SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: USD 97,000 - 118,000 / annual
Element Biosciences is seeking a Service Operations Program Lead to own the operational backbone of the Service & Support organization. This role manages systems, meeting cadences, and cross-functional programs that enable Technical Support, Customer Support Specialists, Field Application Scientists, and Field Service Engineers to operate smoothly as the company scales its install base and product portfolio.
Key responsibilities include:
- Own and drive the Global Service & Support operating cadence, including Sprint Release Updates, Manager Service Ops Syncs, Office Hours, and GSS Monthly meetings. Manage agenda development, action tracking, decision documentation, and follow-through across stakeholders.
- Manage Service & Support release readiness and communications for system and process changes, including Salesforce release communications, stakeholder readiness, UAT coordination, and post-release follow-up.
- Run the GSS Monthly process end-to-end, from Teams collaboration to recording and recap summaries.
- Own Service Operations demand intake and portfolio management through Jira-COPM, including triage, business requirements, prioritization, assignment, dependencies, sprint readiness, escalation, and status reporting.
- Partner with Business Systems to translate Service & Support requirements into prioritized system enhancements; coordinate UAT, business validation, release readiness, and adoption.
- Maintain Service Ops collateral on SharePoint and keep the Service Playbook current as processes evolve.
- Lead onboarding and offboarding for Service & Support team members, including team records, RingCentral, Service Resource setup, and Salesforce permission management.
- Act as a cross-functional liaison between Service Operations, Sales, and Commercial leadership, representing the voice of the field.
- Partner with the Manager, Global Customer & Service Operations to maintain the GSS operational roadmap, translating organizational priorities into defined programs, milestones, owners, dependencies, and measurable outcomes.
- Track Service & Support KPIs and identify opportunities to automate and improve data quality.
- Participate in product extension and new product introduction teams to scope and implement changes to business systems for product launches.
The role reports to the Manager, Customer Service and Operations and requires daily onsite presence in San Diego. Travel up to 10% may be required, and flexibility for non-regular business hours customer support is expected.
Requirements:
- Bachelor's degree or equivalent practical experience plus 3–5+ years in service operations, program management, or commercial operations, ideally in life sciences or medical device instrumentation.
- Hands-on Salesforce experience (cases, work orders, service resources).
- Experience with Jira or similar ticketing/project management systems.
- Strong meeting and program management skills across multiple recurring cadences.
- Excellent written and verbal communication skills, comfortable with executive-ready materials.
- Preferred: experience supporting a field service organization at a genomics or lab instrumentation company.
- Preferred: experience with service playbooks, onboarding SOPs, or team mergers/restructuring.
