Role Description The Business Operations Lead is the operational right hand to the Head of People & Culture. You will own the day-to-day execution that keeps HR administration, onboarding, documentation, systems, and basic reporting running smoothly across the organization. Think of this role as the level just below a Chief of Staff: not strategic ownership, but the operational backbone that makes the entire function run. The ideal candidate is highly organized, proactive, tech-savvy, and comfortable executing across multiple workstreams in parallel. You think in systems, you build clean documentation, you keep tools and records on point, and you take initiative without waiting to be asked. You enjoy being the person who quietly makes everything work. This is not a strategy role and it is not a recruiting role. It is hands-on operational execution across HR administration, system maintenance, onboarding coordination, and basic payroll reporting. If you are looking for a People Operations execution role inside a high-growth DTC company, this is it. What You Will Own - HR Administration Support - Support the Head of People & Culture across day-to-day HR administration. - Process employee documentation, contract changes, and HR communications. - Maintain employee records accurately and in compliance with internal standards. - Coordinate policy acknowledgments and HR-related sign-offs. - Keep employee files organized and audit-ready in BambooHR. - Onboarding Execution - Own the operational side of new hire onboarding across all roles and locations. - Coordinate system setup: BambooHR, Google Workspace, Slack, Asana, role-specific tools. - Ensure contracts, offer letters, and compliance documentation are signed and filed on time. - Schedule onboarding calls, orientation sessions, and culture briefings. - Run 30, 60, and 90 day check-in cadences with new hires. - Track onboarding completion metrics and flag bottlenecks. - Documentation and Process Maintenance - Build and maintain SOPs, policies, training materials, and internal documentation. - Keep onboarding materials, templates, and process docs current and accessible. - Document recurring workflows so they can be repeated by anyone on the team. - Support culture initiatives and internal communication campaigns. - Systems Administration - Keep BambooHR, Asana, Google Workspace, Slack, and supporting tools on point. - Maintain accurate employee data, access permissions, and user provisioning across systems. - Configure and update HR workflows, automations, and integrations. - Troubleshoot basic system issues and escalate complex ones appropriately. - Payroll and Reporting Support - Pull and prepare basic payroll reports for review by Finance and Allison. - Support monthly payroll input coordination, including consolidation of changes and updates. - Track contractor renewal dates, agreement expirations, and documentation status. - Flag payment discrepancies, missing documentation, or compliance issues immediately. - Project Management and Operational Support - Drive execution of People & Culture and Business Operations projects in Asana. - Follow up with stakeholders to ensure deliverables and deadlines are met. - Maintain project visibility, milestones, and accountability. - Support implementation of operational changes, new systems, and process improvements. - AI and Automation - Use AI tools such as Claude and ChatGPT to improve documentation, communications, and reporting. - Identify opportunities for automation across HR and operational workflows. - Support basic reporting, dashboards, and data tracking in BambooHR and Google Sheets. - Events and Engagement Support - Coordinate employee engagement initiatives and virtual events. - Support logistics for meetings, off-sites, and company-wide activities. - Manage employee perks programs and culture-related initiatives. Qualifications - 4+ years of experience in HR Operations, People Operations, Business Operations, or HR Administration roles. - Hands-on experience administering an HRIS platform (BambooHR, HiBob, Rippling, Personio, Deel, Gusto, or similar) as the primary admin or a power user. - Hands-on experience with project management tools (Asana, Monday.com, ClickUp) in an operational or HR context. - Experience coordinating onboarding processes end-to-end (post-signature: system setup, documentation, orientation, first 30/60/90 days). - Experience supporting payroll reporting, contractor administration, or basic payment workflows. - Excellent written and spoken English, advanced or native level. - Advanced proficiency with Google Workspace (Docs, Sheets, Drive). - High ownership, accountability, and follow-through without constant supervision. - Comfortable operating independently in a fast-paced, async-first environment. - Available 8:00 AM to 6:00 PM EST, Monday through Friday. Preferred - Experience using AI tools (Claude, ChatGPT) for HR documentation, communications, or workflow optimization. - Experience working in remote, globally distributed teams across multiple time zones. - Experience building SOPs, policies, or training documentation from scratch. - Experience in startups, high-growth companies, or remote-first organizations. - Familiarity with DTC, e-commerce, or health and wellness