Service Training Operations Leader

Overview

This role owns and executes operational processes that support Service Training eCommerce, billing, revenue reporting, catalog governance, and business system operations across the US & Canada Service organization.

You will partner with Training Operations, Finance, Controllership, training delivery teams, and cross-functional stakeholders to ensure accurate financial execution, effective business processes, and a high-quality customer experience. The position supports process standardization, operational excellence, system enhancements, reporting, and continuous improvement initiatives to enable scalable and compliant training operations.

Success in this role requires strong operational discipline, analytical problem-solving skills, financial acumen, attention to detail, and the ability to independently manage complex processes across multiple systems and stakeholders. The role follows a safety-first mindset and supports compliant execution in accordance with applicable Quality Management System (QMS) requirements and Environment, Health & Safety (EHS) policies and procedures.

Responsibilities

• Own operational processes supporting Service Training eCommerce, including order fulfillment, billing, customer transactions, access management, and renewals.
• Manage training billing, reconciliations, payment records, and related operational activities to ensure timely and accurate financial execution.
• Own technical training revenue reporting and partner with Finance and Controllership to improve reporting forecasting and accuracy; resolve discrepancies; and support compliant revenue recognition processes.
• Govern training catalog activities, including course creation, maintenance, updates, pricing alignment, and data integrity across systems.
• Serve as a subject matter expert for assigned operational systems, tools, and processes; provide guidance and support to internal stakeholders.
• Partner with business and technical teams to support system enhancements, integrations, testing, automation initiatives, and process improvements.
• Analyze operational and financial data to identify trends, risks, control gaps, and opportunities to grow revenue and business performance.
• Develop and maintain standardized procedures, documentation, controls, and records to support operational consistency, audit readiness, and compliance with applicable Quality Management System (QMS) and EHS requirements.

Required Qualifications

• For roles outside of the USA: Requires advanced experience in the Financial Services Operations & Process Program Support. Knowledge level is comparable to a Bachelor's degree from an accredited university or college (or a high school diploma with relevant experience).
• For roles in USA: Bachelor's degree from an accredited university or college (or a high school diploma / GED with at least 6 years of experience in Job Family Group(s)/Function(s)).
• Demonstrated experience supporting revenue reporting, billing, financial reconciliation, or other operational processes with direct business or financial impact.
• Demonstrated experience managing operational processes involving multiple systems, stakeholders, transactions, and competing priorities.
• Experience supporting catalog management, eCommerce operations, order fulfillment, customer transactions, or similar business operations processes.
• Strong analytical and problem-solving skills, including the ability to investigate discrepancies, identify root causes, and implement sustainable solutions.
• Strong proficiency with Microsoft Excel and/or PowerBI, Claude, or other AI platforms used for analytics.
• Experience working with operational, financial, or performance data.
• Experience leading continuous improvement, Lean, process standardization, or workflow optimization efforts.
• Strong written and verbal communication skills, with the ability to partner effectively with cross-functional stakeholders.
• Demonstrated ability to work independently, manage competing priorities, and deliver accurate results in a fast-paced environment.

Preferred Qualifications

• Associate's degree or bachelor's degree in business, finance, operations, information systems, accounting, supply chain, or a related field.
• Experience supporting training operations, service operations, finance, learning operations, customer training, workforce enablement, or technical training organizations.
• Experience with eCommerce transactions, invoicing, billing, revenue recognition, deferred revenue, financial reconciliation, or controllership processes.
• Experience with Oracle, Service Shop, Esker, Billing Finance Engine, or Service Max.
• Experience maintaining training catalogs, product catalogs, pricing structures, course attributes, or related governance processes.
• Experience using Power BI, Smartsheet, learning management systems, customer learning platforms, eCommerce systems, or related business applications.
• Experience gathering business requirements and supporting system enhancements, testing, validation, integrations, or process automation initiatives.
• Experience supporting Quality Management System (QMS) requirements, audits, financial controls, or regulated business environments.
• Experience working in healthcare, medical technology, technical services, or other highly regulated industries.

Compensation & Benefits

• Competitive compensation.
• Professional development.
• Challenging careers.

Location

• US & Canada Service organization.

Additional Information

• This role will not sponsor individuals for employment visas, now or in the future, for this job opening.
• The employer will only employ those who are legally authorized to work in the United States for this opening.
• Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable).
• While COVID-19 vaccination is not currently required for U.S. employees, some customers may have vaccination mandates that may apply to certain employees.
• Relocation Assistance Provided: No.