Senior Manager, Center of Excellence

About this role

At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers.
We do this by giving smart, creative, passionate people opportunities to create awesome. And that's where you come in:

The Senior Manager, Center of Excellence, runs the day-to-day work of a new team responsible for the accuracy of contract, subscription, and renewal data in Salesforce across Instructure and Parchment product lines. This role shares the Director's remit and acts as an extension of that leadership, with a hands-on focus on data hygiene and on building and enforcing the quote-to-cash governance that drives the right behavior from field reps.

Because the team is being built from scratch, you'll help design how it operates: who owns what, how the work is divided, and how the team works with other back-office functions and the field. You'll also help shape business logic, testing, and rollout for our migration from Salesforce CPQ to Revenue Cloud. You'll manage a group of individual contributors, directing their daily work, coaching them, and supporting their career growth.

KEY RESPONSIBILITIES

OPERATING MODEL DESIGN

- Partner with the Director to design the team's operating model from the ground up: roles, ownership, intake, and how work is divided across contract review, audits, and remediation.

- Define handoffs and working agreements with Revenue Operations, Deal Desk, Enterprise Systems, Global Shared Services, Legal, Finance, and Accounting so each team knows where its work starts and stops.

- Set up how the field engages with the team, including request channels, escalation paths, and response expectations.

- Revisit the model as volume, products, and systems change, and recommend adjustments to the Director.

DATA HYGIENE AND REMEDIATION

- Run daily review of new quotes and contracts at the point of creation in Salesforce, making sure they meet clean data standards before they're saved.

- Lead systematic audits of active contracts: consolidate contracts on accounts, confirm the accurate active contract, fix linkage, and validate available to renew values.

- Prioritize the remediation backlog by business impact, with input from Sales and Renewals on high-value accounts, co-terming corrections, and consolidations.

- Own the team's SLAs for reviews, audits, and remediation. Track performance weekly and resolve bottlenecks as they come up.

- Write and maintain the playbooks, SOPs, and checklists the team uses for contract entry and data validation.

QUOTE-TO-CASH GOVERNANCE AND ENFORCEMENT

- Turn quote-to-cash policies into clear, enforceable rules for the field, covering opportunity types, contract structure, co-terming, bundling, and approvals.

- Enforce standards consistently. Flag non-compliant deals, work with reps and their managers to correct them, and track repeat issues by team and rep.

- Identify root causes behind recurring data problems and propose preventative fixes, such as validation rules, required fields, approval steps, or targeted training.

- Partner with Revenue Operations on field enablement so reps understand the standards and why they matter.

- Report monthly on compliance rates, top data issues, remediation progress, and field feedback.

AGENTFORCE REVENUE MANAGEMENT MIGRATION

- Support the Director in representing the Center of Excellence in the migration from Salesforce CPQ to Agentforce Revenue Managemnt (i.e., ARM fka Revenue Cloud)

- Help define business logic and requirements for contracts, subscriptions, renewals, amendments, and co-terming, based on what the team sees in day-to-day work.

- Support the creation of test scenarios and take part in user acceptance testing, including edge cases from legacy and Parchment contracts.

- Support data migration readiness by identifying records that need cleanup before cutover.

- Help with rollout: update SOPs, train the team, support field adoption, and triage issues after go-live.

PEOPLE LEADERSHIP

- Manage a team of contract specialists and analysts. Assign and prioritize daily work, and keep the team focused on the highest-impact items.

- Hold regular one-on-ones, give direct feedback, and coach team members on judgment calls in contract review and field conversations.

- Support career growth through development plans, stretch assignments, and clear expectations for each role level.

- Help the Director hire, onboard, and train new team members as the team grows.

- Build a team culture of accuracy, ownership, and practical service to the field.

CROSS-FUNCTIONAL PARTNERSHIP

- Act as the day-to-day point of contact for Sales and Renewals leaders on contract data and governance questions.

- Work with Enterprise Systems to document requirements for Salesforce improvements, validation rules, and automation.

- Collaborate with Deal Desk and Revenue Operations on policy updates and approval standards.

- Escalate systemic issues and policy gaps to the Director with clear data on impact.

REQUIRED QUALIFICATIONS

- 6+ years of experience in Revenue Operations, Sales Operations, Deal Desk, Order Management, or Data Governance within B2B SaaS.

- 3+ years of people management experience, including directing daily work, coaching, and supporting career development.

- Hands-on experience with Salesforce, including CPQ, opportunities, quotes, contracts, and subscription data.

- Strong understanding of SaaS subscription models, multi-product bundling, contract structure, co-terming, amendments, renewals, and usage-based contracts.

- Experience building or running a team, process, or function from the ground up, including defining roles and workflows.

- Track record of enforcing policy with field teams while…