Global Service Operations Programs Lead

Element Biosciences; 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 in San Diego, CA seeks a Service Operations Program Lead to own the operating cadence and cross-functional programs supporting Technical and Field teams as the install base grows.

Reporting to Manager, Customer Service and Operations, this onsite role drives release readiness, KPI tracking, and Playbook updates while aligning with Sales and Commercial leadership to deliver measurable outcomes.

Qualifications

• Bachelor's degree or equivalent practical experience plus 3–5+ years in service operations or commercial ops.
• Hands-on Salesforce experience (cases, work orders, service resources).
• Experience with Jira or similar ticketing/project systems.
• Strong meeting and program management across multiple recurring cadences.
• Excellent written and verbal communicator; executive-ready materials.
• Preferred: field service/genomics or lab instrumentation experience.
• Preferred: service playbooks, onboarding SOPs, or team mergers/restructuring.

Responsibilities

• Own the Global Service & Support operating cadence and meetings.
• Own release readiness communications for system and process changes.
• Run the GSS Monthly process end-to-end with recap.
• Manage Service Operations demand intake and portfolio through Jira-COPM.
• Translate requirements into system enhancements and coordinate UAT.
• Maintain Service Ops collateral on SharePoint and update the Playbook.
• Lead onboarding/offboarding for Service & Support staff.
• Serve as cross-functional liaison between Service Ops, Sales, and leadership.
• Develop and track the GSS roadmap with measurable outcomes.
• Monitor KPIs and pursue data quality improvements.
• Support product launches with business systems involvement.

Skills

Program management

Communication

Cross-functional collaboration

Education

Bachelor's degree or equivalent practical experience

Tools

Salesforce

Jira

Job description

Element Biosciences in San Diego, CA seeks a Service Operations Program Lead to own the operating cadence and cross-functional programs supporting Technical and Field teams as the install base grows.

Reporting to Manager, Customer Service and Operations, this onsite role drives release readiness, KPI tracking, and Playbook updates while aligning with Sales and Commercial leadership to deliver measurable outcomes.