industries. - Experience supporting employee engagement programs, off-sites, or virtual events. What This Role Is Not - This is not a recruiting or talent acquisition role. Sourcing, screening, and interviewing candidates is not part of the scope. - This is not an HR Business Partner strategic role. People strategy, performance management design, and compensation framework decisions sit with the Head of People & Culture. - This is not an end-to-end payroll ownership role. Payroll is processed by Finance; this role supports reporting and coordination. Benefits - Fully remote position based in LATAM, Central America, or the Caribbean, with EST coverage required. - Monthly USD compensation paid via Wise on a contractor basis. - Performance-based bonus structure tied to operational milestones. - Structured reviews at 30, 60, and 90 days, followed by quarterly performance cycles. - Paid time off, accrued and reset on your work anniversary. - Marriage leave. - Bereavement leave for immediate family. - Parental leave, including adoption, for both primary and secondary caregivers. - Local public holidays per your country of residence. - Welcome gift on joining. - Company-funded computer allowance once a tenure milestone is reached. - Monthly wellness stipend covering things like gym, therapy, childcare, cleaning services, or home ergonomics. - Birthday gift card. - In-country team meetup allowance once per year. - Direct collaboration with leadership, with real ownership over operational execution from day one. - A high-growth, remote-first, async-first environment that rewards proactive thinking and output. - Exposure to scaling a 150-person global organization across 15+ countries. - Career growth within an Individual Contributor track that values expertise as much as management progression.

• Own ARI operations end-to-end—rate validation, parity defense, gap closure, and at-risk inventory—building the reporting frameworks and team rhythms that keep Engine’s supply healthy and measurable. • Define and execute connectivity strategy across PMS, CRS, GDS, channel managers, and 3rd-party routing systems—identifying what integrations are buildable and surfacing prioritized options to Product and Engineering. • Lead Supply API integration programs from scoping through production, coordinating across Engineering, Product, and Supply to drive reliability, reduce booking failures, and scale the supplier network. • Serve as the operational backbone for Relationship Managers supporting Chain and Supplier connectivity—translating commercial needs into integration requirements and ensuring new connectivity lands with full operational readiness. • Run complex, cross-functional programs with rigor—clear ownership, structured escalation paths, executive visibility, and a relentless focus on delivery. Keep the team on track internally and keep partners aligned externally.

Your role at DynatraceWe are seeking a strategic and operational leader to oversee vendor relationships supporting the Business Systems function. This role will manage vendor engagements and drive operational excellence across a portfolio of enterprise platforms including Salesforce (SFDC), SAP, NetSuite (NS), Boomi, Gong and Snowflake. The ideal candidate will bring a blend of vendor management expertise, process optimization, and technology fluency to support scalable and resilient operations. Key Responsibilities: Vendor Relationship Management - Acts as primary liaison between internal stakeholders and the vendor, driving governance, performance management, and continuous improvement. - Oversee contract adherence, performance tracking, and escalation management. - Facilitate Quarterly Business Reviews (QBRs) and ensure alignment with strategic goals. - Support onboarding and enablement of vendor teams, including knowledge transfer and documentation. - Design and manage a tiered support model (L1/L2) with defined escalation paths, RACI matrices, and SLO targets per severity. - Oversee a follow-the-sun operating model with vendor resources in the Philippines, India, and United States. - Define and operationalize phased coverage models Operational Excellence - Define and implement operational workflows and support models, leveraging ITIL and DevOps principles in partnership with vendor. - Establish and monitor Service Level Objectives (SLOs) and Service Level Agreements (SLAs). - Oversee weekly Salesforce release cycles, environment refreshes, and application upgrades in coordination with the vendor DevOps Team - Develop and maintain dashboards and reporting frameworks for operational metrics across SFDC, SAP, Gong, NS, Boomi, and Snowflake. - Identify opportunities to streamline processes using automation and AI technologies. Governance & Compliance - Ensure vendor operations comply with internal policies and external regulations. - Partner with internal audit and compliance teams to support periodic reviews and risk assessments. Continuous Improvement - Lead initiatives to improve vendor performance, cost efficiency, and service quality. - Stay current with industry trends and emerging technologies to inform strategic decisions - Support DevOps transformation initiatives including CI/CD pipeline modernization (Copado), source format migration, and