About your role

This role is responsible for maintaining subject matter expertise and leading Operational business process optimization through comprehensive process documentation, gap analyses and remediation planning/execution. This role acts as the subject matter expert across Operational functions serving as an internal resource for all Ops teams and representing Ops teams in cross functional efforts. The role manages third-party partners as needed, owns our Salesforce instance and roadmap, serves as the Ops Lead for product development initiatives and supports a team of administrators and project managers delivering scalable, efficient operational solutions.

How you will make a difference day to day

Own, maintain and create new detailed, complete end-to-end business process documentation for all Operational teams, partner teams, and their workflows, dependencies, deliverables, etc.. Documentation includes: all relevant policies, keystroke level work steps, systems/tool inventory, inputs, and deliverables for cross functional teams including all dependencies, points of risk, and recommendations for improvement/optimization etc. Create and maintain gap analysis of existing Operational processes, policies, products and tools; lead cross-functional efforts to synthesize and drive remediation plans for each, and constantly lead remediation efforts Serve as Operational subject matter expert, demonstrating expert command of all business processes and associated tooling Represent Operations in all cross-functional projects, effectively advocating to ensure all Operational business requirements are met Manage 3rd party/external partners, assume accountability for ensuring deliverables meet/exceed expectations and cultivate strong supplier relationships Own the Salesforce implementation used by our Support, Sales and Fulfillment teams, ensuring it is continually optimized by gathering requirements and user feedback, designing scalable best practice solutions Develop and own delivery of the implementation roadmap Engage with, augment and lead if necessary Product Development efforts as needed to ensure sales, fulfillment, support and renewal business processes and tooling are effectively implemented  Work with appropriate resources to ensure perfect training curriculum and reference material is created Effectively lead team of tool administrators and project managers delivering projects to optimize Ops, identified through close monitoring of business operations

What you’ll need

10+ years’ leading program management teams and large scale projects in a distributed organization Ability to build trust, foster strong working relationships and collaboratively work with stakeholders of all levels, positively influence outcomes Clear and effective written and verbal communication skills and ability to distill and convey information in a concise and compelling manner Strong organizational and program management skills to manage a wide range of incoming requests and responsibilities Demonstrated skill in delivering detailed, work-step level business process documentation and ability to provide higher level summaries as appropriate  Strong work ethic, disciplined execution skills, willingness to do whatever it takes to deliver results Maintains unsurpassed attention to detail and command of business details Capable of understanding technology and maintaining mastery of the business Demonstrated experience synthesizing cross-functional business requirements into roadmap and managing timelines, deliverables, etc. Self-starter who enjoys problem-solving with little direct supervision. Ability to learn quickly with a high tolerance for ambiguity and complexity Experience leading teams through tight deadlines and complex initiatives Strong Salesforce knowledge and at least 2+ years’ of hands on experience with both Service and Sales Cloud

Not sure if you meet all the qualifications? Apply anyway! We value diverse experiences and encourage you to bring your unique talents to our team!

Benefits & Perks

Comprehensive health plans (including Medical, Dental and Vision insurance for full-time employees) Unlimited PTO Competitive salary packages Life insurance Disability benefits Supplemental Optional Life Insurance Benefits FSA Options Optional HSA with Company Match 401k program with Company Match Wellhub & ClassPass fitness platforms Comprehensive Pet Insurance options Financial Wellbeing & Student Loan Program access Access to additional Mental Health & Wellbeing resources Pre-tax Commuter/Transit Benefits Free Rocket Lawyer account with online access to an extensive legal documents library and brilliant licensed attorneys at discounted rates 

Interview Process

Recruiter Phone Screen Role Assessment(s) Hiring Manager Interview Panel Interviews Final Interview Rocket Lawyer is proudly committed to recruiting and retaining a diverse and inclusive workforce. As an Equal Opportunity Employer, we never discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, military or veteran status, status as an individual with a disability, or other applicable legally protected characteristics. We particularly welcome applications from veterans and military spouses.   All your information will be kept confidential according to EEO guidelines. You may request reasonable accommodations by sending an email to hr@rocketlawyer.com.   Compensation
Base salary range by location: San Francisco Bay Area, CA: $198,586 - $268,675 California (outside of San Francisco Bay Area) and Colorado: $168,798 - $228,373 Utah, Arizona, and North Carolina: $158,868 - $214,940