Duties & Responsibilities

Quality Oversight & Issue Management

• Own the centralized view of operational quality issues across the quote-to-cash process, ensuring issues are tracked, routed to the right owners, and driven to resolution with clear accountability and timelines.

• Lead rapid triage and cross-functional coordination on the most critical and time-sensitive issues, serving as the primary escalation point for operational quality failures that span multiple teams.

• Identify systemic patterns across the issue queue, distinguishing one-time exceptions from structural process gaps, and facilitating root cause analysis with relevant data-producing teams.

• Track corrective actions from identification through closure, maintaining accountability across teams and escalating to senior leadership when resolution is at risk.

Process Standards & Continuous Improvement

• Partner with cross-functional teams to define, document, and maintain standard operating procedures for key workflows in the quote-to-cash process, ensuring process context is captured, accessible, and continuously improved.

• Identify automation and process improvement opportunities that reduce manual effort, strengthen upstream data quality, and reduce recurring issue volume over time.

• Build and maintain a centralized knowledge base that captures institutional process knowledge and serves as a shared reference for the broader organization.

• Champion adoption of new ways of working across the organization, inspiring commitment and driving alignment behind quality and continuous improvement objectives.

Reporting & Executive Communication

• Maintain a regular cadence of reporting to senior leadership on open issues, trends, SLA performance, and corrective action progress — synthesizing complex operational data into clear, executive-ready insights.

• Develop and own the operational quality scorecard, establishing baselines and tracking measurable improvement over time.

• Serve as a trusted advisor and cross-functional partner to Operations, Client Applications, Enterprise Technology, and Foundry leadership on issues that affect data quality and client outcomes.

• Provide governance and oversight for operational quality initiatives, ensuring milestones and deliverables generate measurable business impact.

Function Building

• Establish the Operations Excellence function, including its operating model, governance cadence, escalation paths, and engagement model with cross-functional partners.

• Help build organizational quality capabilities by embedding best practices and fostering a culture of operational excellence across the teams that produce and consume our operational data.

First 90 Days

The near-term priority for this role is establishing the foundation of the Operations Excellence function and demonstrating early impact. Expected deliverables within the first 90 days include:

• Conduct a structured assessment of current-state operational quality gaps across the quote-to-cash process, producing a prioritized issue registry with root cause analysis and recommended corrective actions.

• Establish a repeatable operating rhythm: cross-functional accountability meetings, issue tracking cadence, and executive reporting format.

• Define the escalation framework — including clear criteria for when issues are escalated, to whom, and what decisions are required at each level.

• Publish a baseline operational quality scorecard covering SLA performance, issue volume and aging, and top systemic themes.

• Define business requirements for central ticketing solution. Update operational workflows to reflect implemented solution and desired escalation paths.

Education & Experience

• Bachelor’s degree in Business Administration, Operations Management, or related field.

• 10+ years of experience in operations, process improvement, quality management, or a related cross-functional leadership role within a complex organization.

• Demonstrated track record of driving accountability and measurable improvement across organizational boundaries through influence, data, and executive partnership.

• Experience building or leading a quality management function in a scaling technology or services organization is strongly preferred.

• Experience with B2B client platforms, order management ecosystems, or IT distribution/services operations is a plus.

• Certification in project management, change management, Lean, or Six Sigma is a plus.

Knowledge, Skills & Abilities

• Natural systems thinker with the ability to identify patterns behind recurring problems and translate them into clear, actionable improvement plans.

• Strong facilitation and follow-through — comfortable leading structured problem-solving conversations with senior and executive stakeholders across functions.

• Proven ability to build governance structures and drive adoption of documented processes and standards in environments where authority is shared.

• Solid project management capabilities to prioritize, coordinate, and advance multiple improvement efforts simultaneously.

• Clear, direct communicator who can translate operational complexity into concise executive updates, dashboards, and reports.

• Collaborative mindset with an ability to build trust and drive alignment across teams with competing priorities.

• Deep curiosity about how end-to-end operational ecosystems connect — from CRM and client platforms to order management, logistics, and financial systems.

• Enthusiastic advocate for continuous improvement, with an unwavering commitment to operational excellence and data integrity.

• Familiarity with Salesforce, Jira, ServiceNow, or similar operational tooling preferred.