Role Description

This role is designed for an experienced operations leader who thrives at the intersection of customer experience, technical enablement, and organizational development. As the Customer Operations Leader, you will oversee the strategy and execution of global customer operations, leading a team across product operations, technical enablement, and customer experience engineering. You will drive efficiency, quality, and adoption across customer-facing teams, leveraging AI, data, and insights to improve outcomes.

• Lead, hire, and develop a high-performing global Customer Engineering & Support (CES) Operations team, establishing vision, goals, and standards for excellence.
• Design and implement learning programs to ensure technical proficiency, AI adoption, industry knowledge, and professional development.
• Manage technical documentation, knowledge programs, and internal/external content to improve support efficiency and self-service capabilities.
• Partner with Product, GTM, and Product Marketing teams to support product launches, readiness criteria, and enablement plans.
• Drive “Voice of Customer” initiatives, analyzing feedback to enhance product adoption and operational efficiency.
• Oversee CES Ops Engineering initiatives to optimize workflows, tooling, and AI-driven automation in partnership with cross-functional teams.
• Define, track, and report on CES Ops metrics, ensuring continuous improvement in efficiency, quality, and customer outcomes.
• Manage projects end-to-end, including vendor selection, compliance, rollout, adoption, and measurement.
• Contribute to organizational design, role clarity, career paths, and talent programs to support a high-performing and inclusive culture.

Qualifications

• 8+ years of experience in customer operations, support operations, or product operations.
• Demonstrated success building or scaling operations and enablement teams supporting technical, customer-facing functions such as Support, Sales Engineering, Technical Account Management, or Professional Services.
• Strong program management skills with experience driving complex cross-functional initiatives from end-to-end.
• Experience influencing technical enablement, product roadmaps, and sprint planning.
• Proficiency in leveraging data, tooling, and AI to drive operational improvements.
• Excellent communication, change management, and cross-functional collaboration skills, with the ability to operate at both frontline and executive levels.
• Customer-first mindset with a focus on operational excellence and measurable outcomes.

Benefits

• Competitive base salary ($121,296 – $270,000/year depending on location), plus equity and additional benefits.
• Comprehensive health, dental, and vision coverage.
• Flexible remote work options with a global team.
• Opportunities for professional development and leadership growth.
• Collaborative and inclusive culture with a focus on innovation and employee engagement.