Business Systems Specialist_Customer Experience

At Ecore, we transform reclaimed rubber into innovative performance surfaces that protect people and the planet. Our products power everything from playgrounds and gyms to hospitals, courts, and even rockets—helping people in motion be their strongest, healthiest selves. As a high-growth, sustainability-driven company, we’re leading the way in circular innovation by keeping rubber out of landfills and turning waste into wellness, safety, and performance. We’re excited to find individuals who are eager to be part of a team that’s driving global impact through innovation, sustainability, and purpose.


Location: 715 Fountain Avenue, Lancaster, PA 17601


Hybrid- Lancaster

Job Summary:
The Business Systems Specialist supports the day effectiveness, improvement, and adoption of systems and processes used across Customer Experience (CX) and Sales Operations. This role collaborates closely with technology, system users, and cross functional partners to gather requirements, document workflows, support enhancements, and ensure data accuracy. The Specialist recommends process improvements, coordinates system changes, and supports communication and training needs related to technology updates.

This role is ideal for someone who enjoys connecting People, Process, and Technology to make work easier, more efficient, and more consistent across teams.

Duties and Responsibilities:
Systems & Process Support
• Contribute to the CX & Sales Operations systems roadmap by documenting needs, identifying improvement opportunities, and helping evaluate potential solutions.
• Translate business requirements into clear documentation for technology and project teams.
• Support the testing, validation, and rollout of system enhancements and fixes.
Cross Functional Coordination
• Partner with technology and business stakeholders to support medium complexity projects, enhancements, and process changes.
• Facilitate requirements sessions, process mapping activities, and user feedback discussions.
• Coordinate change management activities including communications, readiness, and training support.
Process Improvement
• Identify process gaps and support improvements to workflows, handoffs, and user experience.
• Maintain accurate and up to date documentation of workflows, SOPs, and best practices.
• Analyze upstream/downstream impacts of proposed changes and raise risks or considerations.
Data Governance & Quality
• Lead governance activities to maintain accuracy and consistency of customer data.
• Partner with technology, Sales Ops, and CX teams to troubleshoot data issues and uphold data quality standards.
• Defining rules, validations, and guidelines that improve reporting and system integrity.
Communication, Adoption & User Support
• Prepare communication materials related to releases, enhancements, or process updates.
• Leads adoption planning including user guides, quick reference materials, and leads basic training
• Assist with user questions, troubleshooting steps, and basic system support needs.
Knowledge, Skills and Abilities Required:
• Associate’s degree in Business, Marketing, or a related field; or 5–7 years of equivalent professional experience.
• 3–5+ years of experience in Customer Service, Inside Sales, Sales Operations, Business Systems, or a related function.
• Proven background in business systems, operations, or process improvement, with familiarity in CX and Sales Operations, including sales enablement and training.
• Strong verbal and written communication skills, with the ability to collaborate effectively across diverse teams and stakeholders.
• High level of persuasiveness, personal resilience, and positive interpersonal communication.
• Experience with CRM platforms (Salesforce preferred), workflow tools, and/or automation solutions.
• Ability to manage multiple priorities, clearly document processes, and support testing and validation activities.

Preferred Qualifications
• Experience assisting with business cases or cost benefit analysis.
• Project and/or management training (e.g., PROSCI).
• Awareness of AI enabled productivity or modern automation tools.


Supervisory Responsibilities:
• No


What we offer you:
• Competitive medical, dental, vision, and prescription insurance coverage
• 401k with a company match
• PTO Hours are accrued from Day 1
• Tuition reimbursement
• Opportunities for development and internal promotions
• Two minute walk to eco-friendly public transportation from rabbittransit

Sometimes the best jobs get missed because people think they don’t have what it takes. At Ecore, we know hard work, reliability, and a good attitude matter most