Service Training Operations Leader

Job Description Summary

The Service Training Operations Leader is responsible for owning and executing critical operational processes that support Service Training eCommerce, billing, revenue reporting, catalog governance, and business system operations across the US & Canada Service organization.

This role serves as a key operational partner to 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 that 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 involving multiple systems and stakeholders. As an integral member of the Service Sales Strategy & Excellence team, this individual is expected to demonstrate a safety-first mindset while supporting compliant execution in accordance with applicable Quality Management System (QMS) requirements and Environment, Health & Safety (EHS) policies and procedures. The role also promotes a culture of inclusion, collaboration, continuous improvement, and people development throughout the organization.

Job Description

Roles and 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 while providing 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- This role 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 with 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 and 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.

Desired 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.

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