Lead PS Enablement & Systems, CoE

Job highlights

• Preferred Qualifications
• You ll work closely with the Services Operations team to enhance delivery tools,optimize systems and processes,streamline data flows,and implement AI-driven solutions that improve operational efficiency and elevate the customer experience
• Experience leading tooling or process transformation initiatives within a CoE or Business Transformation team .

We re looking for a results-oriented and innovation-focused professional to join our Professional Services Center of Excellence (CoE) as Lead PS Enablement & Systems. This role will take ownership for scaling and continuously improving how our Professional Services (PS) teams deliver value to customers.

You ll work closely with the Services Operations team to enhance delivery tools, optimize systems and processes, streamline data flows, and implement AI-driven solutions that improve operational efficiency and elevate the customer experience.

Key Responsibilities

Tool & Process Ownership

• Drive structured problem-solving by breaking down complex challenges, prioritizing opportunities, and ensuring measurable outcomes
• Collaborate with the Services Operations team to manage and improve delivery tools including Rocketlane, JIRA, and Salesforce
• Lead configuration, optimization, and rollout of workflows, templates, and best practices
• Drive consistency and alignment in tool usage across the PS organization

Systems & Process Optimization

• Standardize and scale key PS processes such as onboarding, implementation, go-lives, and change management
• Design and implement low-code/no-code automation to reduce manual work and enhance visibility
• Maintain a centralized repository of solutions, templates, and artifacts to drive reuse and standardization
• Conduct gap analysis to identify deficiencies in existing tools, processes, and data flows, and lead initiatives to close them

AI-Driven Enablement

• Identify, evaluate, and pilot AI-based tools that improve team productivity and service delivery
• Support training, testing, and feedback loops during implementation
• Scale adoption of high-impact AI solutions across the PS organization

Stakeholder Engagement & Enablement

• Serve as a trusted partner to onboarding consultants, delivery leads, project managers, and executive stakeholders
• Provide documentation, training, and ongoing support to enable effective tool usage and process adoption
• Incorporate feedback to refine systems and processes, with success measured via clear KPIs

Analytics & Reporting

• Use dashboards and data tools to track project health, delivery KPIs, and tool adoption
• Generate insights and recommendations to inform operational improvements and support executive decision-making

Qualifications

• Experience: 6 9 years in Professional Services, customer onboarding, business operations, or internal tooling roles in a SaaS environment
• Tool Proficiency: Hands-on experience with Rocketlane, JIRA, Salesforce, and Gainsight, with a proven ability to leverage them for scalable delivery
• Process Optimization: Proven experience in designing, mapping, and scaling services-related processes, conducting gap analyses, and driving change management initiatives
• AI Exposure: Experience or strong exposure to leveraging AI and automation (low-code/no-code tools, AI assistants, etc.) to enhance operational workflows
• Technical Acumen: Familiarity with APIs, system integrations, and automation tools such as Zapier, Workato, or Python
• Cross-Functional Collaboration: Proven ability to work effectively across Operations, Product, IT, and Delivery teams

Preferred Qualifications

• Experience leading tooling or process transformation initiatives within a CoE or Business Transformation team
• Familiarity with AI technologies such as ChatGPT, Salesforce Einstein, or onboarding automation platforms
• Domain knowledge in the wellness, spa, or healthcare technology industry

What You ll Gain

• A pivotal role in redefining how tools, data, and AI are used to enhance service delivery
• High visibility and impact across cross-functional teams in a fast-growing global SaaS company
• An opportunity to shape scalable systems and best practices that directly impact customer outcomes and the efficiency of global PS operations