Operations Process Manager

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.
• What you should have:

Requirements

• 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 outco

Additional Information

Company Overview: Lightspeed is the leading provider of cloud-based software for dealerships, serving the Powersport, Marine, RV, Trailer, and Golf Car industries adding hundreds of dealerships to the Lightspeed community each year. Lightspeed's Dealer Management Solution (DMS) enables dealerships to optimize their end-to-end business operations, including Sales, Parts, Service, Rentals, Payments, Accounting, and Customer Relationship Management (CRM). When implemented into their daily operations, Lightspeed helps dealers increase their profitability by selling more units, service, and parts, all while creating a more streamlined experience for customers. Lightspeed is the most complete and integrated DMS in the industry with over 500 integrations with Original Equipment Manufacturers (OEMs), aftermarket parts and accessory distributors and dozens of other software tools that a dealership may use to run their business. Uniquely designed by dealers for dealers, and refined over the past 4 decades, Lightspeed empowers over 4,500+ dealers across North America with the tools and technology they need to manage their dealerships. 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.

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