Global Service Operations Programs Lead

Element Biosciences Inc; San Diego (CA); On-site; USD 97,000 - 118,000; Full time

Benefits offered by this job

Stock options

Discretionary annual bonus

No cost health insurance plans

401k with company match

Flexible paid time off

Job summary

Element Biosciences is seeking an organized Service Operations Program Lead for its San Diego, CA headquarters to own the operational backbone of the Service & Support organization.

The role manages systems, cadences, and cross-functional programs supporting Technical Support, Field Service Engineers, and Customer Support Specialists as the install base and product portfolio expand. Strong project management and Salesforce/Jira experience are essential.

Qualifications

• Bachelor's degree or equivalent practical experience with 3-5+ years in service operations or program management.
• 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 organization in genomics or lab instrumentation.

Responsibilities

• Own the Global Service & Support operating cadence and drive agenda development.
• Manage release readiness and communications for system and process changes.
• Run the GSS Monthly process end-to-end, including recap.
• Triage and manage Service Ops demand and portfolio in Jira-COPM.
• Partner with Business Systems to translate requirements into system enhancements.
• Maintain Service Ops collateral on SharePoint and update the Service Playbook.
• Lead onboarding/offboarding for Service & Support.
• Act as cross-functional liaison between Service Operations, Sales, and Commercial leadership.
• Track KPIs and identify opportunities to automate and improve data quality.
• Collaborate with product teams on changes to support product launches.

Skills

Salesforce experience

Jira / ticketing systems

Program management

Executive communication

Cross-functional collaboration

Education

Bachelor's degree or equivalent practical experience

Tools

Jira

Job description

Element Biosciences is seeking an organized Service Operations Program Lead for its San Diego, CA headquarters to own the operational backbone of the Service & Support organization.

The role manages systems, cadences, and cross-functional programs supporting Technical Support, Field Service Engineers, and Customer Support Specialists as the install base and product portfolio expand. Strong project management and Salesforce/Jira experience are essential.