Service Operations Performance Manager
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Job Description
Service Operations Performance Manager optimizing core applications like SAP and Salesforce for SMA America. Enhancing efficiency of service operations through automation and data-driven decision making.
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.
Requirements:
- 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.
Benefits:
- Comprehensive benefits including health, dental, and vision coverage (including $0 premium options).
- 401(k) plan with company match.
- Opportunities for professional development and training.
- Inclusive, collaborative, and innovative work environment.
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