Platform Operations Manager

Description

Experience GuideStone!

We are an innovative organization that invests in the spiritual, relational, financial, physical and professional development of our employees. We have a culture that values excellence, teamwork, humility, integrity, compassion and stewardship.

 

What We Offer You!

We offer employees a generous benefits package, flexible work schedules, the opportunity to be involved in community outreach and tuition reimbursement.

 

 

The Platform Operations Manager leads the operating model and roadmap execution for enterprise enablement platforms, including Microsoft Dynamics CRM and a portfolio of enablement applications. This role translates business needs into prioritized initiatives, establishes governance and standards, and drives adoption, productivity, and platform health through effective stakeholder partnership, change management, and continuous improvement.

Platform Operations provides day-to-day administration, release readiness, and adoption enablement in partnership with the enterprise enablement scrum team. This role also provides people leadership for the Platform Operations Analyst.

We serve those that serve the Lord with the integrity of our hearts and the skillfulness of our hands (Psalm 78:72).
 

What You'll Do:

• Own platform operations strategy and roadmap execution across the CRM and enablement portfolio, balancing outcomes, risk, operational excellence, and user experience.

• Lead stakeholder intake and requirements discovery across advisors, financial consultants, relationship management, marketing, operations, and other enterprise teams; translate needs into prioritized work.

• Establish and maintain governance and standards for configuration, access/security roles, documentation, change control, and lifecycle management.

• Define and apply decision rights for primary platforms (Outreach, Seismic, Scribe, Calendly), including approving configuration standards and changes within established controls; for CRM, provide recommendations and partner with the Platform Owner and scrum team for execution.

• Own administration and optimization for Outreach, Seismic, Scribe, and Calendly (configuration, permissions, templates/workflows, standards, enablement content organization, and operational support practices).

• Coordinate release/change management across the portfolio (planning, testing/UAT support, rollout readiness, communications, training readiness, and adoption reinforcement).

• Manage intake-to-delivery operations using the ticketing/project tracking system; ensure effective triage, prioritization, status communication, and trend visibility.

• Oversee portfolio health and performance (adoption patterns, support trends, process adherence, and data quality signals where applicable) and drive continuous improvement.

• Manage integrations/dependencies across platforms (e.g., Outreach & CRM; Seismic & CRM workflows) to support reliable processes and consistent usage.

• Ensure primary platforms align with data stewardship, audit, and compliance expectations through standards, documentation, access controls, and change records.

• Coordinate issue resolution across vendors, scrum teams, and business partners; drive root-cause remediation for recurring issues.

• Support vendor/contract management activities, including operational reviews and renewal/licensing inputs.

• Provide executive-ready updates on progress, risks, and opportunities to Platform Management leadership and key stakeholders.

• Perform other duties as assigned.

Supervisory Responsibilities and/or Relationships

• Directly supervise the Platform Operations Analyst (goals, prioritization, coaching, feedback, development planning).

• Manage team capacity and workload planning to balance roadmap delivery, releases, and support commitments.

• Lead workgroups/process reviews and coordinate across stakeholders, project teams, and delivery teams as appropriate.

What You'll Need:

• Bachelor’s degree required; Master’s degree preferred.

• Progressive experience (5+ years) in CRM/business systems, platform operations, sales operations, enablement, or product management roles.

• Microsoft Dynamics CRM experience in an enterprise environment; Dynamics certification preferred.

• Demonstrated experience owning administration and optimization of enablement platforms (Outreach, Seismic, Scribe, Calendly), including governance, configuration, change/release management, and adoption strategy.

• Experience delivering iterative improvements using Agile/Scrum practices in partnership with delivery teams.

• People leadership experience (4+ years preferred), including coaching, prioritization, and performance feedback.

• Strong stakeholder management, communication, analytical, and prioritization skills; able to present decision-ready recommendations and tradeoffs.

• Strong documentation and enablement skills (standards, SOPs, job aids, communications).

• Travel up to 5% annually; maintain confidentiality regarding business matters.

 

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