Senior Director, Customer Operations Strategy, AI & Automation

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

📋 Description

• Act as the primary leader for Customer Operations strategy encompassing Customer Success, Support, Services, and Marketing Operations.

• Establish and guide the operating model for the customer organization, including workflows, ownership boundaries, handoffs, governance, and management cadences.

• Drive process enhancements in areas such as demand generation, onboarding, adoption, support, escalation, renewal, and service delivery.

• Convert business objectives into tangible operating plans, systems requirements, and execution priorities.

• Develop uniform operating practices across various products, regions, and customer segments.

• Define and spearhead the AI and automation roadmap within the customer organization.

• Identify and execute AI and automation use cases for health scoring, QBR preparation, customer insights, case triage, escalations, knowledge access, and service delivery.

• Create an evaluation framework for automation based on impact, feasibility, risk, and change-management costs.

• Collaborate with Product, Engineering, and IT teams on internal tools, workflow orchestration, and agent-assisted processes.

• Set guidelines for AI and automation, ensuring human judgment is preserved when necessary.

• Manage systems and processes related to account health, proactive customer engagement, renewal preparedness, support escalations, services coordination, and lifecycle marketing handoffs.

• Standardize playbooks, stage definitions, service motions, escalation paths, campaign workflows, and expectations for handoffs.

• Enhance SLA visibility, case flow, triage quality, escalation preparedness, project visibility, delivery consistency, capacity planning inputs, and customer transitions.

• Collaborate with Marketing Operations on lifecycle processes, data quality, segmentation, campaign handoff logic, and reporting alignment.

• Own the strategy for the operations technology stack, which includes Gainsight, Salesforce, Glean, Jira, ThoughtSpot, Clay, and related tools.

• Ensure smooth data flow for customer, marketing lifecycle, operational, and account data across systems.

• Enhance data quality, taxonomy, and workflow hygiene.

• Lead scalable workflows for prioritization, ticket linkage, escalation documentation, account intelligence, campaign-to-customer transitions, and collaboration.

• Partner with technical teams on administration, integrations, permissions, data models, and automation design.

• Develop the reporting framework for the customer organization, including dashboards, metrics, and recurring operational reviews.

• Establish visibility into customer health, support performance, service delivery, escalations, renewals, automation impact, lifecycle conversion, and AI value.

• Transform operational data into actionable insights for leadership and support KPI analysis.

• Build a high-performing Operations function.

• Mentor others on process discipline, systems thinking, and the application of AI and automation.

• Lead change management and adoption regarding workflows, tools, reporting structures, and operating standards.

• Lead by example through strategic direction and hands-on problem-solving.

⛳️ Requirements

• Over 8 years of experience in Customer Operations, Customer Success Operations, Marketing Operations, Support Operations, Services Operations, or a closely related field within a SaaS or technology company.

• At least 4 years of experience in leading teams, major cross-functional projects, or both.

• Proven success in building or scaling operational systems across various customer-facing or go-to-market functions.

• Extensive experience with Gainsight, Salesforce, Jira, Glean, ThoughtSpot, Clay, BI/reporting tools, and workflow automation systems.

• Demonstrated ability to design and enhance complex processes that involve data, people, and technology.

• Experience in identifying and implementing AI and automation use cases within business operations.

• Sound judgment concerning risk, controls, and areas requiring human review.

• Strong analytical mindset with the capability to create structure, measurable metrics, and scalable execution.

• Excellent communication and stakeholder management abilities.

• Capacity to influence senior leaders and collaborate across technical and non-technical teams.

• Strong project and program management skills.

• Ability to prioritize competing demands and drive high-impact initiatives forward.

• Hands-on operational approach.

• Experience in fintech, regulated industries, or other complex customer environments is highly preferred.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health benefits including medical, dental, and vision coverage.

• Generous paid time off and flexible working arrangements.

• Opportunities for professional development and career advancement.

• A dynamic and collaborative work environment.