Senior Business Operations Lead | Customer Success & Managed Services | Hybrid

Together we are powering the future of Higher Education

Ellucian is a global market leader in education technology. We power innovation for higher education, partnering with more than 2,900 customers across 50 countries and serving over 20 million students. Ellucian's AI-powered platform, trained on the richest dataset available in higher education, drives efficiency, personalized experiences, and strengthened engagement for all students, faculty and staff. Fueled by decades of experience with a singular focus on the unique needs of learning institutions, the Ellucian platform features best-in-class SaaS capabilities and delivers insights needed now and into the future. These solutions and services span the entire student lifecycle, from student recruitment, enrollment, and retention to workforce analytics, fundraising, and alumni engagement. Ellucian's innovative solutions, vast ecosystem of partners, and user community of more than 45,000 provide best practices leading to greater institutional success and achieving better student outcomes.

Values Rooted in Purpose

We embrace the power to lead, the courage to innovate, and the determination to grow. At our core, we believe in humanizing our approach, recognizing that our people are our greatest strength. With a shared vision of transformation, we endeavor to shape a brighter future for higher education.

About the Opportunity

The Senior Business Operations Lead is a critical role within our customer-facing organization (COO). This position is integral to driving adherence to our Objectives and Key Results (OKRs), monitoring key performance indicators (KPIs), optimizing internal operational process efficiency, and enhancing service quality. As a key player in our Business Performance Management team, you will ensure the seamless operation of our business and contribute significantly to achieving our strategic goals.

Where you will make an impact

Strategic Partnership

• Primary Point of Contact: Serve as the main point of contact between the BPM team and assigned business units, ensuring alignment of goals and fostering strong relationships.
• Strategic Alignment: Ensure that business unit activities align with overall company goals and objectives, providing strategic guidance and support.
• Critical Partnership: Establish and maintain critical partnerships with key stakeholders to identify and capitalize on business opportunities, ensuring responsibilities are clearly defined and met.

Performance Management

• KPI Monitoring: Track and analyze key performance indicators (KPIs) for assigned business units, identifying trends and areas for improvement.
• OKR Management: Establish, manage, and track Objectives and Key Results (OKRs) to ensure alignment with strategic goals and continuous monitoring of progress.
• Performance Reporting: Provide regular performance reports and insights to business unit leaders, highlighting achievements, challenges, and recommendations.

Process Optimization

• Process Improvement: Identify and implement process improvements within business units to enhance operational efficiency and service quality.
• Certina PSA Alignment: Ensure alignment to processes within Certina, our Professional Services Automation (PSA) system, to streamline workflows and optimize resource utilization.
• Best Practices: Share and promote best practices across business units to ensure consistency and excellence in service delivery.

Data-Driven Decision Making

• Data Analysis: Leverage data analytics to provide actionable insights and support informed decision-making within business units.
• Continuous Improvement: Foster a culture of continuous improvement by using data to drive performance enhancements and innovation.

Stakeholder Communication

• Executive Updates: Provide regular updates to executive leadership on the performance and strategic initiatives of assigned business units.
• Transparent Communication: Foster transparent and effective communication between the BPM team and business units to ensure alignment and collaboration.
• Rhythms of the Business: Establish and manage regular business rhythms, such as weekly check-ins, monthly business reviews (MBRs) and quarterly business reviews (QBRs), to ensure ongoing support, alignment, accountability, and timely identification of opportunities and challenges.

Operational Efficiency: Drive improvements in operational efficiency, leading to cost savings and better resource utilization.

Enhanced Service Quality: Ensure that service quality meets or exceeds customer expectations, enhancing satisfaction and retention.

Strategic Alignment: Ensure that business unit activities align with the company's strategic goals, driving business growth and success.

Data-Driven Insights: Provide actionable insights based on data analysis, enabling informed decision-making and proactive management of issues.

Continuous Improvement: Foster a culture of continuous improvement within business units, leading to ongoing enhancements inperformance and innovation.

What you will bring

• 5+ years of experience in a strategic or operational role within a professional services, managed services, or customer success organization.
• Strong understanding of SaaS business models and market dynamics.
• Proven ability to develop and maintain strategic partnerships.
• Excellent communication, presentation, and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Experience working in a fast-paced, dynamic environment.
• Ability to work collaboratively with cross-functional teams and influence without authority.

What makes #Ellucianlife

• Comprehensive health coverage: medical, dental, and vision
• Flexible time off
• Thrive Flex Program that allows you to contribute towards your health, financial or learning interests
• 401k w/ match & Bright Plan - to help you save for the future
• Parental Leave
• Charitable leave - 40 hours/year
• Telemedicine
• Wellness
  
  • Ginger (mental health)
  • Wellbeats (virtual fitness classes)
• Rethink & Wellthy- caregiver support
• Diversity and inclusion programs which provide access to internal employee resource groups
• Tuition Reimbursement Assistance
• Professional development opportunities

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