Title: Sr Mgr Business Operations
Location: Remote, US
Department: IT
Job Description:
Requisition Number: 97786
Position Overview
The Sr Manager, CRM Operations will play a critical role defining and, in collaboration with key stakeholders, implementing Insights global CRM and (future PSA). policies, procedures and infrastructure. A cornerstone of Insights IT transformation in the coming years, the Sr Manager CRM Operations will create relationships across the enterprise toexecute against vision towards short and long term goals, plans and action for implementing applications, extensions, and integrations of the Salesforce solution tobusiness strategies and priorities, delivering impactful outcomes. This leader will work closely with business partners, stakeholders, and the CRM teams to create and execute against the roadmap that supports Insights ambition to be the leading Solutions Integrator.
Incumbents provide leadership and business support to other CRM team roles
What youll do at Insight
- Works closely with stakeholders for eliciting requirements and transforming needs into efficient and effective solutions by working with technical team for design, development and execution. Includesrequest review and engagement, drive communication across teams, determine change roll out executionto ensure a seamless transition from existing processes to new processes.
- Responsible for requirements gathering with global teams, lead intake sessions, process optimization, and documentation, build user stories as needed to support business needs. Develop and consider global architecture and needs to optimize CRM usage. Focused on business process elicitation, documentation, and improvement. Functions as middleman between internal customers and technical teams. Engage other specialties (IT, PAs, etc) as needed to achieve results
- Drive and challenge functions on their assumptions of how they will successfully execute their plans. Recognize opportunities for improvement within the function to create efficiencies or improve results and drive global capabilities to business via delivery standards and process improvements, ensuring right ROI and impact from tools
- Build tight partnership with business, key audience, decision makers and thorough understanding of needs, drive to future state vision / process, including team calls and engagement.
- Collaborate closely with technical teams for future work user requirements, stories, validation and hand off for development and rollout
- Partner w/ FP&A teams with work to forecast flows and process.
- Work with VP CRM regarding:
- future state vision of CRM, key integrations, PSA work in future
- Define key metrics to monitor and measure, and build out to capture
- Create alignment and synergy with business and technical teams throughout organization.
- Ensure workflow vision
- Budget accountability-Analyze, assess and document the Return in ROI
- In partnership with Data governance analyst ,and others on CRM team, ensure clear data management strategy to improve CRM data quality and support desired business outcomes. Key measurements include:
- Accuracy in sales forecasts and reporting
- Data privacy compliance
- Targeting for marketing, customer success and other program growth
- Operational efficiency
- Provide guidance and support to CRM users
- Align strategic goals of the Insight with the function goals and processes
- Think strategically, anticipate future trends and envision the path to get there. Think three or four tasks ahead of a project’s current status
- Manage multiple process/system improvement projects simultaneously.
- Identify the need for and plan change management
- Conduct process analysis using standard data analysis and interview techniques. Need to be able to communicate with all levels of the organization in order to obtain information needed quickly.
- Mentor and train Business Analyst I, Business Analyst II teammates.
- Learn new business processes with little direction.
- Other duties as assigned.
What youll need to join Insight
- BS/BA required with a concentration in a business discipline preferred.
- Must have 5+ years experience in requirements definition, project management, change management and problem solving in a service business environment.
- CRM experience a plus.
- Experience with process improvements across different departments within an organization required.
- Highly articulate and professional in both oral and written communication, as well as presentation, persuasion and negotiation skills to achieve desired result needed.
- Must have broad business experience.
- Ability to read, analyze, and interpret general business/ professional journals, technical procedures, or regulations required.
- Ability to effectively present information and respond to questions from groups of managers, customers, other employees a must.
- Ability to respond effectively to the most sensitive inquiries or complaints.
- Ability to write using original or innovative techniques or style.
- Ability to make effective and/or persuasive presentations on controversial or complex topics to top management and/or boards of directors.
- Must have successful experience with mentoring and training other teams
Physical Demands
The physical demands described here are representative of those that must be met by a teammate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- While performing the duties of this job, the employee is regularly required to sit, talk, hear, and operate a computer, telephone and keyboard.
- Specific vision abilities required by this job include close vision requirements due to computer work.
- Regular, predictable attendance is required; including quarter-driven hours as business demands dictate.
Work Environment
The work environment characteristics described here are representative of those a teammate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Moderate noise (i.e. business office with computers, phone, and printers, light traffic).
- Ability to work in a confined area.
- Ability to sit at a computer terminal for an extended period of time.
*Base salary is determined by level of experience and ranges from $112,000-124,000 with an additional 15% bonus, options for healthcare, PTO, 401k, etc
Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.
The position described above provides a summary of some the job duties required and what it would be like to work at Insight. For a comprehensive list of physical demands and work environment for this position,click here.
Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.
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Job Segment:CRM, Operations Manager, Change Management, Business Analyst, Project Manager, Technology, Operations, Management