At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers. We do this by giving smart, creative, passionate people opportunities to create awesome. And that's where you come in: The Principal Business Operations Manager at Instructure, Inc. will lead strategic initiatives, optimize operational processes, and drive cross-functional alignment to enhance efficiency and effectiveness across the organization. This role requires a blend of strategic thinking, analytical prowess, and strong leadership to support Instructure's continued growth and success. What you will do: - Lead and manage complex operational projects from conception to completion, ensuring timely delivery and measurable impact. - Analyze existing business processes, identify inefficiencies, and design and implement solutions for optimization and automation. - Develop and monitor key performance indicators (KPIs) and operational metrics to track progress, identify trends, and inform strategic decision-making. - Collaborate closely with senior leadership across various departments (e.g., Sales, Marketing, Product, Engineering, Finance) to align operational strategies with overall business objectives. - Drive the adoption of best practices in operational management and continuous improvement methodologies (e.g., Lean, Six Sigma). - Facilitate cross-functional communication and collaboration to ensure seamless execution of operational initiatives. - Prepare and present detailed reports and recommendations to executive stakeholders, summarizing project status, performance, and strategic implications. - Mentor and guide junior team members, fostering a culture of operational excellence and continuous learning. - Evaluate and recommend new technologies and tools to enhance operational capabilities and productivity. - Manage vendor relationships and evaluate third-party solutions to support operational needs. What you will need to know/have - Bachelor's degree in Business Administration, Operations Management, Finance, or a related quantitative field. Master's degree (MBA) preferred. - 10+ years of progressive experience in business operations, strategic operations, or management consulting, preferably within the SaaS or technology industry. - Proven track record of successfully leading and executing complex operational projects that delivered significant business impact. - Expertise in process improvement methodologies (e.g., Lean, Six Sigma) and change management principles. - Strong analytical skills with the ability to interpret complex data, identify trends, and make data-driven recommendations. - Exceptional communication and interpersonal skills, with the ability to effectively influence and collaborate with stakeholders at all levels. - Advanced proficiency in project management software, data analysis tools (e.g., SQL, Tableau, Excel), and CRM/ERP systems (e.g., Salesforce). - Demonstrated ability to think strategically, solve complex problems, and adapt to a fast-paced, dynamic environment. - Strong leadership capabilities with experience in mentoring and developing team members. - Prior experience working in an agile environment is a plus. Get in on all the awesome at Instructure! We offer competitive, meaningful benefits in every country where we operate. While they vary by location, here's a general idea of what you can expect: - Competitive compensation, plus all full-time employees participate in our ownership program - because everyone should have a stake in our success. - Flexible work culture. Our remote, hybrid and in-office collaboration spaces vary by role, team and location. - Generous time off, including local holidays and our annual “Dim the Lights” period in late December, when teams are encouraged to step back and recharge based on departmental needs. - Comprehensive wellness programs and mental health support - Annual learning and development stipends to support your growth - The technology and tools you need to do your best work - Motivosity employee recognition program - A culture rooted in inclusivity, support, and meaningful connection We believe in hiring great people and treating them right. The more diverse we are, the better our ideas and outcomes. Instructure is an Equal Opportunity Employer. We comply with applicable employment and anti-discrimination laws in every country where we operate. All employees must pass a background check as part of the hiring process. To help protect our teams and systems, we’ve implemented identity verification measures. Candidates may be asked to verify their legal name, current physical location, and provide a valid contact number and residential address, in accordance with local data privacy laws. Any attempt to misrepresent personal or professional information will result in disqualification.

• Reporting to the Program Director, this supervisory role guides team members in maintaining contractual obligations and compliance with federal regulations. • A successful candidate will manage core PMO governance and administration, including invoicing, reporting, document quality, systems management, onboarding/offboarding, audit compliance, and serve as the program’s primary support contact. • The position requires exceptional leadership skills and comprehensive knowledge of government contracting provisions to effectively direct staff and operations. • Governance includes coordinating program-wide risk and issue management, driving regular reviews and supporting mitigation strategies. • Utilize superior communication skills to oversee the delivery of complex issues, reports, and deliverables to government counterparts while providing strategic direction across organizational components. • In this leadership position, the Business Operations Specialist directs the evaluation and optimization of existing procedures and processes to increase program efficiency and address contractual issues. • The specialist supervises the coordination of task order changes including proposal pricing, financial forecasting and scheduling, and budgeting while directing government-compliant invoicing and accurate labor reporting processes. • This role involves providing daily supervision of the Business Operations Staff and overseeing the creation and maintenance of program reporting mechanisms for each contract year. • The specialist leads coordination efforts with customer agencies for all onboarding and security requirements, including security clearance documentation. • As a senior team member, the specialist supervises the technical liaison functions between the company and federal agencies, guiding staff in maintaining comprehensive documentation of all contract activities.

