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: Job Type:Base Compensation Pay Range: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.
