.com selectively for workflow automation only when immediate SAP/AI Joule/Salesforce solutions are not feasible. Collaborate cross-functionally to eventually transition these use cases to core platforms.

• Pursue opportunities for bidirectional integrations between SAP/Joule, Salesforce, Outlook, and Teams to allow existing operational systems to augment existing platforms through integrated workflows.

• Partner with departments across the organization to ensure all key customer and Service-related data is made available in the various applications that Service teams have access to. Work cross-functionally to break down data silos.

• Stay current on SAP, Salesforce, Monday.com, and Pronto Forms capabilities and best practices to inform SMA America's platform strategy.

• Continuously refine processes related to intake, triage, project planning, and service delivery to increase team productivity.

• Track relevant performance metrics to measure outcomes. Collaborate with vendors to align technology roadmaps with internal needs.

• Other duties as may be assigned by supervisor or management.

REQUIRED RELEVANT PROFESSIONAL EXPERIENCE

• Bachelor's degree in business, engineering, or a related technical field, or equivalent experience.

• 5+ years of experience in process improvement and automation initiatives.

• Proficiency in SAP, Salesforce, Pronto Forms, and Monday.com with the ability to become a subject matter expert in new system solutions.

• Experience with data analysis and reporting.

• Ability to recognize complex problems and apply creativity to analyze situations, develop solutions, and define procedures.

• Advanced skills in Microsoft Office Suite (Word, PowerPoint, Excel).

• Excellent interpersonal and communication skills, both written and verbal.

• High level of accuracy and strong attention to detail.

• Proficiency in the English language is required; German language skills are a plus.

• Ability to travel occasionally based on business needs.

WE OFFER

• The salary range for this position is $104,000 - $134,000 per year, dependent upon experience.

• Comprehensive benefits including health, dental, and vision coverage (including $0 premium options).

• Work Location: This role is remote-first. Candidates located within commuting distance of our Greater Sacramento area office may also work on a hybrid basis.

• 401(k) plan with company match.

• Opportunities for professional development and training.

• Inclusive, collaborative, and innovative work environment.