Business Operations Lead

Nissan•Franklin, TN

2d•Hybrid

About The Position

Shape the Future of Mobility at Nissan: Launch Your Career, Drive Innovation Come Drive Innovation with Us. We are currently looking for a Technical Business Operations Lead (BOL) to join our team in Franklin, TN. The Technical Business Operations Lead (BOL) owns operational governance for a product team, multiple products, or a broader product portfolio. This role is responsible for driving operational excellence, automation, vendor alignment, and resilience strategies across the organization. As a key advisor, the BOL partners closely with product, business, and technology teams to shape operational strategy and ensure seamless execution. This individual plays a critical leadership role during incident management, acting as the bridge between business and operations, while maintaining ownership of operational communications and business continuity. This is a highly strategic and hands-on role that influences sourcing strategy, vendor performance, and run-the-business (RTB) budgeting—ensuring alignment with organizational priorities and long-term scalability.

Requirements

5+ years of experience in IT operations or service management, preferably in a product-centric environment.
2–5+ years of experience in a strategic leadership role influencing operations, product, or cross-functional teams.
Bachelor’s degree in a related field required.
Strong expertise in ITIL frameworks, ITSM lifecycle, and service management processes (incident, problem, change, availability, knowledge management, etc.).
Experience with ITSM tools (e.g., ServiceNow), automation platforms (e.g., Ansible, PagerDuty), and reporting tools (e.g., Power BI).
Solid understanding of cloud architecture, infrastructure operations, and modern IT practices
Proven experience in vendor management, contract negotiation, and sourcing strategy within a shared services environment.
Ability to lead complex incident management processes and communicate effectively with executive leadership.
Strong business acumen with the ability to translate technical issues into business impact
Experience building collaborative, high-performing teams and influencing cross-functional stakeholders.
Excellent verbal and written communication, presentation, and negotiation skills.
Innovative mindset with the ability to identify and implement operational improvements.

Nice To Haves

Advanced degree preferred.
ITIL Intermediate/Expert (or equivalent) certification preferred.
Advanced Agile certifications (A-CSM, SAFe) preferred.
Prosci Change Management certification is a plus.

Responsibilities

Own and govern operational standards across product delivery teams, ensuring alignment with ITSM best practices.
Lead incident response efforts (major and minor), including identification, investigation, resolution, root cause analysis (RCA), and executive-level communications.
Act as the primary liaison between business and operations during Service Restoration (SRT) incidents, partnering closely with Incident Commanders.
Assess business impact of outages and incidents, determining severity and communicating criticality to stakeholders.
Facilitate post-incident reviews and drive continuous improvement through root cause analysis and prevention strategies.
Develop and distribute incident reports, including executive summaries, action plans, and follow-ups.
Drive automation and self-healing initiatives to improve operational efficiency and reduce manual intervention.
Monitor and manage operational services to ensure high availability and strong customer experience.
Identify operational gaps and partner with delivery teams to implement both interim solutions and long-term fixes.
Mentor team members and establish best practices for operational integration within product delivery.
Partner with Business Relationship Managers, Architects, and Product Teams to proactively identify and resolve operational inefficiencies.
Develop operational risk assessments for new product launches and ensure disaster recovery plans meet expectations.
Contribute to RTB budget planning and vendor strategy, recommending improvements based on incident trends and performance insights.
Lead vendor discussions, contract alignment, and sourcing strategy to ensure partners meet organizational goals.
Support RFP/RFI development and evaluate vendors to identify optimal solutions and partnerships.
Collaborate with architecture teams to define current and future-state domain architecture
Align sourcing strategies and operational plans with financial goals, optimizing vendor spend and service delivery.
Work cross-functionally with leadership, program managers, and vendor partners to drive accountability and continuous improvement.