Subject Matter Expert (SME) – Global Operations
Role Overview
We are seeking a highly analytical and proactive
Subject Matter Expert (SME) to strengthen global operations by driving knowledge excellence, process consistency, and continuous improvement across regions.
In this role, you will act as a central knowledge authority—reducing dependency on team leads, enhancing team capability, and ensuring standardized, scalable processes. You will leverage data insights to identify gaps, lead training initiatives, and collaborate cross-functionally to improve operational efficiency and service quality.
This is a high-impact individual contributor role that blends domain expertise, data-driven decision-making, and operational leadership.
Key Responsibilities
- Global Knowledge & Process Ownership
- Act as the go-to expert for process and policy-related queries across global teams
- Ensure consistency and standardization of workflows across regions
- Analyze monthly operational and QA performance data to identify trends and gaps
- Recommend and implement scalable, process-driven solutions to reduce recurring issues
- Own and continuously improve internal documentation, SOPs, and knowledge repositories
- Training & Enablement
- Partner with Enablement teams to design and enhance training programs and materials
- Conduct onboarding sessions and ongoing training for new and existing team members
- Identify knowledge gaps proactively and implement targeted learning interventions
- Drive continuous upskilling across teams to improve quality and efficiency
- Quality Assurance & Continuous Improvement
- Review QA trends and generate actionable insights to improve performance and product understanding
- Monitor effectiveness of improvement initiatives and validate measurable outcomes
- Introduce scalable improvement frameworks (e.g., query resolution models, knowledge-sharing mechanisms)
- Promote a culture of continuous improvement and operational excellence
- Incident Management
- Act as Incident Commander during high-priority escalations (including night shift coverage as needed)
- Coordinate cross-functional stakeholders to ensure timely issue resolution
- Provide clear, structured communication during incidents
- Maintain detailed documentation and drive post-incident reviews and corrective actions
- Cross-Functional Collaboration
- Participate in regular cross-functional forums to share insights, trends, and operational challenges
- Collaborate with Product, Engineering, QA, and Operations teams to resolve systemic issues
- Contribute to workflow enhancements and system improvements
- Act as a bridge between operations and supporting functions
Requirements
- 5–8 years of experience in operations, HR advisory, support, or a related domain
- Strong understanding of process management, quality assurance, and operational metrics
- Proven experience analyzing data and translating insights into actionable improvements
- Experience in training, knowledge management, or enablement roles
- Strong stakeholder management and cross-functional collaboration skills
- Ability to manage high-pressure situations and lead incident response effectively
- Excellent written and verbal communication skills
- High attention to detail and structured problem-solving ability
Preferred Qualifications
- Experience in Employer of Record (EOR), HR operations, or global support environments
- Familiarity with QA frameworks and performance metrics
- Experience working with HRIS, CRM, or ticketing tools (e.g., Salesforce, Zendesk, ServiceNow)
- Exposure to multi-region or global operations
- Experience in process improvement methodologies
Core Competencies
- Subject matter expertise
- Data-driven decision making
- Process optimization
- Training & coaching
- Incident leadership
- Cross-functional influence
- Operational excellence
