Operations Process Manager

About the Company

Lightspeed is the leading provider of cloud-based software for dealerships, serving the Powersport, Marine, RV, Trailer, and Golf Car industries. Their Dealer Management Solution (DMS) enables dealerships to optimize end-to-end business operations including Sales, Parts, Service, and Accounting.

Responsibilities

• Build a data-driven operational culture by establishing KPIs and tracking implementation performance metrics
• Apply structured problem-solving methods like root cause analysis and process mapping to improve workflows
• Serve as the PS Ops program manager, owning portfolio planning, project scoping, and execution tracking
• Identify project goals, scope, resources, budget, dependencies, risks, and communication needs
• Implement large, cross-team, multi-year programs and projects
• Proactively identify opportunities for continuous business process improvement to streamline workflows
• Communicate portfolio scope, roadmap alignment, and status to governance boards and stakeholders

Requirements

• 3-5 years of experience in implementation operations, CS operations, or a related SaaS role
• Proven track record of improving delivery processes and business results
• Experience using AI to improve process efficiencies or customer satisfaction
• Strong process improvement and project management skills in a virtual setting
• Experience in a SaaS Professional Services, Implementation, or Customer Success organization
• Ability to lead through influence and collaborate across business/product lines
• Proficiency in creating process documentation with tools like Visio, PowerPoint, or Lucid Chart
• Experience creating and delivering presentations to stakeholders

Preferred Qualifications

• Project Management certification (PMP or equivalent)
• Experience with Salesforce and/or Professional Services Automation tools like Certinia
• Dealership industry or Lightspeed DMS experience