Business Excellence Specialist

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

Business Excellence is the team that keeps about 140 NORAM sellers selling: revenue operations, customer insight, seller enablement, and the reporting behind all of it. We're hiring a Business Excellence Specialist to be the team's operator. You run the front door, you make sure the work that comes through it lands with the right person and gets done, you keep the team's rhythm moving, and you turn ad-hoc chaos into documented, repeatable operations that anyone on the team can pick up.

This is an owner's seat. Everything enters through the queue, and once it's there it's yours until it's closed or confirmed handed off. Work that reaches you any other way goes into the queue before you touch it, and leadership will back you when you redirect people to it. You get the outcome and the guardrails, not step-by-step instructions.

The work spans the whole team, not one lane of it: revenue operations, customer insight, enablement, reporting. That's the point of the seat. When something operational lands anywhere in Business Excellence, it doesn't get shuffled or redirected. It's already yours.

Role & Responsibilities

The Business Excellence Specialist is responsible for the following:

• The front door.Run the Business Excellence service desk in Jira: every reactive request that reaches the team, from account moves and data pulls to enablement and reporting asks (the team's board runs 75 to 90 tickets a week today). Triage, route each request to the right operator or handle it yourself, and watch the SLAs. See the hotspots and capacity overloads before anyone else does, you step in to clear backlog when a lane is underwater, and report out to leadership on how the desk is running: volume, SLAs, hotspots, capacity, and what's driving the backlog. As the runbooks, SOPs, and AI help mature, the ticket work itself gets shared across the team; the desk stays yours. You're the reason nothing gets lost.

• Account and territory operations.Account moves, ownership changes, customer group assignments, CRM updates, inbound lead routing, and ad-hoc data requests (a contact list from ZoomInfo, an account pull for a seller), alongside the specialist who owns the lane and covering it fully when they're out.

• The rhythm of the business.Leadership defines the operating rhythm and the workback schedule; you run it. It's on the calendar, the inputs arrive on time, stalls get unstuck, and cross-workstream issues get flagged and driven to closure. Forecast submission logistics, quota file distribution, quarter-boundary processing, and the team's weekly and quarterly cadence all run on rails because you built the rails.

• Runbooks.Sit with the person who owns each process and capture it once, in a form a person or an AI assistant can run. An AI assistant writes the first draft from what the SME walks you through, the SME checks it, you publish it to Confluence and keep it true as the process changes. The test: someone competent could run the process from the doc while both of you are on vacation.

• Backup across the team.You're first-line cover for the operational lanes across the team, so nothing depends on exactly one person.

• Decisions and escalation.You decide how the queue is worked: priority, assignment, and closure, without asking. The queue decides, not the requester: leadership sets the triage rules, assignment follows each lead's capacity rules, and you work every request by those rules regardless of who filed it. You execute account and territory changes that have an approved request behind them. Anything that changes a seller's quota or territory, or could change what they're paid, gets a second signature first. Policy questions go up with your recommendation attached. Bring the recommendation, not the question.