Senior Central Operations Manager, AM Tooling & Digital Transformation – Expansion Central Ops

About the Role The Expansion Central Ops team is a global sub-function within Delivery Commercial Operations (DCO). We are the "Scale Engine" for the Account Management (AM) organization. Our mission is to empower every Account Manager to maximize their portfolio's growth at scale by ruthlessly eliminating capacity and operational friction, while building the unified tooling and operational infrastructure that enables them to save time and multiply their market impact. Whether optimizing workflow efficiency, strategic capacity allocation, or portfolio value execution, this team ensures that global AM segments (SMB, Enterprise, and Global Brands) can transition from a reactive operational state to a proactive, high-velocity commercial growth model. How do we replace friction with flow through technology? As a Senior Central Operations Manager focusing on AM Tooling & Digital Transformation, you are a key architect of the daily digital experience for our Account Managers. Your mission is to move beyond routine tool maintenance into continuous operational innovation—eliminating software friction by equipping AMs with integrated insights and streamlined workflows. You will help build and scale the "Unified Workspace," ensuring our tech stack empowers AMs to focus on high-value commercial impact. What You’ll Do Participate in "build vs. buy" evaluations and operational user res [... source excerpt omitted ...] neration AM workspace enhancements, aligning commercial workflow needs with technical capabilities Partner closely with Tech, Product, and RevOps teams to define operational user requirements, prioritize software enhancements (e.g., Gainsight/CRM tools), and streamline front-line interface workflows Identify opportunities to consolidate single-use legacy applications into unified interfaces, measurably reducing system fragmentation and clicks-to-action for field teams Design and execute Go-To-Market (GTM) adoption strategies, training playbooks, and change management frameworks for new software rollouts to maximize field adoption and tool CSAT/NPS Track tool adoption rates, featu [... source excerpt omitted ...] in Excel/Google Sheets to analyze system adoption, diagnose user friction points, and measure tooling performance Bachelor’s degree or equivalent practical experience Preferred Qualifications Hands-on experience working with CRM systems (e.g., Salesforce) or Customer Success / AM platforms (e.g., Gainsight) Proven track record of leading end-to-end operational or tech implementation projects, including milestone management, risk mitigation, and tracking deliverables against key business metrics Direct experience acting as a bridge between commercial users and Product/Engineering teams, collecting user feedback, and shaping UI/UX requirements Proven track record of executing tool