Business Operations Lead

Location(s):
Franklin, TN

Job Schedule:

Full-time, Hybrid (4 days on-site)

Education Requirement:
Bachelors Degree

Sponsorship:
No

Come Drive Innovation with Us. We are currently looking for a Technical Business Operations Lead (BOL) to join our team in Franklin, TN.

The Technical Business Operations Lead (BOL) owns operational governance for a product team, multiple products, or a broader product portfolio. This role is responsible for driving operational excellence, automation, vendor alignment, and resilience strategies across the organization.

As a key advisor, the BOL partners closely with product, business, and technology teams to shape operational strategy and ensure seamless execution. This individual plays a critical leadership role during incident management, acting as the bridge between business and operations, while maintaining ownership of operational communications and business continuity.

This is a highly strategic and hands‑on role that influences sourcing strategy, vendor performance, and run‑the‑business (RTB) budgeting—ensuring alignment with organizational priorities and long‑term scalability.

• Own and govern operational standards across product delivery teams, ensuring alignment with ITSM best practices.

• Lead incident response efforts (major and minor), including identification, investigation, resolution, root cause analysis (RCA), and executive‑level communications.

• Act as the primary liaison between business and operations during Service Restoration (SRT) incidents, partnering closely with Incident Commanders.

• Assess business impact of outages and incidents, determining severity and communicating criticality to stakeholders.

• Facilitate post‑incident reviews and drive continuous improvement through root cause analysis and prevention strategies.

• Develop and distribute incident reports, including executive summaries, action plans, and follow‑ups.

• Drive automation and self‑healing initiatives to improve operational efficiency and reduce manual intervention.

• Monitor and manage operational services to ensure high availability and strong customer experience.

• Identify operational gaps and partner with delivery teams to implement both interim solutions and long‑term fixes.

• Mentor team members and establish best practices for operational integration within product delivery.

• Partner with Business Relationship Managers, Architects, and Product Teams to proactively identify and resolve operational inefficiencies.

• Develop operational risk assessments for new product launches and ensure disaster recovery plans meet expectations.

• Contribute to RTB budget planning and vendor strategy, recommending improvements based on incident trends and performance insights.

• Lead vendor discussions, contract alignment, and sourcing strategy to ensure partners meet organizational goals.

• Support RFP/RFI development and evaluate vendors to identify optimal solutions and partnerships.

• Collaborate with architecture teams to define current and future‑state domain architecture.

• Align sourcing strategies and operational plans with financial goals, optimizing vendor spend and service delivery.

• Work cross‑functionally with leadership, program managers, and vendor partners to drive accountability and continuous improvement.

• 5+ years of experience in IT operations or service management, preferably in a product‑centric environment.

• 2–5+ years of experience in a strategic leadership role influencing operations, product, or cross‑functional teams.

• Bachelor’s degree in a related field required.

• Strong expertise in ITIL frameworks, ITSM lifecycle, and service management processes (incident, problem, change, availability, knowledge management, etc.).

• Experience with ITSM tools (e.g., Service Now), automation platforms (e.g., Ansible, Pager Duty), and reporting tools (e.g., Power BI).

• Solid understanding of cloud architecture, infrastructure operations, and modern IT practices.

• Proven experience in vendor management, contract negotiation, and sourcing strategy within a shared services environment.

• Ability to lead complex…