Senior Business Operations
About The Position
impact.com is seeking a strategic, process-oriented leader to assess and optimize how the company uses data and information across its proprietary system and broader technology ecosystem, including Salesforce, Freshdesk, and Jira. The role partners with business stakeholders to translate organizational goals and requirements into scalable action plans and effective data workflows. It focuses on gathering and interpreting data, understanding business impact, and designing optimal processes—not on building or maintaining technical configurations. The role develops data strategies, operational roadmaps, and project plans aligned with enterprise objectives; assesses existing processes, systems, and data sources to identify gaps and inefficiencies; designs end-to-end processes, policies, and standard operating procedures; and synthesizes data and performance metrics into insights that support operational improvements and executive decisions. It also establishes data governance, ownership, stewardship, and accountability across Customer Success; coordinates information-flow strategy across business and technical teams; and supports adoption through communication, training, and change management. The role partners with IT, Legal, and Compliance on data risk, access controls, and compliance policies. This position is not responsible for hands-on Salesforce administration, data engineering, or technical system configuration. The stated salary range is $100,000–$110,000 per year, plus a 5% variable annual bonus contingent on company performance and eligibility for a restricted stock unit grant.
Requirements
- Proven ability to interpret data trends and design structured, end-to-end business processes beyond technical execution.
- Track record of translating complex business requirements into clear, prioritized action plans and measurable outcomes.
- Demonstrated ability to analyze operational data, evaluate business impact, and use insights to optimize business operations.
- Exceptional communication and facilitation skills, with the ability to build consensus across business units and align business and technical teams.
- Strong organizational leadership experience managing process rollouts and governance initiatives from design through execution and adoption.
- Strong understanding of enterprise business models, relational data structures, and CRM environments.
- Ability to guide functional requirements in partnership with technical teams without being responsible for hands-on technical configuration.
Nice To Haves
- 5+ years of experience in strategic process design, business operations, process improvement, business strategy, data governance, business architecture, or revenue/sales operations, focused on strategy, policy, and business processes.
- Experience partnering with technical teams such as Salesforce, CRM, or enterprise data teams to guide functional requirements.
- Experience navigating complex, multi-system environments and connecting disparate information sources.
Responsibilities
- Partner with executive and departmental leaders to translate business requirements and strategic goals into data strategies, operational roadmaps, and project plans.
- Evaluate operational pain points and business goals to determine how data structures and governance affect growth, efficiency, and revenue outcomes.
- Align cross-functional data strategies with enterprise objectives and ensure business processes and controls can scale.
- Assess existing data processes, systems, and sources; identify missing information, inefficiencies, and decision-making blind spots.
- Analyze workflows to identify bottlenecks and design end-to-end data processes, policies, and standard operating procedures.
- Interpret data sets and performance metrics to generate business insights, measure operational efficiency, and inform executive decisions.
- Conduct root-cause analysis of data and workflow inefficiencies and develop structural and procedural solutions.
- Define and maintain the data governance framework, including policies, ownership, stewardship, and accountability across Customer Success.
- Coordinate with teams managing the proprietary system, Salesforce, Freshdesk, Jira, and other data sources to guide information flow across the organization.
- Drive adoption of processes and data standards through communication, stakeholder training, and structured change management.
- Partner with IT, Legal, and Compliance on data risks, access controls, and compliance requirements through policy design and process oversight.
- Manage process rollouts and governance initiatives from conceptual design through execution and adoption.
Benefits
- Medical, dental, and vision insurance.
- Office-only catered lunch every Thursday, a healthy snack bar, and coffee.
- Flexible spending accounts and 401(k).
- Responsible PTO policy and a flexible working environment.
- Up to 12 fully covered therapy or coaching sessions per year, with additional dependent coverage.
- Monthly gym reimbursement.
- Restricted Stock Units (RSUs), subject to Board approval, with a three-year vesting schedule.
- Free Coursera subscription and PXA courses.
- Paid parental leave: 26 weeks for the primary caregiver and 13 weeks for the secondary caregiver.
- Technology stipend for setting up a home office and a monthly internet allowance.
- 5% variable annual bonus contingent on company performance.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
