Business Implementation & Support Specialist

Key ResponsibilitiesTraining & EnablementFacilitate role-specific training and SOP guidance during new brand onboardings, including group training sessions and one-on-one coaching for dispatchers, technicians, and office staff.

Develop, maintain, and continuously improve SOPs and training materials aligned with standardized platform workflows and enterprise technology standards.

Coordinate brand readiness activities prior to go-live, including data validation, user preparation, and completion of vendor and platform prerequisites.

Monitor post-go-live adoption by shadowing users, identifying knowledge gaps, and delivering targeted follow-up training.

Lead recurring, role-based support sessions to surface adoption challenges and resolve operational issues. Platform Operations & SupportManage platform configuration, including user permissions, business units, form creation, and pricebook administration.

Build and maintain operational reports and dashboards that enable leadership and brand managers to monitor key performance indicators such as conversion rates, membership metrics, and technician performance.

Continuously evaluate and optimize workflows to improve usability for brand teams while maintaining organization-wide standards.

Support the rollout of new tools and platforms across brands and corporate teams in partnership with the CTO.Own the internal help desk ticketing process, resolving Tier 1 and Tier 2 platform support requests and escalating issues to internal stakeholders or external vendors when required. Knowledge, Skills, and AbilitiesAdvanced proficiency with field service management or business operations platforms, including configuration, troubleshooting, and end-user training across functional workflows (ServiceTitan experience strongly preferred).Proven ability to train and coach users with varying levels of technical skill in a clear, patient, and professional manner.

Strong written communication skills with the ability to produce clear SOPs, internal communications, and technical documentation.

Demonstrated project coordination skills with the ability to manage multiple implementations or brand engagements simultaneously.

Comfort operating within a growing and evolving technology ecosystem and quickly learning new platforms.

Strong analytical skills with the ability to build reports and present findings in a clear, actionable format for operational leaders.