SMB Operations Program Manager

Spectraforce Technologies; Cupertino (CA); Hybrid; USD 120,000 - 160,000; Full time

Job summary

Spectraforce Technologies is seeking an SMB Operations Program Manager in Cupertino to own critical SMB programs and drive CRM strategy across global teams. You will define long-term SMB strategy, prioritize features, and execute improvements with strong stakeholder alignment.

You will analyze CRM data, synthesize market insights, and craft communications to help field teams adopt new processes while coordinating across product, engineering, logistics, and sales functions.

Qualifications

• 5+ years in program management, strategic operations, or consulting roles focused on execution and process improvement.
• Proven success launching complex, cross-functional programs with multiple stakeholders.
• Experience influencing product or systems roadmaps via data-driven recommendations and business cases.
• Strong analytical skills with ability to build metrics and reporting for decisions.
• Track record identifying inefficiencies and implementing scalable solutions across distributed teams.
• Excellent written communication translating complex processes for field teams and leadership.

Responsibilities

• Collaborate with Product, Engineering, Logistics, Supply, Fraud, and Product Marketing to streamline cross-functional processes.
• Synthesize research and market data into an SMB strategy diagnosing performance gaps and ROI projections.
• Drive CRM strategy and roadmap influence; analyze CRM usage and lead adoption initiatives (e.g., Salesforce migration).
• Execute improvement projects and coordinate cross-functional initiatives with change management.
• Communicate program launches to field teams with clear updates on processes and system changes.

Skills

Program management

Cross-functional collaboration

CRM strategy

Data-driven decisions

Process improvement

Written communication

Sales operations

CRM adoption

Roadmap influence

Education

BA/BS or equivalent

Job description

SMB Operations Program Manager

Location: Cupertino, CA 95014 (Hybrid-Tuesday, Wednesday and Thursday)

Duration: 6 Months

Role Specific Summary

• Retail Operations creates the tools and programs that empower our teams to provide a one-of-a-kind, only-at-client experience. The SMB Operations and Strategy team builds the programs, systems, and processes that enable business sales specialists across 530 stores and 30+ online countries to serve small and medium business customers.
• As an SMB Operations Program Manager, you will own critical programs that directly impact how client serves SMB customers globally. You'll help define the long term strategy for SMB, drive CRM strategy and feature prioritization, and execute improvement projects like new customer feedback mechanisms. You thrive on turning ambiguity into action-building the checklists, dashboards, and processes that help business sales teams succeed. You're equally comfortable analyzing CRM data to inform roadmap decisions and writing clear communications to help field teams adopt new processes.

Key Responsibilities

• Collaborate with Product, Engineering, Logistics, Supply, Fraud, and Product Marketing teams to streamline and optimize cross-functional processes, ensuring maximum efficiency and effectiveness.
• Synthesize research, market data, and cross-functional initiatives into an executive-ready SMB strategy-diagnosing current performance vs. gaps, where client has differentiated competitive advantage, and what to prioritize, with specific investment requirements and ROI projections.
• Drive CRM strategy and roadmap influence: Analyze CRM usage and sales team needs to recommend feature priorities to Product and Engineering teams. Lead strategic business cases (e.g., evaluating migration to Salesforce) and drive adoption initiatives to improve system usage and sales outcomes.
• Execute improvement projects: Lead cross-functional initiatives such as SMB trade-in programs, new NPS survey launches with Customer Insights, or other operational enhancements that require stakeholder coordination and change management.
• Communicate program launches to field teams: Write clear, concise communications to business sales teams explaining new processes, system updates, and operational changes-ensuring smooth adoption across all regions.

Minimum Qualifications

• 5+ years in program management, strategic operations, or consulting roles with focus on operational execution and process improvement.
• Proven success launching complex, multi-quarter programs involving cross-functional stakeholders (engineering, product, logistics, sales, finance).
• Experience influencing product or systems roadmaps through data-driven recommendations and business case development.
• Strong analytical skills with ability to build performance metrics and reporting to inform decisions and measure program success.
• Track record of identifying process inefficiencies and implementing scalable solutions across large, distributed teams.
• Excellent written communication skills; able to translate complex processes into clear guidance for field teams and crisp recommendations for leadership.

Preferred Qualifications

• Experience in sales operations, B2B commercial programs or Retail operations.
• Familiarity with CRM systems (Salesforce, custom platforms) and driving user adoption.
• BA/BS or equivalent experience; MBA a plus.