JOB TITLE: Manager-Service Transformation & Strategic Programs
FLSA STATUS: Exempt
JOB TYPE: Full-time
Position OverviewThe Manager, Service Transformation & Strategic Programs is responsible for leading strategic initiatives that advance the Global Service organization's operational excellence, digital transformation, and business growth objectives. This role serves as a key advisor and strategic partner to the VP of Global Service, driving enterprise-wide programs focused on Salesforce optimization, AI-enabled service solutions, business process improvement, and new business development.
The position combines strategic planning with hands-on program leadership, ensuring successful execution of high-impact initiatives that improve customer experience, increase operational efficiency, and support long-term service growth.
Key ResponsibilitiesService Transformation & Strategic Programs- Lead the development and execution of strategic initiatives aligned with Global Service objectives
- Partner with the VP of Global Service to identify, prioritize, and implement transformational programs across the organization
- Manage cross-functional projects involving Service, Sales, Operations, Engineering, IT, and Finance teams
- Develop program roadmaps, business cases, success metrics, and executive reporting for key initiatives
- Serve as a strategic leader for special assignments and executive-level projects
Salesforce & Digital Platform Leadership- Own the Service organization's Salesforce and AI for Services strategy, governance, and continuous improvement initiatives
- Collaborate with IT and business stakeholders to define system requirements and enhancements
- Drive adoption of Salesforce Service Cloud, Field Service Mobile and related technologies to improve efficiency, visibility, and customer satisfaction
- Establish and monitor key performance indicators, dashboards, and reporting capabilities
- Ensure business processes are effectively supported by digital platforms and technology investments
- Promote organizational readiness, user adoption, and change management for AI initiatives
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Business Process Improvement- Evaluate existing service processes and identify opportunities for optimization and standardization
- Lead continuous improvement initiatives utilizing best practices and data-driven decision making
- Develop scalable processes that improve service delivery, productivity, quality, and customer experience
- Facilitate cross-functional workshops and process mapping activities
- Monitor program outcomes and drive corrective actions when needed
New Business Development Support- Partner with Service and Commercial leadership to identify and evaluate new service revenue opportunities
- Support development of service offerings, customer engagement models, and growth strategies
- Perform market, competitive, and business analysis to support strategic decision-making
- Develop business cases and financial models for new initiatives and investments
- Assist with customer-facing strategic opportunities and executive presentations as required
Qualifications & Skills- Bachelor's degree in Business, Engineering, Information Technology, or related field; MBA preferred
- 10+ years of progressive experience in business transformation, service operations, program management, consulting, or related leadership roles
- Strong knowledge of Salesforce platforms, CRM strategy, and business systems integration
- Experience leading digital transformation and AI-enabled business initiatives
- Demonstrated success managing complex, cross-functional strategic programs
- Strong understanding of service operations, customer support processes, and operational excellence methodologies
- Excellent analytical, financial, and business problem-solving skills
- Proven ability to develop business cases, strategic plans, and executive-level presentations
- Exceptional communication, influencing, and stakeholder management capabilities
- Strong leadership skills with the ability to drive alignment across diverse teams and organizational levels
- Ability to manage multiple priorities in a fast-paced, evolving environment
Key Success Metrics- Successful delivery of strategic transformation programs
- Salesforce adoption, performance, and business value realization
- AI initiative implementation and measurable productivity improvements
- Process efficiency and customer experience enhancements
- Service revenue growth and support of new business development initiatives
- Achievement of organizational strategic objectives and executive priorities
