Governance & Process Excellence Lead

UNIT4 NV; Lisboa; Hybrid; EUR 52,000 - 78,000; Full time

Job summary

UNIT4 NV seeks a Business Operations Manager to drive alignment between day-to-day Customer Success operations and strategic objectives in Lisbon. You will own governance processes, lead compliance checks, and define KPIs to monitor performance across teams.

You will guide Customer Success and Services with training, maintain process documentation, and push continuous improvement within a SaaS environment. This role emphasizes collaboration and structured governance.

Qualifications

• Experience aligning CS operations with strategic business goals.
• Strong governance and risk management capabilities.
• Experience in SaaS or enterprise software environments.

Responsibilities

• Own governance processes and SOP execution.
• Lead governance review cadences and compliance checks.
• Define and track KPIs for process performance.
• Investigate and resolve operational risks and gaps.
• Provide guidance and training to Customer Success and Services teams.
• Maintain and update process documentation and templates.
• Collaborate cross-functionally to improve execution.
• Drive continuous improvement and governance strategy.

Skills

Governance management

SOP development

KPI tracking

Cross-functional collaboration

Process improvement

Training & coaching

Job description

UNIT4 NV seeks a Business Operations Manager to drive alignment between day-to-day Customer Success operations and strategic objectives in Lisbon. You will own governance processes, lead compliance checks, and define KPIs to monitor performance across teams.

You will guide Customer Success and Services with training, maintain process documentation, and push continuous improvement within a SaaS environment. This role emphasizes collaboration and structured governance.