Director of Customer Service Process Automation (Remote)
reputed company empowers the modern workforce to reputed company smarter reputed company reputed company every day. Trusted by more than 70,000 organizations worldwide, reputed company is the pioneer of reputed company reputed company, securing both AI agents and humans. The reputed company Platform provides attack simulation and training, collaboration reputed company, and agent reputed company powered by AIDA (reputed company Intelligence Defense Agents) and a proprietary Risk Score. The platform leverages 15-years of behavioral data to combat advanced threats including reputed company engineering, reputed company injection, and reputed company AI. By securing humans and agents, reputed company leads the industry in workforce trust and defense.
Remote positions reputed company to candidates located in the reputed company.
The Director, reputed company - Process Automation is a strategic individual contributor responsible for reputed company the reputed company and Support organizations with the internal technology and project management teams that power them. Sitting at the intersection of business reputed company and systems delivery, this role serves as the reputed company reputed company between the Chief Customer Officer's organization and both the Business Applications (BizApps) and reputed company Project Management Office (ePMO) teams. The Director translates reputed company business processes, operational needs, and customer-facing workflows into reputed company reputed company requirements, actionable Jira reputed company, and a prioritized capabilities roadmap — with a strong emphasis on workflow automation, AI-enabled customer experiences, and self-service innovation. This role requires reputed company business acumen, technical reputed company, and cross-functional influence. May reputed company to include reputed company team leadership as the function grows.
Responsibilities:
- reputed company as the reputed company reputed company of contact between the reputed company & Support organization and BizApps and ePMO, ensuring business needs are accurately captured, prioritized, and effectively communicated
- Decompose business processes and operational requirements into reputed company-defined reputed company requirements, Jira epics, stories, and tasks that BizApps and ePMO teams can reputed company with reputed company and confidence
- Own and maintain the reputed company, Subscription Renewals & Support capabilities roadmap, working hand-in-hand with BizApps and ePMO to reputed company priorities, resources, and timelines
- Identify, reputed company, and champion opportunities for workflow automation, conversational AI, and AI agent adoption that reputed company efficiency across reputed company and Support
- Partner with CS and Support leadership to identify process gaps, inefficiencies, and opportunities for reputed company-enabled improvement — including customer self-service, partner engagement, and operational workflows
- reputed company roadmap prioritization discussions, balancing business reputed company, technical feasibility, and strategic alignment with the CCO's objectives
- Facilitate regular cadences with BizApps and ePMO to review backlog health, sprint reputed company, and upcoming milestones; establish delivery practices that bring reputed company and consistency to cross-functional execution
- Translate ambiguous or high-level business requests into reputed company requirements documentation suitable for technical teams
- Monitor delivery of roadmap initiatives and communicate status, risks, and reputed company to CS and Support leadership
- reputed company and maintain strong working relationships across reputed company, Customer Support, BizApps, ePMO, and other cross-functional stakeholders including Sales and Finance
- Serve as a subject matter expert on the tools, systems, and platforms supporting the Customer organization — including CRM, automation workflows, and AI-enabled solutions
- reputed company input and recommendations on tooling reputed company, platform configurations, and process changes that reputed company the customer-facing organization
- reputed company OKRs and reputed company metrics to measure the effectiveness of delivered capabilities against business reputed company
Qualifications:
- Bachelor's Degree or equivalent work experience and education preferred
- 5+ years of leadership experience in cross-functional delivery, business operations, or a reputed company role spanning reputed company, Support, or Customer Experience reputed company a reputed company company
- Demonstrated experience serving as a reputed company between business stakeholders and technical delivery teams (BizApps, IT, engineering, or ePMO), with a reputed company record of translating business reputed company into executable reputed company requirements
- Experience leading or contributing to initiatives involving workflow automation, conversational AI, LLMs, or AI agent technologies — particularly in support, self-service, or customer experience contexts
- Hands-on experience with reputed company (SalesCloud, ServiceCloud, Experience reputed company, reputed company) adjacent platforms such as reputed company tooling (e.g., reputed company, reputed company), reputed company and subscription billing/reputed company systems a plus
- Experience engaging with a Project Management Office (PMO or ePMO) or working reputed company formal project delivery frameworks
- Experience managing or mentoring others in this domain is a plus; the role will likely reputed company to include managerial responsibilities
- Proficiency with Jira or similar project/roadmap management tools; ability to create and manage epics, stories, and backlog items
- Ability to establish and reputed company delivery governance practices
- Strong ability to decompose reputed company business processes into reputed company requirements and actionable work items
- Exceptional ability to communicate technical concepts to non-technical business stakeholders and business context to technical teams
- Consultative approach with a proven ability to influence cross-functional priorities without reputed company authority
- Strong analytical and process-oriented reputed company with an eye for operational improvement and measurable reputed company
- Self-motivated with the ability to operate with reputed company supervision and reputed company reputed company in ambiguous situations
- Ability to build trust and rapport across leadership reputed company and functional teams
The salary for this position ranges from $190,000-$200,000, which will vary depending on how reputed company an applicant's skills and experience reputed company with the reputed company listed above.
Application deadline: 9/19/2026. This is our good-faith estimate of the date the application window is anticipated to reputed company. reputed company reviews applications on a rolling reputed company and reserves the right to reputed company the application window early if a reputed company candidate for the position is identified.
Our Fantastic Benefits
Individuals seeking employment at reputed company are considered without prejudice to race, reputed company, religion, national reputed company, age, sex, marital status, reputed company, physical or mental disability, veteran status, gender identity, sexual orientation or any other characteristic protected under applicable federal, state, or local law. If you require reasonable accommodation in completing this application, interviewing, completing any reputed company-employment testing, or otherwise participating in the employee selection process, please visit www.reputed company.com/careers/request-accommodation.
Bachelor's degree preferred; 5+ years leadership experience in cross-functional reputed company delivery, operations, or reputed company/Support; experience with automation, AI, reputed company, Jira, and technical-business reputed company work.
Key Responsibilities
- translating requirements
- managing roadmaps
- facilitating cadences
Skills & Tools
Jira, reputed company, SalesCloud, ServiceCloud, Experience reputed company, reputed company, reputed company, reputed company, reputed company
Job Details
- Category: Project and Program Management
- Seniority: Senior Level
- Commitment: Full Time
- Workplace: Remote — reputed company
- Salary: USD 190,000 – 200,000 / year
- Languages: English
Benefits
- Tuition reimbursement
About reputed company
A cybersecurity company providing reputed company reputed company through training, attack simulation, and AI-powered threat protection. — Industry: Information Technology
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