Business Systems Lead_Customer Experience

ECORE•Lancaster, PA

29d•Hybrid

About The Position

The Business Systems Specialist supports the day effectiveness, improvement, and adoption of systems and processes used across Customer Experience (CX) and Sales Operations. This role collaborates closely with technology, system users, and cross‑functional partners to gather requirements, document workflows, support enhancements, and ensure data accuracy. The Specialist recommends process improvements, coordinates system changes, and supports communication and training needs related to technology updates. This role is ideal for someone who enjoys connecting People, Process, and Technology to make work easier, more efficient, and more consistent across teams.

Requirements

Associate’s degree in Business, Marketing, or a related field; or 5–7 years of equivalent professional experience.
3–5+ years of experience in Customer Service, Inside Sales, Sales Operations, Business Systems, or a related function.
Proven background in business systems, operations, or process improvement, with familiarity in CX and Sales Operations, including sales enablement and training.
Strong verbal and written communication skills, with the ability to collaborate effectively across diverse teams and stakeholders.
High level of persuasiveness, personal resilience, and positive interpersonal communication.
Experience with CRM platforms (Salesforce preferred), workflow tools, and/or automation solutions.
Ability to manage multiple priorities, clearly document processes, and support testing and validation activities.

Nice To Haves

Experience assisting with business cases or cost‑benefit analysis.
Project and/or management training (e.g., PROSCI).
Awareness of AI‑enabled productivity or modern automation tools.

Responsibilities

Systems & Process Support
Contribute to the CX & Sales Operations systems roadmap by documenting needs, identifying improvement opportunities, and helping evaluate potential solutions.
Translate business requirements into clear documentation for technology and project teams.
Support the testing, validation, and rollout of system enhancements and fixes.
Cross‑Functional Coordination
Partner with technology and business stakeholders to support medium‑complexity projects, enhancements, and process changes.
Facilitate requirements sessions, process mapping activities, and user feedback discussions.
Coordinate change management activities including communications, readiness, and training support.
Process Improvement
Identify process gaps and support improvements to workflows, handoffs, and user experience.
Maintain accurate and up‑to-date documentation of workflows, SOPs, and best practices.
Analyze upstream/downstream impacts of proposed changes and raise risks or considerations.
Data Governance & Quality
Lead governance activities to maintain accuracy and consistency of customer data.
Partner with technology, Sales Ops, and CX teams to troubleshoot data issues and uphold data quality standards.
Defining rules, validations, and guidelines that improve reporting and system integrity.
Communication, Adoption & User Support
Prepare communication materials related to releases, enhancements, or process updates.
Leads adoption planning including user guides, quick‑reference materials, and leads basic trainingAssist with user questions, troubleshooting steps, and basic system support needs.