Our Purpose Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we're helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential. Title and Summary Director, BizOps About Mastercard: At Mastercard technology, we work to connect and power an inclusive, digital economy that benefits everyone, everywhere, by making transactions safe, simple, smart, and accessible. Using secure data and networks, partnerships, and passion, our innovations and solutions help individuals, financial institutions, governments, and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team - one that makes better decisions, drives innovation, and delivers better business results Technology at Mastercard: What we create today will define tomorrow. Revolutionary technologies that reshape the digital economy to be more connected and inclusive than ever before. Safer, faster, more sustainable. And we need the best people to do it. Technologists who are energized by the challenges of a truly global network. With the talent and vision to create the critical systems and products that power global commerce and connect people everywhere to the vital goods and services they need every day About the Role: We are looking for a dynamic and experienced Triage and Collaboration People Manager to lead a high-performing team responsible for customer tickets triage, cross-functional coordination, and operational response. This role requires a strong technical foundation, excellent leadership skills, and a passion for driving continuous improvement in ticket resolution response and collaboration workflows. This group is involved in handling customer work-orders, resolving issues, and coordinating with other teams to ensure a positive customer experience. The group on daily basis has key responsibilities of triaging incoming requests, escalating complex issues, and collaborating with internal teams like business operations, customer technical services, program and product development. See the big picture and help create and enforce standards and practices that help our customers have smooth run. Key Responsibilities: Lead, mentor, and develop a team of triage engineers and collaboration specialists. Conduct regular 1:1s, performance reviews, and career development planning. Foster a culture of accountability, empathy, and continuous learning. Oversee the triage of incoming tickets, ensuring timely categorization, prioritization, and routing. Ensure adherence to SLAs and escalation protocols. Act as an escalation point for high-severity and high-priority tickets. Champion collaboration tools and practices (e.g., Slack, Teams, Confluence) to improve communication and transparency. Define and refine triage workflows, escalation paths, and documentation standards. Analyze ticket trends and team performance metrics to identify areas for improvement. Report on KPIs and operational health to senior leadership. Maintain clear and effective communication with stakeholders, providing updates on issue status and resolution progress. Ensure to have an updated knowledge base articles and internal documentation to improve self-service capabilities and ensure consistent information delivery. Maintain accurate and detailed records of triaged issues in the ticketing system. Drive initiatives on process improvements to streamline triage and collaboration workflows, enhancing efficiency and customer satisfaction. Identify toils and submit with clear ownership and expected benefit Required Technical Skills Understanding of Linux and process of troubleshooting issues Understanding of Database concepts (Oracle, SQL, Mongo) Understanding of observability and purpose of tools like Splunk, Dynatrace, Prometheus, or Datadog. Experience in ITSM practices with knowledge on incident management and service desk operations will be good Understanding of Ticketing system and workflows in a large corporate setting. Experience in using reporting tools like Domo; Project management tool like Jira; Documentation, communication and collaboration tool like Confluence is a must Required General Skills: Experience managing distributed or remote teams. 2+ years of experience in a people management or team lead role. Critical thinking skills and a proactive approach to problem-solving. Capability to embrace challenging opportunities, while effectively contributing as a member of a diverse, geographically dispersed, and matrix-structured project team Balances swift issue resolution with long-term process improvement, demonstrating flexibility and a pragmatic approach to team and workflow health. Strong verbal and written communication skills, including the ability to explain technical issues to non-technical audiences. Excellent in conflict resolution and stakeholder management skills. Comfortable collaborating with cross-functional teams to ensure that expected system behavior is understood, and monitoring exists to detect anomalies ITIL or PMP certifications would be added advantage Corporate Security Responsibility All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must: - Abide by Mastercard's security policies and practices; - Ensure the confidentiality and integrity of the information being accessed; - Report any suspected information security violation or breach, and - Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines.

• Lead Advancement Organizational Design Engagements: Advise clients on how to structure, staff, and evolve their advancement functions — including org design assessments, role clarity and accountability frameworks, and operating model recommendations for development, alumni relations, and advancement services teams. • Drive Business Process Improvement: Lead current-state assessments and future-state redesigns across core advancement workflows including gift processing, prospect management, donor relations, stewardship, and campaign operations — with a focus on operational effectiveness and alignment to institutional strategy. • Shape Advancement Strategy: Collaborate with VP- and AVP-level advancement leaders to define operational vision, prioritize improvement initiatives, and build roadmaps that connect organizational capability to fundraising and engagement goals. • Facilitate Stakeholder Alignment: Lead workshops, working sessions, and executive briefings to surface priorities, navigate competing perspectives, and build the internal consensus needed to drive meaningful organizational change. • Advise on Technology Fit and Process Enablement: Help clients evaluate how their advancement platforms — such as Salesforce Education Cloud / NPSP, Blackbaud Raiser’s Edge NXT, or Ellucian Colleague Advancement — can better support redesigned processes and organizational structures, without leading from a technology-first perspective. • Collaborate Across Practices: Partner with Attain’s change management, training, ERP, and technology teams to deliver integrated solutions that address the full scope of institutional transformation. • Contribute to Practice Development: Support methodology development, thought leadership, proposal efforts, and internal capability building within the higher education advancement practice. • Lead and/or support business development efforts • Lead and/or support proposal development and solution design in support of new and expanded client work