Senior Business Operations

Your role at impact.com

We are seeking a strategic, process-oriented leader to assess and optimize how we leverage data and information across our proprietary system and broader tech ecosystem (Salesforce, Freshdesk, Jira, and beyond) to drive better business outcomes and operational efficiency. In this role, you will partner closely with business stakeholders to translate high-level organizational goals and requirements into structured, scalable action plans and optimal data workflows.

Instead of building or maintaining technical setups, you will focus on the big picture-gathering data, understanding business impacts, and architecting optimal workflows.

Key Responsibilities

• Strategic Alignment & Requirements Translation
• Requirements to Action Plans: Partner with executive and departmental leaders to translate high-level business requirements and strategic goals into actionable data strategies, operational roadmaps, and project plans.
• Big-Picture Business Impact: Evaluate operational pain points and business goals to determine how data structures and governance impact company growth, efficiency, and revenue outcomes
• Strategic Roadmap & Vision: Align cross-functional data strategies with overarching enterprise objectives, ensuring we have the business processes and controls in place to scale seamlessly as the company grows.
• Process Design & Data Interpretation
• Current State Assessment & Gap Analysis: Evaluate existing data processes, systems, and sources across the organization; identify what information we have, what's missing, and where inefficiencies create blind spots in business decision-making.
• Optimal Process Architecture: Analyze current workflows to identify bottlenecks and design end-to-end, best-in-class data processes, policies, and standard operating procedures (SOPs).
• Data & Insight Interpretation: Synthesize complex data sets and key performance metrics to extract meaningful business insights, measure operational efficiency, and inform executive decision-making.
• Root-Cause Problem Solving: Conduct root-cause analysis on data and workflow inefficiencies, architecting strategic structural and procedural solutions rather than temporary technical quick-fixes.
• Governance, Change Management & Leadership
• Governance Framework & Ownership: Define and maintain the overarching data governance framework, establishing clear policies, ownership, stewardship, and accountability across Customer Success..
• Cross-Functional Leadership:.Partner with teams managing our proprietary system, Salesforce,Freshdesk, Jira, and other data sources to orchestrate how information flows across the organization, not to configure these systems yourself, but to design the strategy for how they work together.
• Change Management & Adoption: Drive organizational adoption of new processes and data standards through clear communication, stakeholder training, and structured change management strategies.
• Risk & Policy Management: Partner with IT, Legal, and Compliance teams to manage data risk, access controls, and compliance requirements through clear policy design and process oversight.

What You Bring

• Strategic & Process-Oriented Mindset: Proven ability to look beyond technical execution to see the big picture, interpret data trends, and design structured, end-to-end business processes.
• Translational Leadership: Track record of breaking down complex business requirements into clear, prioritized action plans and measurable outcomes.
• Analytical & Data Interpretation Skills: Demonstrated capability to analyze operational data, evaluate business impact, and leverage insights to optimize business operations.
• Stakeholder Management: Exceptional communication and facilitation skills with a proven ability to build consensus across business units and drive alignment between business and technical teams.
• Project & Process Management: Strong organizational leadership experience managing process rollouts and governance initiatives from conceptual design through execution and adoption.

Preferred Background

• 5+ years of experience in Strategic Process Design, Business Operations, Process Improvement, Business Strategy, Data Governance, Business Architecture, Revenue / Sales Operations,, with a focus on defining strategy, policy, and business processes.
• Experience partnering with technical teams (e.g., Salesforce, CRM, or Enterprise Data teams) to guide functional requirements without being responsible for hands-on technical configuration
• Experience navigating complex, multi-system environments and finding ways to connect disparate information sources
• This role is not responsible for hands-on Salesforce administration, data engineering, or technical system configuration. We're looking for strategic process design and business impact- not technical execution.

Core Competencies

• Strategic Vision & Process Ownership: Ability to step back from technical details, design optimal data processes, and connect governance initiatives directly to revenue and operational outcomes.
• Analytical Data Interpretation: Ability to leverage data to, identify root causes of operational issues, and design long-term process solutions.
• Requirements Translation & Action Planning: Ability to turn abstract business needs into structured project plans, workflows, and actionable policy frameworks.
• Collaboration & Change Management: Exceptional interpersonal skills to drive cross-functional alignment, manage organizational change, and inspire adoption of best practices.
• Business Acumen & Technical Literacy: Strong understanding of enterprise business models, relational data structures, and CRM environments to effectively bridge business strategy with operational implementation

Salary Range

$100,000.00 - $110,000.00 per year, plus an additional 5% variable annual bonus contingent on Company performance and eligible to receive a Restricted Stock Unit (RSU) grant.

*This is the pay range the Company believes is equitable for this position at the time of this posting. Consistent with applicable law, compensation will be determined based on the skills, qualifications, and experience of the applicant along with the requirements of the position, and the Company reserves the right to modify this pay range at any time.

Benefits and Perks

At impact.com, we believe that when you're happy and fulfilled, you do your best work. That's why we've built a benefits package that supports your well-being, growth, and work-life balance.

• Medical, Dental, and Vision insurance
• Office-only catered lunch every Thursday, a healthy snack bar, and great coffee to keep you fueled
• Flexible spending accounts and 401(k)
• Flexible Working: Our Responsible PTO policy means you can take the time off you need to rest and recharge. We're committed to a positive work-life balance and provide a flexible environment that allows you to be happy and fulfilled in both your career and your personal life.
• Health and Wellness: Your well-being is a priority. Our mental health and wellness benefit includes up to 12 fully covered therapy/coaching sessions per year, with additional dependent coverage. We also offer a monthly gym reimbursement policy to support your physical health.
• A Stake in Our Growth: We offer Restricted Stock Units (RSUs) as part of our total compensation, giving you a stake in the company's growth with a 3-year vesting schedule, pending Board approval.
• Investing in Your Growth: We're committed to your continuous learning. Take advantage of our free Coursera subscription and our PXA courses.
• Parental Support: We offer a generous parental leave policy, 26 weeks of fully paid leave for the primary caregiver and 13 weeks fully paid leave for the secondary caregiver.
• Technology Financial Support: We provide a technology stipend to help you set up your home office and a monthly allowance to cover your internet expenses.

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