Sr. Business Operations Manager

Senior Business Operations Manager

The Elevator Pitch

Are you a customer focused operations expert that can thrive in a fast paced, high growth environment? Do you have a passion for building world class Service & Support organizations? 

Evolv is looking for a proven business operations leader to optimize and scale our fast growing Service & Support organization running in a Salesforce / Service Cloud environment. As the Sr. Business Operations Manager you will assist our rapidly growing Service & Support organization to improve productivity, streamline operational processes, and deliver initiatives to improve the overall Service business. Success will require being a customer advocate while collaborating with go-to-market and engineering teams as well as Channel Partner organizations, to deliver a world class customer experience. 

Success in the Role: What are performance outcomes over the first 6-12 months you will work toward completing?

In the first 30 days, you will:

·         Participate in EvolvED, our new hire orientation program

·         Assess the current state of Service & Support programs and initiatives

·         Gain a comprehensive understanding of Evolv’s products, services, and the unique value proposition of our Service & Support organization. This includes familiarization with our technical infrastructure, primarily focusing on Salesforce / Service Cloud, and the specific challenges of servicing physical hardware and break/fix systems.

·         Start forming strong connections across the company, especially with the go-to-market, engineering teams, and Channel Partner organizations, to foster collaboration and support.

·         Conduct a thorough assessment of the current state of Service & Support programs and initiatives, identifying immediate areas for process improvements and customer experience enhancement.

Within 3 months, you will:

·         Develop a robust understanding of key operational processes including service delivery, support delivery workflows, and how these are managed within Salesforce / Service Cloud. This should also cover understanding key performance indicators (KPIs) like customer satisfaction, issue resolution metrics, and partner effectiveness.

·         Begin driving the strategy and planning for the Service & Support organization, focusing on optimizing current processes and planning for scalable growth. This includes starting work on capacity planning, enhancing KPI reporting mechanisms (such as Quarterly Business Reviews), evaluating service workflow for efficiencies, and implementing measures to boost customer satisfaction.

·         Cultivate your operational excellence, focusing on skill development, alignment with strategic goals, and enhancing interdepartmental collaboration.

·         Establish a baseline for service delivery and support processes to measure future improvements against, ensuring alignment with company objectives and customer expectations (Customer Satisfaction, Issue Resolution Metrics, Service & Support Capacity, RMA & Field Quality, and Partner Effectiveness)

By the end of the first year, you will:

·         Strengthen and refine operational processes for both Evolv and our channel partners, ensuring they are scalable, efficient, and customer-focused. This involves rolling out new governance, operational metrics, and processes to enhance service delivery and support.

·         Solidify and expand relationships across the organization and with channel partners, becoming a key driver of collaborative success and innovation in service delivery.

·         Implement significant improvements, develop new governance, operational metrics, and processes in Service & Support workflows, leveraging insights gained over the year to remove bottlenecks, enhance customer satisfaction, and streamline operations.

·         Achieve the strategic milestones set for the Service & Support organization, demonstrating tangible improvements in operational efficiency, customer satisfaction, and team performance. This includes successfully deploying new processes and technologies aimed at improving service delivery and support, as well as achieving or exceeding all identified KPI targets.

The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?

• Customer Focus & Advocacy
• Prioritize customer satisfaction and advocate for customer needs, ensuring a world-class customer experience.
• Identify and address customer pain points through process improvements and effective service delivery.
• Operational Excellence & Process Optimization
• Analyze and optimize operational processe