Head of Customer Operations

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

📋 Description

• Coordinate cross-functional execution, team leadership, and operational excellence across Customer Engineering, Post Sales, and Renewals.

• Report directly to the Head of GTM Operations.

• Integrate and unify Technical, Renewals, and Post-Sales teams into a cohesive operational framework.

• Establish standardized processes, cross-functional governance, and streamlined execution strategies.

• Remove operational silos, enhance agility, and ensure comprehensive accountability throughout the customer lifecycle.

• Promote automation and efficiency across the organization.

• Oversee multiple teams, prioritize functions, and drive strategic alignment among sub-teams supporting Pre-Sales and Post-Sales operations.

• Lead the operational integration and synchronization of Technical, Renewal, and Post-Sales functions.

• Develop operational frameworks, standardized handoff procedures, and routine collaboration schedules.

• Identify redundancies, bridge communication gaps, and create end-to-end visibility.

• Report on operational health, resource utilization, organizational risks, and key performance initiatives.

• Convert business priorities into operational roadmaps and monitor progress against strategic objectives.

• Drive efficiencies in line with KPIs such as Net Retention Rate, timely renewals, POV win rate, and lifecycle metrics.

• Define scope, ownership structures, and performance benchmarks for managed leaders and teams.

• Foster a high-performing, transparent, and collaborative team culture through Servant Leadership principles.

• Manage team tools, resource allocation, and budget considerations.

⛳️ Requirements

• Significant experience in business operations, strategy, or operational leadership within a high-growth or enterprise technology environment.

• At least 5–8 years of global leadership experience.

• Proven history of consolidating and leading complex, cross-functional teams that include Technical, Renewals, and Post-Sales/Services teams.

• Demonstrated experience as a direct manager, including the ability to coach, develop, and scale management talent.

• Exceptional strategic insight.

• Practical experience in establishing operational processes, governance frameworks, and data-driven management models.

• Strong grasp of pre-sales technical engagements, renewal sales processes, and post-sales adoption strategies.

• Experience maneuvering through matrixed organizations and facilitating communication between senior executive leadership and operational teams.

• Advanced analytical skills.

• Proficient executive presentation skills.

• Must possess the legal right to work in the United States without requiring visa sponsorship.

🏝️ Benefits

• Bonus.

• Equity.

• Benefits.

• Google benefits (specific details not provided).