Business Process & Operations Transformation Lead (213042)

Aquent; San Francisco (CA); On-site; USD 165,000 - 248,000; Full time

Job summary

Aquent is seeking a freelance Business Process & Operations Transformation Lead to bring order to a chaotic intake of requests. You will build a centralized system on Monday.com, set up governance for prioritization, and hand off a smooth, repeatable workflow.

The ideal candidate merges practical AI-informed thinking with tech-to-business bridging, architect dashboards, and train staff to adopt the new process. You’ll partner with cross-functional teams to ensure sustainable, scalable operation.

Qualifications

• Master Monday.com dashboards, boards, automations, and capacity views.
• Bridge business intake in Monday.com with Jira/Confluence for execution teams.
• Possess soft skills to influence stakeholders to use new intake processes.
• Understand agentic workflows conceptually without coding enterprise AI.

Responsibilities

• Intake & Capacity Management: centralize intake in Monday.com and model capacity.
• Governance & Alignment: run recurring reviews for sizing and resource approval.
• Change Management: train staff and draft plans to ensure adoption of the new workflow.
• Agentic & Automation pilots: identify low-code opportunities for automation and human-in-the-loop AI.

Skills

Monday.com mastery

Bridge tech & business

Change agent mindset

Pragmatic AI knowledge

Tools

Monday.com

Jira

Confluence

Job description

This role is a freelance Business Process & Operations Transformation Lead. The Client Experience team currently faces chaos from incoming requests coming from everywhere at once, leading to overloaded staff, missed deadlines, and poor visibility. Your job is to come in, create order, build a centralized system on Monday.com, set up governance for prioritization, and hand off a smooth, repeatable system.

Key Responsibilities Breakdown

• Intake & Capacity Management (60%): Assess current operational bottlenecks, configure a centralized intake and portfolio system in Monday.com, and build capacity models to balance scheduled projects against incoming emergency requests.
• Governance & Alignment (15%): Establish and run a recurring "Big Rocks" review meeting where cross-functional business partners pitch planned/unplanned work early for sizing and resource approval.
• Change Management (15%): Train the team, establish decision rights, draft communication plans, and drive actual adoption of this new way of working so staff don't bypass the system.
• Agentic & Automation pilots (10%): Find quick low-code/no-code opportunities to automate repetitive tasks or incorporate simple "human-in-the-loop" AI workflows to save time.

Green Flags & What Makes an Ideal Candidate

• Heavy Monday.com Mastery: You don't just use Monday.com as an end-user; you know how to architect dashboards, portfolio boards, automations, and resource-capacity views from scratch.
• Bridging Tech & Business: You know how to take business intake in Monday.com and map/integrate it with Jira and Confluence for technical execution teams.
• Change Agent Mindset: You possess strong soft skills and influence to make stakeholders actually use a new intake process rather than emailing executives directly to push pet projects through.
• Pragmatic AI Knowledge: You understand what an "agentic workflow" is conceptually (e.g., automated triage, human approval checkpoints) without needing to code custom enterprise AI software.