Remote Principal Lead, Support Operations & Process Improvement

Jobgether SRL; United States; À distance; USD 90 000 - 130 000; Plein temps

Avantages offerts par ce poste

Remote work from abroad

Résumé du poste

Jobgether SRL seeks an experienced operations professional to manage contracts and support operations, turning obligations into actionable workflows and governance across multiple teams. The role focuses on data quality, process standardization, and scalable improvements while coordinating with Legal and other stakeholders.

You will drive end-to-end process enhancements, optimize tools and reporting, and champion responsible automation with appropriate human oversight and risk controls.

Qualifications

• Experience in contract management, support operations, business operations, business analysis, process improvement, transformation, or related discipline.
• Ability to translate customer, commercial, contractual, and service obligations into practical workflows and responsibilities.
• Proven ability to map, document, analyze, and improve cross-functional processes and reduce inefficiencies.
• Experience collaborating with technology/IT/platform teams to define business requirements and support workflow improvements.
• Understanding of automation, AI, and analytics with safeguards and measurable outcomes.
• Strong communication and stakeholder management skills with change management experience.
• Execution-oriented with analytical thinking, organization, prioritization and good judgment.
• Ability to handle sensitive information with confidentiality and governance.
• 10+ years in SaaS/tech/insurance/complex service-delivery environments.
• Specialized knowledge of entitlements, SLAs, renewals, contract lifecycle management, or exception management.
• Experience with analytics-enabled workflows and AI-enabled processes.

Responsabilités

• Oversee the operational lifecycle of customer and support contracts, including intake, validation, scope, obligations, renewals, and transitions.
• Translate commitments into clear workflows, ownership, and customer-facing practices with Legal when needed.
• Identify governance gaps and coordinate cross-functional resolutions to improve data quality and audit readiness.
• Evaluate end-to-end workflows to remove complexity and create scalable processes with documented exceptions.
• Create and maintain SOPs, decision trees, templates, and escalation paths for consistency and improvement.
• Collaborate with Support, IT, platform, data, Legal, Sales, and Services to define requirements and deliver enhancements.
• Improve integrations, reporting, and data quality across tools and systems.
• Identify practical AI/automation use cases with safeguards and human oversight.
• Develop communications and training to drive adoption of new processes and tools.
• Monitor compliance, adoption, data accuracy, and business outcomes to sustain improvements.

Connaissances

Contract management

Process improvement

Stakeholder management

Communication

Change management

Problem solving

Confidentiality & governance

Operational oversight

Formation

Bachelor's degree in business/ops/IS/legal/tech

Outils

ServiceNow

CRM platforms

Workflow automation tools

Business intelligence tools

Description du poste

Jobgether SRL seeks an experienced operations professional to manage contracts and support operations, turning obligations into actionable workflows and governance across multiple teams. The role focuses on data quality, process standardization, and scalable improvements while coordinating with Legal and other stakeholders.

You will drive end-to-end process enhancements, optimize tools and reporting, and champion responsible automation with appropriate human oversight and risk controls.