Business Operations Lead

Job description

Location(s): Franklin, TN Job Schedule: Full-time, Hybrid (4 days on-site) Education Requirement: Bachelors Degree Sponsorship: No Shape the Future of Mobility at Nissan: Launch Your Career, Drive Innovation Come Drive Innovation with Us. We are currently looking for a Technical Business Operations Lead (BOL) to join our team in Franklin, TN. The Technical Business Operations Lead (BOL) owns operational governance for a product team, multiple products, or a broader product portfolio. This role is responsible for driving operational excellence, automation, vendor alignment, and resilience strategies across the organization. As a key advisor, the BOL partners closely with product, business, and technology teams to shape operational strategy and ensure seamless execution. This individual plays a critical leadership role during incident management, acting as the bridge between business and operations, while maintaining ownership of operational communications and business continuity. This is a highly strategic and hands-on role that influences sourcing strategy, vendor performance, and run-the-business (RTB) budgeting—ensuring alignment with organizational priorities and long-term scalability. A Day in the Life: Own and govern operational standards across product delivery teams, ensuring alignment with ITSM best practices. Lead incident response efforts (major and minor), including identification, investigation, resolution, root cause analysis (RCA), and executive-level communications. Act as the primary liaison between business and operations during Service Restoration (SRT) incidents, partnering closely with Incident Commanders. Assess business impact of outages and incidents, determining severity and communicating criticality to stakeholders. Facilitate post-incident reviews and drive continuous improvement through root cause analysis and prevention strategies. Develop and distribute incident reports, including executive summaries, action plans, and follow-ups. Drive automation and self-healing initiatives to improve operational efficiency and reduce manual intervention. Monitor and manage operational services to ensure high availability and strong customer experience. Identify operational gaps and partner with delivery teams to implement both interim solutions and long-term fixes. Mentor team members and establish best practices for operational integration within product delivery. Partner with Business Relationship Managers, Architects, and Product Teams to proactively identify and resolve operational inefficiencies. Develop operational risk assessments for new product launches and ensure disaster recovery plans meet expectations. Contribute to RTB budget planning and vendor strategy, recommending improvements based on incident trends and performance insights. Lead vendor discussions, contract alignment, and sourcing strategy to ensure partners meet organizational goals. Support RFP/RFI development and evaluate vendors to identify optimal solutions and partnerships. Collaborate with architecture teams to define current and future-state domain architecture Align sourcing strategies and operational plans with financial goals, optimizing vendor spend and service delivery. Work cross-functionally with leadership, program managers, and vendor partners to drive accountability and continuous improvement. Who We’re Looking for: Required: 5+ years of experience in IT operations or service management, preferably in a product-centric environment. 2–5+ years of experience in a strategic leadership role influencing operations, product, or cross-functional teams. Bachelor’s degree in a related field required. Strong expertise in ITIL frameworks, ITSM lifecycle, and service management processes (incident, problem, change, availability, knowledge management, etc.). Experience with ITSM tools (e.g., ServiceNow), automation platforms (e.g., Ansible, PagerDuty), and reporting tools (e.g., Power BI). Solid understanding of cloud architecture, infrastructure operations, and modern IT practices Proven experience in vendor management, contract negotiation, and sourcing strategy within a shared services environment. Ability to lead complex incident management processes and communicate effectively with executive leadership. Strong business acumen with the ability to translate technical issues into business impact Experience building collaborative, high-performing teams and influencing cross-functional stakeholders. Excellent verbal and written communication, presentation, and negotiation skills. Innovative mindset with the ability to identify and implement operational improvements. Desired: Advanced degree preferred. ITIL Intermediate/Expert (or equivalent) certification preferred. Advanced Agile certifications (A-CSM, SAFe) preferred. Prosci Change Management certification is a plus. What You’ll Look Forward to at Nissan: Career Growth and Continuous Learning Opportunities: Benefit from diverse career paths, cross-departmental moves, and innovative learning platforms. Enhance your skills through seminars, leadership training, and tuition reimbursement programs, all while playing a vital role in shaping the future of transportation. From day one, you'll have the support to tackle challenges and contribute to impactful solutions across our organization. Rewards: Be supported with a Comprehensive Benefits Package, including medical, mental health, parental leave, retirement savings & unique Nissan perks, including discounts on lease vehicles as part of our Employee Lease Program and a Vehicle Purchase Program (VPP). For more information, access our Nissan Benefits Overview Guide . Nissan is committed to a drug-free workplace. All employment is contingent upon the successful completion of drug and background screenings in accordance with Nissan policies and in compliance with federal, state, and local laws, including the California Fair Chance Act and the Los Angeles County Fair Chance Ordinance. Nissan will consider qualified candidates with arrest or conviction records for employment in a manner consistent with these laws. It is Nissan’s policy to provide Equal Employment Opportunity (EEO) to all persons regardless of race, gender, military status, disability, or any other status protected by law. Candidates for this position must be legally authorized to work in the United States and will be required to provide proof of employment eligibility at the time of hire; Nissan uses E-Verify to validate employment eligibility. NISSAN FOR EVERYONE People are our most valuable assets, and diversity and inclusion are the key to maximizing the power of each individual member of our team. When everyone belongs, the power of NISSAN is undeniable. Our Corporate Diversity Initiative aims to improve business results by ensuring that our workplace and core businesses meet the unique needs of our employees and customer base. Nissan is committed to creating a culture where everyone belongs and employees, customers, and partners feel respected, valued, and heard. We have over 10 Business Synergy Teams (BSTs) across the U.S. and Canada that connect employees – with shared characteristics or interests – build allies, and foster a company culture where all employees feel supported and included. Nissan also values inclusion in all areas of our business as we strive to mirror the diversity of our customer base and the communities where we do business. We are committed to procuring innovative goods and services, retailing our products and communicating from a diverse perspective which will help us continue to offer our customers competitively designed, market-driven products. Join us as we carry our commitment to diversity and inclusion into the future. Franklin Tennessee United States of America