Title Global Process Owner (Service)
Department ERP Implementation Project
Location Niwot (Hybrid eligible)
ReportsTo Program Director
Your ImpactWe are looking for a Global Process Owner who will contribute to the success of the ERP Transition Team, applying their expertise in Service to support the achievement of team and company goals and deliver innovative, reliable solutions. In this role, the successful candidate will collaborate effectively with colleagues and cross-functional teams, demonstrate strong problem-solving and decision-making skills, and maintain a commitment to professional excellence, quality and continuous improvement.
The RoleWe are seeking an experienced and strategic Global Process Owner (GPO) - Service to lead the development, implementation, and optimization of front-end processes within our Salesforce Service Cloud platform as well as the integration with our ERP system. This role is crucial in enhancing customer interactions and ensuring exceptional service delivery globally. You will collaborate with cross-functional teams and Global Process Owners to drive initiatives that improve customer satisfaction, streamline processes, and leverage technology effectively.
Job Responsibilities- Process Ownership: Own the end-to-end Service processes supported by Salesforce Service Cloud and the ERP system, ensuring alignment with global processes, best practices and customer needs
- Strategy Development: Collaborate with Service Leadership to define and implement a Service strategy that leverages Salesforce Service Cloud technologies and S4 Hana platform to enhance user experience and operational efficiency
- Stakeholder Collaboration: Work closely with IT, product management, and service teams to develop and refine front-end Salesforce Service Cloud functionalities, ensuring they meet business requirements
- Data Support: Supporting role in cleansing and data alignment for Service specific data. Working closely with all GPOs to ensure data quality levels support smooth operations of Service cloud as well as S4 Hana
- Performance Monitoring: Establish KPIs and performance metrics to measure the effectiveness of the front-end global processes in Salesforce Service Cloud and the integration with S4 Hana, conducting regular analysis and reporting to stakeholders
- Continuous Improvement: Utilize customer feedback and performance data to identify areas for improvement, driving initiatives that enhance service delivery
- Training and Support: Develop training programs and materials for customer service staff on front-end processes and Salesforce Service Cloud tools, ensuring a smooth transition and ongoing support for end-users
- Change Management: Lead change management efforts for business adoption of the current and new service cloud development implementations, ensuring buy-in from all relevant stakeholders
- Continuously evaluate processes for improvements in efficiency, quality, and safety
Required Qualifications- Experience supporting or leading ERP implementations or transformations (Infor CloudSuite experience preferred)
- Demonstrated experience in end-to-end process ownership, design, and optimization in a global or multi-site environment
- Experience working with integrated platforms (e.g., Salesforce + ERP) to support service operations
- Bachelor's degree in business, Information Technology, or related field OR equivalent combination of education and relevant experience
- 7+ years of progressive experience in service process management, customer operations, or service transformation, with strong exposure to Salesforce Service Cloud or similar platforms
- Proven ability to define KPIs, analyze performance, and drive continuous improvement initiatives
- Strong analytical skills with the ability to interpret data and make data-driven decisions
- Excellent communication and interpersonal skills, with a focus on collaboration and stakeholder engagement
- Proven experience in managing global service operations and process optimization
- Familiarity with service technologies and front-end solutions (e.g., Salesforce Service Cloud)
Work Environment & Physical Requirements- This role primarily operates in an office environment. Must be able to sit, stand, and use a computer for extended periods of time
- Occasional lifting of up to 20 lbs. may be required
- Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this role
Compensation & Benefits- Competitive base salary range: $90,000 - $120,000 depending on experience
- Our compensation philosophy: we offer competitive pay based on market data, including local, national, and industry benchmarks. For new hires, offers are generally within the established min- to mid-point of the range for the role, with flexibility to recognize experience, skills, and education. Our approach ensures fair pay internally while remaining competitive externally and allows room for growth.
- Comprehensive benefits package:
- Health coverage: medical, dental, vision, fsa, onsite clinic (CO employees), life insurance
- 401(k) retirement plan with company match
- Vacation, holiday, and leave policies
- Tuition reimbursement, Employee recognition programs, Employee assistance programs
