Operations Process Manager Jobs (NOW HIRING)

Job Summary:
Lightspeed DMS is the leading provider of cloud-based software for dealerships, and they are seeking a Professional Services Operations and Process Manager. This role focuses on improving PS processes to enhance implementation throughput and customer satisfaction by utilizing data-driven methods and strong project management skills.
Responsibilities:
• Builds a data-driven operational culture within PS by establishing KPIs, tracking implementation performance metrics, and facilitating cross-functional working sessions to surface and address process breakdowns.
• Applies structured problem-solving methods (root cause analysis, process mapping, data analysis) to improve PS workflows, increase implementation throughput, accelerate customer time-to-value, and reduce rework or escalation rates.
• Serves as the PS Ops program manager: owns portfolio planning, project scoping, and execution tracking to deliver improvement initiatives on-time and in alignment with PS team capacity and strategic roadmaps.
• Identify project goals, scope, resources, budget, dependencies, risks and communications needs.
• Identify, escalate, and resolve conflicts.
• Implement large, cross-team, multi-year programs and projects.
• Proactively identify opportunities and contribute to continuous business process improvement efforts to help streamline and standardize workflow, communication, and resource efficiencies.
• Conducts initiation and project closure activities to formalize and communicate the project acceptance and handover documentation and completes a post-implementation review to identify areas of improvement.
• Communicate portfolio scope, roadmap alignment, priorities, and status to governance board and stakeholders.
• Maintain awareness of industry trends, business conditions, and internal processes and practices to influence the success of portfolio initiatives.
Qualifications:
Required:
• 3-5 years of experience in PS operations, implementation operations, CS operations, or a related role at a SaaS company, with a demonstrable track record of improving delivery processes and business results.
• Demonstrates data driven solutions. Experience defining project success criteria with multiple stakeholders.
• Familiarity with structured process improvement methodologies (Lean, DMAIC, or equivalent); formal certification is a plus but not required — demonstrated application in a SaaS or tech services context matters more.
• Strong process improvement and project management skills and experience.
• Experience working in a SaaS company’s Professional Services, Implementation, or Customer Success organization; direct exposure to implementation lifecycle management is strongly preferred.
• Ability to lead through influence and work as a collaborative team member.
• Strong verbal and written communication skills.
• Experience in collaborating across business/product lines and organizational groups.
• Strong ability to manage a portfolio of improvement projects and ability to prioritize based on business requirements.
• Experience leading virtual and in-person process improvement meetings.
• Experience creating process documentation with tools such as Visio, PowerPoint or Lucid Chart.
• Experience creating and delivering presentations to stakeholders about project status or outcomes.
Preferred:
• Project Management certification (PMP or equivalent) or demonstrated equivalent experience managing cross-functional programs in a SaaS environment.
• Experience building and maintaining operational dashboards and reporting in tools such as Salesforce, Excel, Power BI, or similar; comfort turning data into clear insights for PS leadership and stakeholders.
• Dealership industry or Lightspeed experience.
Company:
THE DEALERSHIP MANAGEMENT SOLUTION FOR HARD‑WORKING DEALERSHIPS For nearly 40 years, Lightspeed has collaborated with dealerships, creating industry-specific software solutions to streamline the way you work. Founded in 1984, the company is headquartered in Lake City, USA, with a team of 501-1000 employees. The company is currently Late Stage.