Subject Matter Expert Team Lead

Role Overview: The SME Team Lead is the on-the-ground leader of PARts' offshore Subject Matter Expert team in the Philippines. The role is responsible for the day-to-day coordination, execution, and quality of catalogue data work carried out by the SME team — including data processing, customer data deliverables, quality assurance, and help desk ticket processing. The SME Team Lead is the primary link between the offshore team and the Data Operations Manager in Australia, translating priorities into action and ensuring work is delivered accurately and on time. In simpler terms, this is the role that runs the offshore SME team — making sure every task is picked up, done right, and delivered on schedule. Key accountabilities 3.1 SME team coordination • Lead the day-to-day work of the offshore SME team, including task assignment, workload balancing, and progress tracking across all active streams. • Run daily stand-ups and team check-ins, and escalate blockers and capacity issues to the Data Operations Manager. • Ensure the team maintains a steady, predictable throughput against the work queue. 3.2 Catalogue data processing • Oversee the SME team's execution of catalogue data tasks across all supported standards, including TecAlliance/TecDoc, ACES/PIES, and proprietary formats. • Oversee data entry, transformation, validation, and correction work across the team. • Ensure outputs meet PARts' accuracy and completeness requirements before they move to the next stage of the pipeline. 3.3 Customer data deliverables • Coordinate the SME team's contribution to Customer Data Request (CDR) workflows, including data preparation, bulk update execution, and pre-delivery quality checks. • Ensure CDR tasks assigned to the SME team are completed within agreed timeframes. • Escalate risks or ambiguities in CDR work to the Data Operations Manager. 3.4 Quality assurance • Own the quality of work produced by the SME team, conducting or coordinating peer reviews, spot checks, and validation of data outputs before handover. • Identify recurring error patterns and feed them back into team training. • Work with the Data Operations Manager to improve quality at the source. 3.5 PARts Help Desk (PHD) support • Coordinate the SME team's processing of customer data queries and tickets via the PARts Help Desk in Jira Service Management (JSM). • Triage incoming tickets, assign them to SMEs, and monitor resolution times. • Ensure responses meet quality and SLA expectations. 3.6 Team development and training • Support the development and performance of individual SMEs through coaching, mentoring, and on the-job training. • Identify skill gaps and coordinate training sessions. • Contribute to onboarding new SMEs so that capability is built and retained within the offshore team. 3.7 Process adherence and improvement • Ensure the SME team follows documented processes and runbooks for all operational workflows. • Identify opportunities to streamline or improve day-to-day processes and raise them with the Data Operations Manager for prioritisation, contributing to the continuous improvement of data operations. Skills and competencies: 4.1 Technical • Strong hands-on experience with structured data across multiple standards or formats (e.g. TecDoc, ACES/PIES, or similar). • Proficiency in SQL for data querying, manipulation, and bulk update operations. • Experience with help desk or service management tools (e.g. Jira Service Management) for triaging, assignment, and monitoring of data-related queries. • Proven experience in quality assurance, peer review, and data validation workflows, including identifying error patterns and driving corrective actions. 4.2 Leadership and behavioural • Demonstrated experience coordinating a small team, including task allocation, workload balancing, and performance coaching. • Experience coordinating work across distributed or offshore teams, including daily stand-ups, managing escalations, and maintaining delivery cadence. • Clear, proactive communication with the reporting line on blockers, capacity, and risks. • A coaching mindset: building capability in others through mentoring and on-the-job training. Qualifications and experience: • 3–5 years' experience in data operations, data management, or catalogue data processing, with 1–2 years in a team lead, supervisory, or coordination capacity. • Bachelor's degree in a relevant discipline (e.g. Engineering, Information Systems, Computer Science, Data Science, or a related technical field), or equivalent qualifications or demonstrated technical competency through alternative pathways. • Desirable: industry experience in the automotive aftermarket or a related data-intensive domain; familiarity with PARts tools and platforms (e.g. DPM, Bulk Importer) or equivalent data processing tools; working knowledge of data governance principles and documentation practices; prior experience onboarding, training, or mentoring team members in a data operations environment; exposure to process improvement methodologies within an operational team setting.