Business Systems Enablement Lead

At ActiveOps, we believe the ability to make every decision – the right decision, at the right time, will transform operations. Our blend of AI and human intelligence delivers the most complete and useful set of predictive and prescriptive insight to help service operations make better decisions - faster.

Role purpose

Ensure every function across the ActiveOps customer lifecycle has accurate data, trusted content, and clear standards to do their job well.

This role is the interface between the team who builds and maintains our CRM and knowledge management systems, and the business functions that use these services. It is the single point of contact for data, reporting, and collateral requests, and the first line of triage for system support. It works with data and content owners from the business functions to ensure quality and accessibility of information.

Skills and qualifications

Must have

• Experience working within a CRM environment with enough system literacy to distinguish a data problem from a configuration issue
• Strong data analysis and quality skills, comfortable with large datasets and
• Experience building or maintaining reporting dashboards
• Strong communication and stakeholder management skills, flexibility to work globally and collaborate across a variety of business functions
• Highly organised with the ability to manage multiple workstreams simultaneously
• Self-starter who takes ownership and follows through without close supervision

Desirable

• Experience with Microsoft Dynamics 365, SharePoint, or a comparable CRM/ERP platform
• Familiarity with knowledge management principles or content governance
• Background in a CRM analyst, business analyst, or operations analyst role

Role responsibilities

Data quality/governance for CRM and knowledge management systems

• Own data quality and integrity across the customer lifecycle in Microsoft Dynamics (MSD)
• Define and maintain shared data standards and definitions across all functions
• Monitor adherence to standards and escalate exceptions to functional data owners without taking on their ownership
• Support data completion following system changes by agreeing correction plans with functions, maintaining oversight and escalating where needed
• Maintain data lineage documentation across systems
• Work with Data Engineering to ensure MSD data is accurately represented in Databricks and other reporting platforms

CRM Reporting and dashboards

• Build and maintain MSD-native dashboards in Dynamics covering function and region-specific reporting
• Establish and maintain reporting standards for all MSD-native dashboards across regions and functions
• Act as first point of contact for all reporting requests, handling MSD-native requests directly and redirecting AO-wide requests to Data Engineering
• Investigate and resolve reporting anomalies, working with the Business Systems Lead where system changes are needed

Knowledge management and collateral

• Manage the content lifecycle for all ActiveOps trusted content across all functions, ensuring materials are correctly located, permissioned, and archived
• Coordinate content review and approval with functional owners to keep materials current and trusted
• Manage access and permissions for the knowledge management platform and MSD, including external users such as partners, coaches, and contractors
• Own the collateral lifecycle for customer-facing materials across all functions without owning content creation
• Develop, maintain and communicate document management standards to ensure the business understands how knowledge should be stored and shared

CRM integrations

• Maintain visibility of all systems and tools that touch or integrate with MSD, ensuring integrations are documented and gaps are flagged
• Act as the relationship owner between Business Systems and Data Engineering

Enablement and liaison

• Act as single point of contact for all data, reporting, and collateral requests across the customer lifecycle
• Capture and translate business requirements for system or data changes into clear specifications for the Business Systems Lead without directly configuring Dynamics
• Train and enable teams on data standards, reporting tools, and lifecycle processes to build self-sufficiency
• Gather and triage feedback on data, content, and system gaps, feeding into the Business Systems roadmap

Support and intake

• Triage incoming support requests, resolving data and content issues directly or escalating configuration issues to the Business Systems Lead
• Classify all requests and manage the review process accordingly
• Maintain the Business Systems intake log, keeping all requests visible, prioritised, and communicated back to the requester
• Responsible for communicating change to all affected functions clearly and promptly