Lead – PS Enablement & Systems, CoE

Zenoti provides an all-in-one, cloud-based software solution for the beauty and wellness industry. Our solution allows users to seamlessly manage every aspect of the business in a comprehensive mobile solution: online appointment bookings, POS, CRM, employee management, inventory management, built-in marketing programs and more. Zenoti helps clients streamline their systems and reduce costs, while simultaneously improving customer retention and spending. Our platform is engineered for reliability and scale and harnesses the power of enterprise-level technology for businesses of all sizes

Zenoti powers more than 30,000 salons, spas, medspas and fitness studios in over 50 countries. This includes a vast portfolio of global brands, such as European Wax Center, Hand & Stone, Massage Heights, Rush Hair & Beauty, Sono Bello, Profile by Sanford, Hair Cuttery, CorePower Yoga and TONI&GUY.

Our recent accomplishments include surpassing a $1 billion unicorn valuation, being named Next Tech Titan by GeekWire, raising an $80 million investment from TPG, ranking as the 316th fastest-growing company in North America on Deloitte’s 2020 Technology Fast 500™. We are also proud to be recognized as a Great Place to Work CertifiedTM for 2021-2022 as this reaffirms our commitment to empowering people to feel good and find their greatness. To learn more about Zenoti visit: https://www.zenoti.com

We’re looking for a results-oriented and innovation-focused professional to join our Professional Services Center of Excellence (CoE) as Lead – PS Enablement & Systems. This role will take ownership for scaling and continuously improving how our Professional Services (PS) teams deliver value to customers.

You’ll work closely with the Services Operations team to enhance delivery tools, optimize systems and processes, streamline data flows, and implement AI-driven solutions that improve operational efficiency and elevate the customer experience.

Key Responsibilities

Tool & Process Ownership

• Drive structured problem-solving by breaking down complex challenges, prioritizing opportunities, and ensuring measurable outcomes
• Collaborate with the Services Operations team to manage and improve delivery tools including Rocketlane, JIRA, and Salesforce
• Lead configuration, optimization, and rollout of workflows, templates, and best practices
• Drive consistency and alignment in tool usage across the PS organization

Systems & Process Optimization

• Standardize and scale key PS processes such as onboarding, implementation, go-lives, and change management
• Design and implement low-code/no-code automation to reduce manual work and enhance visibility
• Maintain a centralized repository of solutions, templates, and artifacts to drive reuse and standardization
• Conduct gap analysis to identify deficiencies in existing tools, processes, and data flows, and lead initiatives to close them

AI-Driven Enablement

• Identify, evaluate, and pilot AI-based tools that improve team productivity and service delivery
• Support training, testing, and feedback loops during implementation
• Scale adoption of high-impact AI solutions across the PS organization

Stakeholder Engagement & Enablement

• Serve as a trusted partner to onboarding consultants, delivery leads, project managers, and executive stakeholders
• Provide documentation, training, and ongoing support to enable effective tool usage and process adoption
• Incorporate feedback to refine systems and processes, with success measured via clear KPIs

Analytics & Reporting

• Use dashboards and data tools to track project health, delivery KPIs, and tool adoption
• Generate insights and recommendations to inform operational improvements and support executive decision-making

Qualifications

• Experience: 6–9 years in Professional Services, customer onboarding, business operations, or internal tooling roles in a SaaS environment
• Tool Proficiency: Hands-on experience with Rocketlane, JIRA, Salesforce, and Gainsight, with a proven ability to leverage them for scalable delivery
• Process Optimization: Proven experience in designing, mapping, and scaling services-related processes, conducting gap analyses, and driving change management initiatives
• AI Exposure: Experience or strong exposure to leveraging AI and automation (low-code/no-code tools, AI assistants, etc.) to enhance operational workflows
• Technical Acumen: Familiarity with APIs, system integrations, and automation tools such as Zapier, Workato, or Python
• Cross-Functional Collaboration: Proven ability to work effectively across Operations, Product, IT, and Delivery teams

Preferred Qualifications

• Experience leading tooling or process transformation initiatives within a CoE or Business Transformation team
• Familiarity with AI technologies such as ChatGPT, Salesforce Einstein, or onboarding automation platforms
• Domain knowledge in the wellness, spa, or healthcare technology industry

What You’ll Gain

• A pivotal role in redefining how tools, data, and AI are used to enhance service delivery
• High visibility and impact across cross-functional teams in a fast-growing global SaaS company
• An opportunity to shape scalable systems and best practices that directly impact customer outcomes and the efficiency of global PS operations

Zenoti provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.