Global Service Operations Lead

Element Biosciences; San Diego, Northern (CA, KY); Hybrid; USD 97,000 - 118,000; Full time

Benefits offered by this job

Stock options

Discretionary bonus

No cost health insurance

401k with company match

Flexible paid time off

Job summary

Element Biosciences, based in San Diego, CA, is seeking a proactive Service Operations Program Lead to own the operational backbone of our Service & Support organization. This on-site role partners with Technical Support, Field Application Scientists, and Field Service Engineers to keep our install base thriving and aligned with product portfolio.

The role drives cadence, release readiness, and cross-functional programs, coordinating with Salesforce, Jira, and business systems.

Qualifications

• Bachelor's degree or equivalent practical experience.
• Hands-on Salesforce experience (cases, work orders, service resources).
• Experience with Jira or similar ticketing/project systems.
• Strong meeting and program management skills across multiple recurring cadences.
• Excellent written and verbal communicator, comfortable with executive-ready materials.
• Preferred: experience supporting a field service org in genomics or lab instrumentation.
• Preferred: experience with service playbooks, onboarding SOPs, or team mergers/restructuring.

Responsibilities

• Own the Global Service & Support operating cadence, including Sprint Release Updates, Manager Service Ops Syncs, Office Hours, and Global Service & Support (GSS) Monthly meetings.
• Own Service & Support release readiness and communications for system and process changes, including SFDC release communications, stakeholder readiness, UAT coordination, and post-release follow-up.
• Run the GSS Monthly process end-to-end, from Teams thread and shared deck to recording and recap summary.
• Own Service Operations demand intake and portfolio management through Jira-COPM, including triage, business requirements, prioritization recommendations, assignment, dependencies, sprint readiness, escalation, and status reporting.
• Partner with Business Systems to translate Service & Support requirements into prioritized system enhancements; coordinate UAT, business validation, release readiness, and adoption.
• Maintain Service Ops collateral on SharePoint and keep the Service Playbook current as processes evolve.
• Lead onboarding and offboarding for Service & Support: team records, RingCentral, Service Resource setup, and SFDC permission checks.
• Act as a cross-functional liaison between Service Operations, Sales, and Commercial leadership, representing the voice of the field.
• Partner with the Manager, Global Customer & Service Operations to maintain the GSS operational roadmap, translating organizational priorities into defined programs, milestones, owners, dependencies, and measurable outcomes.
• Track Service & Support KPIs and identify opportunities to automate and improve data quality.
• Participate in product extension and new product introduction teams to scope and implement changes to business systems to support product launches.

Skills

Salesforce experience

Jira

Program management

Cross-functional collaboration

Communications

Education

Bachelor's degree or equivalent practical experience

Tools

Salesforce

Jira

Job description

Element Biosciences, based in San Diego, CA, is seeking a proactive Service Operations Program Lead to own the operational backbone of our Service & Support organization. This on-site role partners with Technical Support, Field Application Scientists, and Field Service Engineers to keep our install base thriving and aligned with product portfolio.

The role drives cadence, release readiness, and cross-functional programs, coordinating with Salesforce, Jira, and business systems.