repository management. - Drive automation initiatives across the support lifecycle, including AI-powered ticket triage, workflow automation, and self-service enablement, to reduce manual effort, accelerate resolution times, and improve service quality. Budget - Manage contract terms, renewals, and amendments. - Track consumption, usage, and budget alignment; provide monthly reporting on vendor performance and spend. This is a remote eligible position. Candidates who sit within a 45 mile radius of Boston, MA; Denver, CO; Detroit, MI will be required to work hybrid (2 days per week in office). All candidates will be required to work EST hours. What will help you succeedMinimum Requirements - 7+ years of proven experience managing IT vendor relationships in a technology or business systems environment. Preferred Requirements - Strong understanding of operational frameworks (ITIL, DevOps) and performance management. - Experience with automation platforms and AI-driven process optimization. - Familiarity with enterprise platforms such as SFDC, SAP, Gong, NS, Boomi, and Snowflake. - Excellent communication, negotiation, and stakeholder management skills. - Ability to work in a fast-paced, matrixed organization with global teams. - Experience managing follow-the-sun support models across multiple geographies. - Experience with SOX ITGC compliance in a SaaS/enterprise application environment. Why you will love being a Dynatracer - A one-product software company creating real value for the largest enterprises and millions of end customers globally, striving for a world where software works perfectly. - Working with the latest technologies and at the forefront of innovation in tech on scale; but also, in other areas like marketing, design, or research. - A team that thinks outside the box, welcomes unconventional ideas, and pushes boundaries. - An environment that fosters innovation, enables creative collaboration, and allows you to grow. - A globally unique and tailor-made career development program recognizing your potential, promoting your strengths, and supporting you in achieving your career goals. - A truly international mindset that is being shaped by the diverse personalities, expertise, and backgrounds of our global team. - A relocation team that is eager to help you start your journey to a new country, always there to support and by your side. - Attractive compensation packages and stock purchase options with numerous benefits and advantages. Compensation and RewardsDOE, salary $XXK - $XXK, plus Health, Dental, Life, STD, LTD, 401K, PTO. Total compensation may vary depending on candidate experience/education and location. Equal Employment OpportunityAll your information will be kept confidential according to EEO guidelines. We offer competitive compensation, company-sponsored premium benefits, medical, dental, vacation/holidays, company matching 401(k) Plan, etc. Dynatrace is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities, age, sexual orientation, creed, disability status, veteran status, pregnancy, genetic status, or any other characteristic protected by law. If your disability makes it difficult for you to use this site, please contact careers@dynatrace.com. Dynatrace participates in E-Verify, participant information in English and Spanish. Right to work information in English and Spanish. EEO is the Law. To be considered for this position, please upload your resume/CV.

• Create the end-to-end Goodwill program inclusive of designing the program strategy, creating the operational design and implementation frameworks as well as driving all monitoring and optimization efforts. • Be the main point of contact driving core product and policy initiatives related to how we extend goodwill to customers. • Define and lead strategy and roadmap for the CS Goodwill Program, balancing priorities against business and financial goals. • Build an operating management system to track program performance across a global network of partner sites. • Drive a culture of continuous operational improvement through continuously fine tuning the goodwill program initiatives and practices. • Establish Metrics to measure the success of the goodwill initiatives and continuously tune the initiatives to improve customer satisfaction and meet financial targets. • Drive the Goodwill budget targeting process in partnership with finance to ensure the proper budget target setting and adherence. • Report out on the operational effectiveness of the Goodwill programs across a global business using data driven insights and decision making. • Assess and mitigate risks associated with goodwill practices, ensuring that all goodwill strategies comply with business policies. Report on usage audits with tight collaboration with key partners across Delivery, Analytics and Finance. • Liaise with Community Support teams to implement and monitor goodwill programs. Provide leadership program performance health readouts. • A proven track record of managing programs across outsourced partnerships through collaboration with multiple cross functional teams including Service Delivery, Partner Strategy, Trust, Legal, Product Management, Finance and Analytics. Able to instill accountability and discipline, rigor, and process throughout an organization.