Senior Systems & Process Manager Description

Overview

We are seeking an experienced Senior Systems & Process Manager to join the Global Warranty Team. The successful candidate will be responsible for overseeing “business as usual” day-to-day operations of major account programs, ensuring the smooth delivery of services to drive scalability, growth and profitability.

The foundation of this role will be to oversee the intake of client data, reconciliation of client and internal data as well as delivering to stakeholders. This role is critical to driving the implementation, monitoring and continuous improvement of new programs and processes that will support the scalability of the Global Warranty Services business. Reporting directly to the Sr. Product Strategy & Operations Leader this individual will also collaborate closely with Account Management and internal cross-functional teams.

The role is directly responsible for the end-to-end implementation of technical and operational projects for internal and external stakeholders. Lead and collaborate with cross-functional teams on new integrations and the expansion of existing programs. Provide clear and timely updates to and collaborate closely with Sr Director of Global Accounts to ensure Customer requirements are met. 

Description

Deliver Standard Operating Procedure & Controls documentation connected to operating model/process improvement initiatives.Serve as liaison between Business and IT, translating business needs into functional business requirements. Collaborate with clients to define business requirements for a project.Oversight of monthly reconciliation process for Premium Booking/Collections.Ownership of assigned systems and process, ensuring overall performance.Identify root causes and solutions; work with Operations leadership, SMEs and support staff to deliver short- and longer-term improvements.Work with Operations counterparts & business leadership to ensure requirements are accurately captured and prioritized for delivery on assigned projects.Work with IT and business partners to develop acceptance criteria & create a plan to facilitate user acceptance testing to ensure that the solution meets the business needs.Prepare project documentation such as meeting minutes, business process documents and other process workflow diagrams as required.Handle and escalate backend data issues.

Requirements

Experience with technical tools leveraged in operations, IT and project management, specifically: SQL, Excel, Jira & database experience.Bachelor's degree in business administration, computer sciences, or a related field.8+ years of experience in operations, bonus with experience in the Warranty space.Excellent time management, communication and organizational skills.Experience leading requirements gathering, analysis and documentation.Experience driving strategic functional discussion with business stake holders and producing actionable plan for driving delivery.Experience managing business specifications and an understanding of technical areas gained from completing assignments or overseeing others' work.Proven ability to lead cross-functional teams and manage multiple projects simultaneously.Strong analytical and problem-solving skills, with the ability to develop and execute effective operational plans.Proven ability to work effectively with internal and external stakeholders at all levels of a large-scale organization.Travel Requirements: up to 30% travel.

If you are a strategic thinker with a passion for delivering operational excellence driving growth and profitability, we encourage you to apply for this exciting opportunity.

 

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Functional Area:

SM - Sales & Marketing

Service Net Warranty, LLC