Service Operations Program 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

At Element Biosciences, we are passionate about our mission to empower the scientific community with more freedom and flexibility to accelerate our collective impact on humanity. We have built a highly efficient product-driven organization where employees can learn, grow, and thrive in a challenging but encouraging environment. We are committed to scientific integrity, collegiality, honesty, objectivity, and openness.

We are seeking an organized and proactive Service Operations Program Lead to own the operational backbone of our Service & Support organization. This role manages the systems, meeting cadences, and cross-functional programs that keep Technical Support, Customer Support Specialists, Field Application Scientists, and Field Service Engineers running smoothly as Element scales its install base and product portfolio. This role will report to the Manager, Customer Service and Operations and will be a daily onsite role based in San Diego, CA.

If you possess the following and want to make a meaningful impact, we invite you to explore this role.

Essential Functions and 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. Drive agenda development, action tracking, decision documentation, Jira-Commercial Operations Management (COPM) review, and follow-through across stakeholders
• 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 through development, UAT, release, and adoption
• 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 both product extension and new product introduction teams to scope and implement changes to business systems to support product launches

Education and Experience:

• Bachelor's degree or equivalent practical experience plus 3-5+ years in service operations, program management, or commercial operations, ideally in life sciences or medical device instrumentation
• 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 at a genomics or lab instrumentation company
• Preferred: experience with service playbooks, onboarding SOPs, or team mergers/restructuring

Physical Requirements:

• Must be flexible in working hours as this position may require customer support during non-regular business hours

Location:

Travel:

• Up to 10%

Job Type:

• Full-time, Exempt

Base Compensation Pay Range:

• $97,000 - $118,000

In addition to base compensation noted above, you will be eligible for stock options, discretionary annual bonus, no cost health insurance plans, 401k with company match, and flexible paid time off.

Please note: Base compensation will depend on multiple factors, including geographic location, qualifications, and experience.

We foster an environment such that all people are afforded the freedom to pursue their passions without regard to race, color, religion, national or ethnic origin, gender (including pregnancy), sexual orientation, gender identity or expression, age, disability, veteran status or any other characteristics protected by law.