Work Intake & Triage

• Monitor and manage all incoming requests in Freshservice across ticket types (incidents, solution requests, change requests)

• Evaluate new requests against team capacity, priority, and strategic alignment before assignment

• Route work to the appropriate team member based on skill, workload, and urgency

• Communicate triage decisions and timelines back to requesters

• Hold regular touchpoints with key business stakeholders (RevOps, Finance, CS, etc.) to stay current on their priorities, upcoming needs, and satisfaction with delivery

Sprint Planning & Delivery Cadence

• Own the bi-weekly sprint planning process — prepare the agenda, facilitate the session, and document outcomes

• Maintain and groom the team's backlog in Freshservice, ensuring items are properly scoped before they enter a sprint

• Track sprint commitments and flag risks or blockers to the Director in advance

• Maintain visibility into what is in-flight, upcoming, and deferred across the full team

Resource Allocation

• Maintain a clear view of team capacity

• Partner with the Director to balance workload and avoid over-commitment

• Surface resource gaps or conflicts early and recommend adjustments

Release Management & Release Notes

• Coordinate change management windows and ECT releases in alignment with the established release cadence

• Own the creation and publication of release notes for each sprint cycle — summarizing what shipped, what changed, and what stakeholders need to know

• Submit and track change records in Freshservice; ensure release process compliance

• Own the escalation process for off-cycle deployments — evaluate urgency and impact, coordinate approvals, and manage communication to stakeholders and the Director when work needs to move outside the standard release cadence

Process & Tooling Ownership

• Own and continuously improve the Freshservice workflows, automators, and ticket intake processes that route and manage ECT work

• Own team documentation in Confluence as the primary accountable party — ensuring all operational processes, team policies, and delivered solutions are documented, current, and accessible; proactively identify and close documentation gaps after each sprint or change

• Identify bottlenecks in the intake-to-delivery flow and propose improvements

• 3–5 years of experience in program management, project management, or delivery operations — ideally in a technology or enterprise applications environment

• Hands-on experience with a service management or project tracking tool

• Comfortable facilitating planning sessions and driving decisions without direct authority

• Strong written communication — able to translate technical work into clear stakeholder-facing release notes and updates

• Organized and detail-oriented; thrives in an environment with high volume and competing priorities

What Success Looks Like

• Incoming requests are triaged and assigned — nothing sits unacknowledged

• Sprint planning runs efficiently; the team walks out of every session with a clear, committed plan

• Release notes are published consistently and are useful to both technical and non-technical stakeholders

• The team operates with greater efficiency and consistency because day-to-day operational coordination is proactively managed by this role.

• Freshservice reflects reality — ticket statuses, assignments, and sprint contents are accurate and current

• Familiarity with Salesforce, CPQ, or SaaS application environments is a plus, not a requirement