Senior Manager, Business Operations II

Overview

This role leads a cross-functional team supporting the Supply Chain and Field Services organizations through strategic business intelligence, operational oversight, and data-driven decision-making. The Senior Manager serves as the product owner for Cadence (Field Services mobile app), oversees SAP workflow integration, and ensures reporting accuracy and compliance across multiple business units. The position drives continuous improvement through analytics, stakeholder engagement, and team leadership.

Key Responsibilities: 

• Lead the Business Intelligence strategy for Global Field Services and Contact Centers and includes KPI development, dashboarding, and data governance.
• Serve as product owner for Global Field Service CRM tool, managing system enhancements, testing, and ERP integration.
• Oversee SAP workflow optimization, including annual migration testing, Spit Tester planning, and Transport Authority approvals.
• Manage a team of analysts and trainers responsible for audit reporting, SAP training, IN/CN/VPN management, fleet data accuracy, inventory warehouse/storage locations and cross-functional support (key departments- Accounting, Compliance, Finance, ERP, Product, Sales, and Supply Chain)
• Liaise with Risk Management, Procurement, and Fleet Providers to ensure compliance and accuracy of vehicle and driver data.
• Partner with internal stakeholders to align BI initiatives with business goals and deliver strategic insights.
• Support ad hoc reporting needs for leadership across Field Services, Contact Centers, WAP support, Sales, Product, Accounting, Finance, and ERP, ensuring timely and accurate output. 

Business Expertise

Requires deep understanding of Global Field Services and Contact Centers operations, SAP workflows, fleet management, inventory workflow management, and mobile application integration. Must understand how data impacts cross-functional business units and be able to translate analytics into actionable strategies. Familiarity with industry trends, regulatory requirements, and vendor relationships is essential.

Problem Solving:
Handles complex, multi-system challenges involving SAP, Field Service/Contact Center systems (Simplify, etc.) and fleet data. Requires innovative thinking to streamline workflows, resolve data inconsistencies, and improve operational efficiency. Must navigate cross-departmental dependencies and regulatory constraints. 

Nature & Area of Impact:
Directly impacts Global Field Services and Contact Center performance through data accuracy, reporting, and compliance. Influences strategic decisions, operational planning, and customer satisfaction. Supports enterprise-wide initiatives through cross-functional collaboration.

Interactions / Interpersonal Skills:
Frequent interaction with Directors, VPs, ERP teams, Risk Management, Procurement, and external vendors. Requires strong communication, negotiation, and stakeholder management skills. Must be able to lead training sessions, present insights, and manage team performance effectively. 

Requirements

Minimum Education:
Bachelor’s degree in Business, Data Analytics, Information Systems, or related field

Preferred Education:
Master’s degree in Business Intelligence, Operations, or related discipline

Minimum Experience:
8+ years in business operations, analytics, or BI with leadership experience in Global Field Services, Contact Centers or Supply Chain

Preferred Experience:
Experience in gaming, manufacturing, or logistics industries; SAP and mobile app integration

Required Licenses/Certifications:
Tableau certification (or in progress); Power BI proficiency; Lean Six Sigma preferred 

Keys to Success

• Building collaborative relationships
• Decision making
• Drive results
• Foster innovation
• Personal energy
• Self-leadership


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