Director, Customer Office Operations
$318,032,000–$466,408,800 year
On-siteSunnyvale, California, United States
Job Summary
Analyze operational challenges within the Customer Office and develop scalable recommendations to improve effectiveness. Build operating mechanisms, governance processes, and dashboards that enhance visibility and execution across high-priority initiatives. Lead cross-functional execution spanning Customer Success, Renewals, Support, and Sales while driving accountability for customer recovery plans and strategic outcomes. Remove execution barriers, manage risks, and accelerate delivery of business results through disciplined execution and continuous improvement. Enable leadership by managing key operating cadences, executive reviews, and engagement activities for at-risk customers. Surface emerging risks and trends to support informed decision-making and foster a culture of operational excellence.
Required Qualifications
- 6–10 years of experience in management consulting, business operations, strategy & operations, program management, or related disciplines
- Prior customer-facing experience within Customer Success, Professional Services, Account Management, Sales, Consulting, or similar functions
- Demonstrated success leading complex cross-functional initiatives involving senior executive stakeholders
- Strong structured problem-solving, analytical, and critical thinking capabilities with the ability to translate complex business challenges into actionable recommendations
- Proven ability to influence across organizations, build alignment, and drive execution without direct authority
- Experience developing executive presentations, business reviews, dashboards, KPIs, and operational reporting
- Outstanding written and verbal communication skills with strong executive presence
- Advanced proficiency in Microsoft PowerPoint, Excel, and collaboration/project management tools
Desired Qualifications
- Experience with a leading management consulting firm (e.g., McKinsey, Bain, BCG, Deloitte, EY-Parthenon, Kearney, Accenture Strategy, or equivalent)
- Experience supporting executive leadership teams or business operations organizations
- Experience improving operating models, governance mechanisms, business management systems, or organizational effectiveness
- Experience leading customer recovery initiatives, executive customer engagement programs, or complex customer escalations
- Background in SaaS, cybersecurity, or enterprise software
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