Business Process Manager, Lifecycle Marketing

Software Guidance & Assistance, Inc., (SGA), is searching for a Business Process Manager - Lifecycle Marketing for a contract assignment with one of our premier SaaS clients in San Jose, CA. This a hybrid role with 2 days per week in office. Responsibilities:

• Process Documentation & Standardization
  • Conduct structured process discovery across global lifecycle marketing teams, facilitating workshops and interviews to capture current-state workflows end-to-end from creative briefing through audience targeting, QA, and email deployment.
  • Produce high-quality process documentation: swim lane diagrams, workflow maps, RACI matrices, and narrative process descriptions that are accurate, accessible, and maintained as living references.
  • Translate undocumented tribal knowledge and ad-hoc practices into formal SOPs, templates, and playbooks that enable consistent execution across teams and regions.
  • Build and maintain a centralized process library, ensuring all documented workflows, SOPs, and standards are version-controlled, findable, and kept current as the business evolves.
  • Partner with cross-functional teams to validate documentation accuracy, capturing regional variations and edge cases that affect how processes actually run in practice.
• Benchmarking & Performance Measurement
  • Design the team's process benchmarking framework - defining the right metrics, establishing baselines, and creating measurement cadences that give leadership a reliable view of operational performance.
  • Instrument key lifecycle marketing workflows to track Time to Market, Time on Task, handoff latency, rework rates, and other indicators of process health and efficiency.
  • Conduct regular process audits to assess how closely actual execution aligns with documented standards, identifying gaps, drift, and patterns that signal where processes need attention.
  • Produce clear, data-driven benchmark reports for senior leadership that contextualize performance against internal baselines and, where applicable, industry standards.
  • Build and maintain dashboards in tools like Workfront and M365 that surface real-time process health data, giving teams and stakeholders ongoing visibility into operational metrics.
• Process Analysis & Recommendations
  • Analyze documented processes and benchmarking data to identify inefficiencies, bottlenecks, and root causes - synthesizing findings into structured, evidence-based recommendations for process owners and senior leadership.
  • Develop clear before/after analyses when process changes are made, quantifying impact on efficiency, quality, and time savings to build an institutional record of what works.
  • Maintain a prioritized process improvement backlog informed by audit findings, benchmark trends, and stakeholder input - keeping leadership aligned on where the highest-value opportunities lie.
  • Evaluate new tools and technologies entering the workflow from a process documentation lens, ensuring capability changes are captured in updated SOPs and reflected in benchmarking frameworks

Required Skills:

• Exceptional process documentation skills - proven ability to produce swimlane diagrams, value stream maps, RACI matrices, SOPs, and playbooks that are precise, readable, and genuinely used by teams.
• Strong benchmarking and measurement design experience: skilled at defining the right KPIs for process health, establishing reliable baselines, and building frameworks that make performance trends visible over time.
• Solid grounding in process improvement methodologies (Lean, Six Sigma, Kaizen, SAFe) applied primarily as analytical and documentation frameworks to understand and describe processes rigorously.
• Experience in email or lifecycle marketing operations, with a thorough understanding of end-to-end email execution workflows: creative development, audience targeting, QA, and deployment.
• Advanced proficiency in Workfront (certification a plus) and M365 for workflow documentation, process tracking, and performance dashboards.
• Strong analytical and reporting skills - comfortable working with operational data to produce benchmark analyses and leadership-ready performance summaries.
• Meticulous attention to detail and a genuine passion for making operational knowledge explicit, structured, and durable.
• Proven experience with BA/BS degree.

SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please find us at https://sgainc.com/ . SGA is an Equal Opportunity Employer and does not discriminate on the basis of Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, and our services, programs, and activities. Please visit our company EEO page to request an accommodation or assistance regarding our policy.