Who you are

• Experience building reliable processes and managing workflows - preferably in regulated industries, call centers, or customer service operations
• Strong project management skills with a record of driving transformation without direct people management
• Data-driven mindset and analytical skills (Excel/Sheets, Looker, BI tools, etc.)
• Confidence in partnering with product, engineering, and automation teams; able to bridge technical and business needs
• Experience acting as a trusted advisor or “right hand” to senior leadership, with the ability to step up and own outcomes
• Effective communicator and influencer, comfortable working across departments and presenting to leadership
• Familiarity with internal systems, automation, and identifying process improvement opportunities
• Open to diverse backgrounds - operational rigor and execution are more important than titles
• Experience in utilizing automation tools like Robotic Process Automation, AI-powered Optical Character Recognition and process automation

What the job involves

• We’re looking for a Principal, Strategic Operations to drive operational excellence, automation, and process optimization across Certn’s global business
• In this high-impact, hands-on role, you’ll bridge operations and product teams, champion data-driven decision-making, and help shape scalable systems that fuel our next phase of growth
• You’ll work closely with Operations Leadership, product, data, and automation teams to execute critical projects, enable operational clarity, and reduce manual work
• This is an individual contributor role with significant influence - ideal for someone who can own outcomes, manage cross-functional relationships, and drive results at scale
• This role will lead and execute high-impact projects to improve operational scalability, reduce friction, and enable sustainable growth
• You’ll scope, plan, and deliver initiatives that directly support Certn’s business objectives
• Own RAID logs to track risks, assumptions, issues, and dependencies, ensuring blockers are escalated and resolved
• Leverage data from multiple sources (including Looker and BI tools) to uncover trends, inform workforce optimization, and guide resource planning. Build dashboards and reporting tools to surface key metrics
• Collaborate with stakeholders and technical teams to identify opportunities for process improvement, gather requirements, and design and implement solutions that minimize manual tasks and enable automation
• Influence and align teams across global operations, product, data, and compliance. Partner with our in-house AI specialist and automation leaders to deliver impactful solutions
• Develop and roll out workflows, KPIs, and scalable operating models. Ensure consistency and reliability as we expand, and document improvements for ongoing knowledge sharing
• Contribute to the design and implementation of global operating models that enable business growth across regions
• Prepare executive-level materials, reports, and presentations to communicate priorities, project outcomes, and operational insights
• Serve as an extension of operations leadership, empowered to escalate blockers and drive cross-functional accountability

Benefits

• 4 weeks paid vacation
• 12 wellness days
• Extensive health benefits
• Family support program (including support for new parents and caregivers)
• Remote-first and support for flexible remote arrangements
• Green transportation allowance
• Fitness & wellness allowance
• Work from home allowance
• Professional development Budget
• And a few more goodies!