The Opal Operations Lead serves as Client's hands-on point of contact for Opal, our planning and collaboration platform.
This role goes beyond platform administration: the ideal candidate is a thoughtful listener who can uncover how teams work, identify where Opal can add real value, and translate those insights into practical solutions.
Success means reliable day-to-day operations, strong user adoption, enforced governance standards, and a growing library of use cases that make Opal indispensable at Client.
Key Responsibilities: 100% Opal Operations Lead Day-to-Day Operations
Primary Support Contact: Serve as the first-line contact for all Client teams with Opal questions, support needs, and requests.
Platform Administration: Manage daily operations including license management, access requests, usage compliance, intake requests, and platform configuration changes.
Community Engagement: Host weekly office hours to provide ongoing support and facilitate knowledge sharing among users.
Team Collaboration: Organize and facilitate monthly Team Captain meetings to foster collaboration and share best practices.
Use Case Development & User Advocacy
Discovery & Needs Assessment: Conduct discovery conversations with teams to understand their workflows, goals, and pain points - and identify where Opal can meaningfully help.
Use Case Design: Translate user needs into practical Opal use cases, recommending platform features, configurations, or workflows that solve real business problems.
Solution Documentation: Build and maintain a use case library that documents proven solutions and can be shared across teams to scale adoption.
User Advocacy: Act as the internal voice of the user - surfacing patterns, unmet needs, and platform gaps to program leadership and the Opal Customer Success Manager.
Governance & Best Practices
Policy Enforcement: Enforce governance policies, business rules, and best practices as defined by program leadership.
Request Management: Oversee the intake and processing of Opal-related requests, including managing the Team Captain Board to prioritize and track initiatives.
Documentation: Maintain and continuously update a living SharePoint site with process documentation, governance guides, and user-facing resources.
Adoption & Training
User Onboarding: Onboard new users and maintain Opal University, our internal training hub, ensuring resources are current and accessible.
Training Coordination: Coordinate training logistics in close partnership with the Opal Customer Adoption Manager (CAM), who serves as the vendor-side training expert.
Adoption Monitoring: Monitor adoption metrics, identify gaps, and proactively flag trends to program leadership and the Opal Customer Success Manager.
WHO YOU ARE
Consultative by Nature: You naturally ask "why" before "how." You know how to run a great discovery conversation, identify the real problem beneath a request, and design a solution that actually fits how people work.
Technical Proficiency: Familiarity with Opal or similar workflow, planning, and collaboration tools is preferred - and you're energized by learning new platforms deeply.
Operationally Driven: Demonstrated experience in program management, tool implementation, or operations within a corporate environment.
Project Management Skills: Exceptional ability to manage multiple priorities with strong attention to detail and organizational skills.
Communication & Collaboration: Excellent communicator with a talent for cross-functional collaboration and stakeholder engagement at all levels.
Problem-Solving Aptitude: Proactive problem solver with a knack for troubleshooting, process improvement, and working with a high degree of autonomy.
Education And Experience Minimum Qualifications
2+ years of program management experience, specializing in tool implementation, change management, or marketing operations
Degree in business, marketing, or equivalent experience
Experience working in agile, highly matrixed environments
Proven ability to conduct needs assessments or discovery work and translate findings into actionable recommendations
Ability to build and maintain cross-functional partnerships with internal teams and external vendors
Preferred Qualifications
Experience with Opal, Sprinklr, Workfront, and Microsoft Office Suite
Background in marketing operations, marketing technology, or platform enablement
Excellent written and verbal communication skills
Strong PowerPoint skills with the ability to create clear, compelling presentations
