Service Operations Program Lead
Core
Own the operational backbone of the Service & Support organization, managing systems, meeting cadences, and cross-functional programs to ensure smooth operations as the company scales.
Role type
Senior Service Operations Program Lead
Builds
Global Service & Support operating cadence, release readiness processes, demand intake portfolio, and cross-functional liaison programs
Domain
Life sciences / Medical device instrumentation / Service Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Program management, Salesforce administration, Jira ticketing, meeting facilitation, stakeholder management, process documentation, KPI tracking, onboarding/offboarding coordination
Preferred skills
Field service organization support, genomics or lab instrumentation industry experience, service playbook creation, SOP development, team restructuring experience
Technologies
Salesforce, Jira, SharePoint, RingCentral, Teams
Responsibilities
Own Global Service & Support operating cadence and meeting agendas; manage Service & Support release readiness and communications; run monthly process end-to-end; manage demand intake and portfolio via Jira-COPM; partner with Business Systems for requirement translation and UAT; maintain Service Ops collateral and playbooks; lead team onboarding and offboarding; track KPIs and identify automation opportunities; act as cross-functional liaison between Service Ops, Sales, and Commercial leadership.
Seniority
Senior, hands-on IC
