Sr. Business Operations Manager

Senior Business Operations Manager

The Elevator Pitch

Are you a customer focused operations expert that can thrive in a fast paced, high growth environment? Do you have a passion for building world class Service & Support organizations? 

Evolv is looking for a proven business operations leader to optimize and scale our fast growing Service & Support organization running in a Salesforce / Service Cloud environment. As the Sr. Business Operations Manager you will assist our rapidly growing Service & Support organization to improve productivity, streamline operational processes, and deliver initiatives to improve the overall Service business. Success will require being a customer advocate while collaborating with go-to-market and engineering teams as well as Channel Partner organizations, to deliver a world class customer experience. 

Success in the Role: What are performance outcomes over the first 6-12 months you will work toward completing?

In the first 30 days, you will:

·         Participate in EvolvED, our new hire orientation program

·         Assess the current state of Service & Support programs and initiatives

·         Gain a comprehensive understanding of Evolv’s products, services, and the unique value proposition of our Service & Support organization. This includes familiarization with our technical infrastructure, primarily focusing on Salesforce / Service Cloud, and the specific challenges of servicing physical hardware and break/fix systems.

·         Start forming strong connections across the company, especially with the go-to-market, engineering teams, and Channel Partner organizations, to foster collaboration and support.

·         Conduct a thorough assessment of the current state of Service & Support programs and initiatives, identifying immediate areas for process improvements and customer experience enhancement.

Within 3 months, you will:

·         Develop a robust understanding of key operational processes including service delivery, support delivery workflows, and how these are managed within Salesforce / Service Cloud. This should also cover understanding key performance indicators (KPIs) like customer satisfaction, issue resolution metrics, and partner effectiveness.

·         Begin driving the strategy and planning for the Service & Support organization, focusing on optimizing current processes and planning for scalable growth. This includes starting work on capacity planning, enhancing KPI reporting mechanisms (such as Quarterly Business Reviews), evaluating service workflow for efficiencies, and implementing measures to boost customer satisfaction.

·         Cultivate your operational excellence, focusing on skill development, alignment with strategic goals, and enhancing interdepartmental collaboration.

·         Establish a baseline for service delivery and support processes to measure future improvements against, ensuring alignment with company objectives and customer expectations (Customer Satisfaction, Issue Resolution Metrics, Service & Support Capacity, RMA & Field Quality, and Partner Effectiveness)

By the end of the first year, you will:

·         Strengthen and refine operational processes for both Evolv and our channel partners, ensuring they are scalable, efficient, and customer-focused. This involves rolling out new governance, operational metrics, and processes to enhance service delivery and support.

·         Solidify and expand relationships across the organization and with channel partners, becoming a key driver of collaborative success and innovation in service delivery.

·         Implement significant improvements, develop new governance, operational metrics, and processes in Service & Support workflows, leveraging insights gained over the year to remove bottlenecks, enhance customer satisfaction, and streamline operations.

·         Achieve the strategic milestones set for the Service & Support organization, demonstrating tangible improvements in operational efficiency, customer satisfaction, and team performance. This includes successfully deploying new processes and technologies aimed at improving service delivery and support, as well as achieving or exceeding all identified KPI targets.

The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?

• Customer Focus & Advocacy
• Prioritize customer satisfaction and advocate for customer needs, ensuring a world-class customer experience.
• Identify and address customer pain points through process improvements and effective service delivery.
• Operational Excellence & Process Optimization
• Analyze and optimize operational processes to enhance productivity and efficiency.
• Experience in streamlining service delivery, support processes, and workflow management, especially in Salesforce / Service Cloud environments.
• Strategic Planning & Execution
• Proficient in driving the strategy and planning for the Service & Support organization.
• Expertise in developing and implementing strategic initiatives, including key service processes like capacity planning, KPI reporting (e.g., Quarterly Business Reviews), service workflow evaluation, and customer satisfaction measurement.
• Collaboration & Relationship Building
• Exceptional skills in growing relationships across the organization and with channel partners.
• Build strong, productive relationships and work effectively with cross-functional teams, including go-to-market and engineering teams, as well as Channel Partner organizations.
• Data-Driven Decision Making
• Leverage data and analytics to inform decision-making, with a solid understanding of KPIs such as customer satisfaction, issue resolution metrics, and partner effectiveness.
• Develop and manage operational metrics and governance processes to track and improve service delivery.
• Leadership & Team Management
• Ability to lead and grow an operational excellence team, guiding and developing a high-performing Service & Support organization.
• Commitment to team development and ongoing skill development, fostering a culture of continuous improvement.
• Innovation & Continuous Improvement
• Passion for innovation and continuous improvement in building world-class service and support organizations.
• Identify and implement innovative solutions that enhance service delivery and support operations.
• Technical Proficiency
• Understand the technical aspects of physical hardware, break/fix systems, and service challenges.
• Familiarity with Salesforce / Service Cloud and other relevant technologies used in service and support operations.
• Adaptability & Resilience
• Thrive in a fast-paced, high-growth environment, demonstrating flexibility and resilience.
• Continually assess and adjust operational strategies to meet evolving business needs and market conditions.

What is the leadership like for this role? What is the structure and culture of the team?

You will be joining the Service & Support organization reporting to the Sr. Director of Service & Support and Training & Education.

The team culture is based on building trust, collaboration, and on-going development through kindness, authenticity, courage, drive, and fun!

Where is the role located?

This role is based out of our HQ in Waltham, MA with flexibility in being remote some days.

What is the salary range?

The base salary range for this full-time position is $112,000-$150,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that the compensation details listed in role posting reflect the base salary only, and do not include bonus, equity, or benefits.

Benefits

If you want to solve one of the most difficult issues of our time and save lives doing it, you want to work at Evolv. We are passionate, knowing that what we do and how we do it can affect life or death situations for our customers. At Evolv, you will have unparalleled exposure to all aspects of our business, working with a talented team that shares our vision for a safer world. If you are inspired by invention and gain satisfaction from seeing how your work impacts the bigger picture, Evolv will be a great fit.

• Equity is an important component of every compensation package
• Flexible work environment
• Unique culture
• Medical and dental insurance
• 401(k) plan+ company match
• Unlimited vacation policy
• $300 per quarter to spend on the perks that are most meaningful to you
• Tuition Reimbursement

Evolv Technology (“Evolv”) is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We welcome and encourage diversity in the workplace, and all employment decisions are made without regard to race, color, religion, national, social or ethnic origin, sex (including pregnancy), age, disability, HIV Status, sexual orientation, gender identity and/or expression, veteran status, or any other status protected by law in the locations where we operate. Evolv will not tolerate discrimination or harassment based on any of these characteristics.

Evolv is committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. If you need a reasonable accommodation as part of the job application process, please connect with us at careers@evolvtechnology.com.