Senior Manager, Strategic Operations

WorkWave

2d • $150,000 - $165,000 • Remote

About The Position

The Sr. Manager, Strategic Operations serves as the critical bridge between executive vision and operational reality. This role is responsible for diagnosing complex execution issues across Go-to-Market (GTM), Finance, and Customer Success departments to design a scalable, AI-centric operating model. As a highly influential individual contributor, you will navigate the behavioral challenges of organizational change and produce clear business requirements for technical teams to implement, ensuring the organization solves the right problems with measurable impact.

Requirements

• SaaS Operations Expertise: Deep understanding of the SaaS "Lead-to-Cash" lifecycle and the interdependencies between Sales, Finance, and Customer Success.
• Strategic Consulting Background: Proven experience in a strategic consulting role or an in-house "Center of Excellence" environment.
• Influential Leadership: Demonstrated ability to push back on senior stakeholders and drive alignment across conflicting departmental priorities.
• Business Systems Literacy: Functional understanding of CRM (Salesforce) and ERP (NetSuite) concepts, with the ability to discuss technical trade-offs without owning the code.
• Experience: Minimum of 8+ years in business operations, strategic planning, or digital transformation.
• AI/Automation Track Record: Experience implementing or championing AI use cases with a pragmatic focus on value and risk measurement.
• Education: MBA or equivalent professional experience in Business Administration or Technology Management.

Nice To Haves

• Certifications: PMP, Lean Six Sigma, or Salesforce/NetSuite functional certifications are a plus.

Responsibilities

• Strategic Transformation & AI Adoption: Identify and champion high-impact automation and AI opportunities (e.g., routing optimization, self-service support) and design end-to-end operational models that scale across core systems.
• Cross-Functional Diagnostics: Conduct "deep dives" into departmental friction points to uncover root causes—distinguishing between process gaps, data integrity issues, and behavioral hurdles.
• Business Requirements & Scoping: Translate vague executive requests into disciplined business requirement documents (BRDs), including success metrics, testable acceptance criteria, and clear "in-scope/out-of-scope" definitions.
• Change Management & Adoption: Design and execute strategies to ensure high user adoption of new tools and processes, focusing on the human element of digital transformation.
• Intake Governance: Act as the primary filter for the Systems/IT intake queue, prioritizing high-value initiatives and providing data-driven alternatives for low-impact requests.
• Operational Liaison: Serve as the primary business-facing lead, collaborating with Business Systems, IT, and Data Engineering to ensure technical builds align with business intent.

Benefits

• Employees can expect a robust benefits package, including health and dental and 401k with company match
• Find your perfect work/life balance with our Flexible Time Off policy or generous PTO plan (role dependent) and paid holidays
• Up to 4 weeks paid bonding leave
• Tuition reimbursement
• Robust Employee Assistance Program through TotalCare offering free counseling 24/7/365, plus financial counseling, legal guidance, adoption assistance services and much more!
• 24/7 access to virtual medical care with Teladoc
• Quarterly awards based on peer nominations
• Regional discounts and perks
• Opportunities to participate in charitable events and give back to the community

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 251-500 employees