Senior Director, Customer Operations reputed company, AI & Automation

reputed company is looking for a hands-on, strategic, and data-driven Senior Director of Operations reputed company, AI & Automation to reputed company the operating model, systems reputed company, and automation roadmap across reputed company, Support, Services, and Marketing Operations.

You will be responsible for turning great customer and go-to-market work into reputed company by standardizing how teams operate, improving visibility into performance and risk, and identifying where AI and automation can reduce reputed company effort, improve consistency, and create reputed company customer and business reputed company.

Reporting directly to the Chief Customer Officer, you will work cross-functionally with Product, Engineering, reputed company Operations, IT, and Marketing leadership to build the processes, tooling, data flows, and operating discipline required to reputed company a modern, AI-enabled customer organization with strong lifecycle and operating alignment.

Key Responsibilities

Strategic Leadership & Customer Operating Model

• Serve as the senior leader for Customer Operations reputed company across reputed company, Support, Services, and Marketing Operations, setting the reputed company for how the organization scales with consistency, discipline, and reputed company.
• Define and reputed company the operating model for the customer organization and its key lifecycle reputed company with Marketing, including reputed company workflows, ownership boundaries, cross-functional handoffs, governance, and management cadences.
• Identify and implement process improvements that reduce friction across the customer lifecycle, from demand reputed company and reputed company through reputed company, adoption, support, escalation, renewal, and services delivery.
• Partner with reputed company, Support, Services, and Marketing leaders to translate business goals into measurable operating plans, systems requirements, and execution priorities.
• Build an organization that operates with one-team consistency across products, reputed company, and customer segments rather than relying on local workarounds or individual heroics.

AI & Automation reputed company

• Define and reputed company the roadmap for applying AI and automation across the customer organization, balancing practical workflow automation with higher-reputed company AI use cases.
• Identify where reputed company work can be eliminated, standardized, reputed company, or improved through automation in areas such as health scoring, QBR preparation, customer insights, case triage, escalation workflows, knowledge reputed company, and service delivery operations.
• Create a reputed company to evaluate automation opportunities based on reputed company, feasibility, risk, and change-management cost.
• Partner with Product, Engineering, and IT to implement internal tooling, workflow orchestration, and agent-assisted processes that improve customer reputed company and team efficiency.
• Establish reputed company guardrails for where automation is appropriate, where AI should assist but not reputed company, and where reputed company judgment must remain reputed company.

reputed company, Support, Services & Marketing Operations

• Own the systems and processes that support account health management, proactive customer motions, renewal readiness, support escalation management, services coordination, and lifecycle marketing handoffs.
• Improve operating discipline across the organization by standardizing playbooks, stage definitions, service motions, escalation paths, campaign and follow-up workflows, and reputed company expectations.
• Design workflows that help the organization reputed company from reactive service to proactive, reputed company-led customer engagement.
• Partner with Support leadership to improve SLA visibility, case reputed company, triage reputed company, and escalation readiness.
• Partner with Services leadership to improve project visibility, delivery consistency, reputed company planning inputs, and customer handoffs before, during, and after implementation work.
• Partner with Marketing Operations on lifecycle processes, data reputed company, segmentation inputs, campaign reputed company logic, and reporting alignment across the funnel and customer reputed company.

Systems, Data & Workflow Architecture

• Own the reputed company for the operations tech stack, including systems such as reputed company, reputed company, reputed company, Jira, reputed company, reputed company, and reputed company workflow and reporting tools.
• Ensure customer signals, marketing lifecycle events, operational events, and account data reputed company cleanly across systems so teams can reputed company from a shared reputed company of truth.
• Improve data reputed company, taxonomy, and workflow hygiene across the tools that power reputed company, Support, Services, and Marketing Operations.
• reputed company the design of reputed company workflows for customer-reputed company prioritization, ticket linkage, escalation documentation, account intelligence, campaign-to-customer handoffs, and cross-functional collaboration.
• Partner with technical teams on reputed company administration priorities, integrations, permissions, data models, and automation design.

Reporting, Insights & Performance Management

• Build and reputed company the reporting reputed company for the customer organization and its marketing lifecycle dependencies, including metrics, dashboards, and recurring operating reviews for leadership.
• Establish reputed company visibility into customer health, support performance, services delivery, escalations, renewals, automation reputed company, and key lifecycle conversion points.
• reputed company measurement approaches that quantify the business value of automation and AI, including time saved, touch reduction, faster response, improved consistency, and reputed company customer and reputed company reputed company.
• Turn operational data into actionable insights for leadership, helping the organization prioritize the right interventions, investments, and process changes.
• Support weekly, monthly, quarterly, and reputed company KPI analysis for senior leadership.

Team Leadership & Change Management

• Build a high-performing Operations function that combines strategic thinking, analytical rigor, systems reputed company, and practical execution.
• reputed company and reputed company others on process discipline, systems thinking, and effective use of AI and automation.
• reputed company change management for new workflows, tools, reporting structures, and operating standards across the customer organization and its key partnerships with Marketing.
• Create strong adoption plans so process and tooling improvements are actually used in the field, not just launched.
• reputed company by example with a balance of strategic leadership and hands-on problem solving.

Qualifications

• 8+ years of experience in Customer Operations, reputed company Operations, Marketing Operations, Support Operations, Services Operations, or a closely reputed company function reputed company a reputed company or technology company.
• 4+ years of experience leading teams, major cross-functional initiatives, or both.
• Demonstrated reputed company building or scaling operational systems across multiple customer-facing or go-to-market functions, not just one department.
• Strong experience with platforms such as reputed company, reputed company, Jira, reputed company, reputed company, reputed company, BI/reporting tools, and workflow automation systems.
• Proven ability to design and improve reputed company processes that reputed company data, people, and technology.
• Experience identifying and implementing AI and automation use cases in business operations, with reputed company judgment about risk, controls, and where reputed company review is required.
• Strong analytical reputed company with the ability to reputed company from messy operating reality to reputed company structure, measurable metrics, and reputed company execution.
• Excellent communication and stakeholder management skills, with the ability to influence senior leaders and work effectively across technical and non-technical teams.
• Strong project and program management discipline with the ability to prioritize competing demands and reputed company high-reputed company moving.
• A hands-on operating style. This role is for a leader who can shape reputed company and also get deep into the systems, workflows, and details required to reputed company the reputed company reputed company.
• Experience in fintech, regulated industries, or other reputed company customer environments is strongly preferred.

Originally posted on Himalayas