Senior Proactive Support Operations Specialist
Job Requisition ID #
26WD100687 Position Overview
We are looking for an Operations Specialist to join the Proactive Support organization and help us turn strategic priorities into effective, scalable execution.
This role will work closely with the Proactive Support Operations Manager, leadership team, program owners, and cross-functional partners to coordinate key initiatives, improve how we operate, and create greater visibility and consistency across the organization.
The ideal candidate is highly organized, comfortable working across multiple initiatives and stakeholders, and enjoys bringing structure to complex or ambiguous problems. This is a hands-on role for someone who can move between program management, operational execution, process improvement, reporting, and stakeholder coordination.
Responsibilities
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Lead and coordinate cross-functional programs and operational initiatives from planning through execution, ensuring clear ownership, milestones, dependencies, and outcomes
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Support the organization's strategic planning and operating rhythm, including business reviews, program reviews, planning cycles, initiative tracking, and follow-up actions
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Partner with program owners and stakeholders to translate organizational priorities into actionable plans and drive progress against agreed outcomes
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Create visibility across programs and initiatives through effective tracking, reporting, documentation, and stakeholder communication
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Identify operational gaps, bottlenecks, and opportunities for improvement, and help design and implement practical, scalable solutions
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Develop and maintain processes, governance mechanisms, templates, and operational resources that improve consistency and efficiency across the organization
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Coordinate stakeholders across teams, geographies, and functions, proactively identifying dependencies, risks, and areas requiring alignment or escalation
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Support the definition and tracking of KPIs, success measures, and program outcomes, using data and qualitative insights to identify trends and areas for improvement
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Prepare materials and insights for leadership discussions and business reviews, helping ensure decisions and actions are clearly captured and followed through
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Support change management and adoption of new processes, tools, and ways of working across the organization
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Manage multiple priorities simultaneously, adapting quickly as business needs and organizational priorities evolve
Minimum Qualifications
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Experience in Operations, Program Management, Project Management, Business Operations, Customer Success Operations, or a related field
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Strong program and project management skills, with demonstrated experience coordinating multiple initiatives and stakeholders
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Excellent organizational skills and ability to bring structure and clarity to ambiguous or complex work
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Strong communication and stakeholder management skills, with the ability to work effectively across different teams and levels of an organization
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Experience improving processes and implementing new ways of working
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Ability to identify risks, dependencies, and blockers and proactively drive them toward resolution
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Strong analytical mindset and experience using data and insights to support decision-making and measure outcomes
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Comfortable working independently, taking ownership, and operating in a fast-moving, evolving environment
Preferred Qualifications
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Experience working within a global technology, SaaS, Customer Success, or customer-facing organization
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Experience supporting organizational planning, business reviews, governance, or portfolio/program management
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Experience working within a complex, matrixed organization and influencing stakeholders without direct authority
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Familiarity with project/program management and collaboration tools such as Smartsheet, Microsoft 365, or similar platforms
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Experience supporting change management or organizatio