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The Professional Services Operations and Process Manager is an operational and analytical leader embedded in Lightspeed's Professional Services organization. This role owns the design, measurement, and continuous improvement of PS processes — with a primary focus on increasing implementation throughput, accelerating time-to-value for customers, and improving overall customer satisfaction. Using structured problem-solving frameworks adapted for SaaS delivery environments, this leader identifies root causes of operational friction and drives cross-functional solutions. The role requires strong project management skills, comfort working with data, and the ability to lead change across teams without direct authority. Works independently under general direction from PS leadership and exercises sound judgment in prioritizing and executing a portfolio of improvement initiatives.

What you'll do:

• 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.

What you should have:

Qualifications:

• 3-5 years of experience in 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.
• Experience using AI to improve process efficiencies and/or customer satisfaction.
• Strong process improvement and project management skills and experience in a virtual setting.
• 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 Qualifications:

• Project Management certification (PMP or equivalent) or demonstrated equivalent experience managing cross-functional programs in a SaaS environment.
• Experience with Salesforce and/or Professional Services Automation tools, such as Certinia.
• Dealership industry or Lightspeed DMS experience.