Director of Customer Service Process Automation

This is a fully remote position, open to applicants in United States.

📋 Description

• Serve as the main liaison between Customer Success & Support and BizApps and ePMO.

• Break down business processes and operational needs into system requirements, Jira epics, stories, and tasks.

• Take ownership of and maintain the roadmap for Customer Success, Subscription Renewals & Support capabilities.

• Identify, define, and advocate for opportunities in workflow automation, conversational AI, and AI agent adoption.

• Collaborate with CS and Support leadership to pinpoint process gaps, inefficiencies, and system-enabled enhancements.

• Lead the prioritization of the roadmap based on business impact, technical feasibility, and strategic alignment.

• Conduct regular meetings with BizApps and ePMO to assess backlog health, sprint progress, and milestones.

• Implement delivery practices that enhance clarity and consistency in cross-functional execution.

• Convert ambiguous business requests into well-structured requirements documentation.

• Oversee the delivery of roadmap initiatives and communicate status, risks, and outcomes to CS and Support leadership.

• Cultivate working relationships across Customer Success, Customer Support, BizApps, ePMO, Sales, Finance, and other stakeholders.

• Act as a subject matter expert on customer organization tools, systems, CRM, automation workflows, and AI-enabled solutions.

• Offer recommendations regarding tooling decisions, platform configurations, and changes to customer-facing processes.

• Develop OKRs and success metrics for the capabilities delivered.

⛳️ Requirements

• Remote positions available for candidates based in the United States.

• Preferred: Bachelor's Degree or equivalent work experience and education.

• Minimum of 5 years of leadership experience in cross-functional delivery, business operations, or a related role within Customer Success, Support, or Customer Experience in a SaaS environment.

• Proven experience acting as a bridge between business stakeholders and technical delivery teams, with a history of translating business strategy into actionable system requirements.

• Familiarity with workflow automation, conversational AI, LLMs, or AI agent technologies, especially in support, self-service, or customer experience settings.

• Practical experience with Salesforce, including SalesCloud, ServiceCloud, Experience Cloud, and eCommerce.

• Knowledge of adjacent Customer Success tools like Gainsight or ChurnZero, Zendesk, and subscription billing/revenue systems is an advantage.

• Experience interacting with a PMO or ePMO, or working within formal project delivery methodologies.

• Experience in managing or mentoring others in this area is a plus.

• Proficient in Jira or similar project/roadmap management tools; capable of creating and managing epics, stories, and backlog items.

• Skilled at establishing and evolving delivery governance practices.

• Capable of breaking down complex business processes into structured requirements and actionable tasks.

• Exceptional ability to articulate technical concepts to non-technical business stakeholders and convey business context to technical teams.

• Consultative mindset with the ability to influence cross-functional priorities without direct authority.

• Strong analytical and process-oriented approach with a focus on operational enhancement and measurable results.

• Self-driven with the ability to work independently and provide clarity in uncertain situations.

• Capacity to foster trust and rapport across different leadership levels and functional teams.

• Applicant assessment and background check may be included in the hiring process.

🏝️ Benefits

• Company-wide bonuses linked to monthly sales targets.

• Employee referral bonuses.

• Adoption assistance.

• Tuition reimbursement.

• Certification reimbursement.

• Completion bonuses for certifications.

• A modern, high-tech, and enjoyable work environment.