Business Excellence Operations Lead

PowerToFly; Houston (TX); On-site; USD 60,000 - 85,000; Full time

Job summary

PowerToFly is seeking a Business Excellence Specialist to own the front door of our NORAM operations. You triage requests in Jira, route to the right operator, and ensure SLAs are met, backing leadership as capacity shifts.

The role spans revenue operations, customer insight, enablement, and reporting. You own runbooks, capture processes for Confluence, and provide backlog cleanup, escalation decisions, and cross-team coordination to keep the business rhythm flowing.

Responsibilities

• The front door: Run the Business Excellence service desk in Jira, triage and route requests, monitor SLAs, clear backlog when needed, report on desk performance to leadership.
• Account and territory operations: Update CRM, manage data requests and ad-hoc pulls, coordinate with the lane owner when out.
• The rhythm of the business: Manage operating rhythm, inputs, stalls, and cross-workstream issues; ensure calendars and quotas align.
• Runbooks: Document processes to Confluence; craft AI-assisted drafts; ensure clarity for vacations.
• Backup across the team: Provide first-line coverage across operational lanes; prevent single points of failure.

Job description

PowerToFly is seeking a Business Excellence Specialist to own the front door of our NORAM operations. You triage requests in Jira, route to the right operator, and ensure SLAs are met, backing leadership as capacity shifts.

The role spans revenue operations, customer insight, enablement, and reporting. You own runbooks, capture processes for Confluence, and provide backlog cleanup, escalation decisions, and cross-team coordination to keep the business rhythm flowing.