Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.
Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.
We are seeking a strategic and highly motivated IT Operations Director to join our team. This role will serve as the operational backbone of the IT department. You will join the IT leadership team partnering directly with them and cross-functional stakeholders to drive organizational transformation, manage financial performance, and ensure IT strategies align with broader Five9 business objectives.
The ideal candidate is a strategic thinker with a hands-on approach to problem-solving, possessing deep expertise in IT financial management, governance, and operational continuous improvement.
Key Responsibilities:
- Financial & Budget Oversight: Take ownership of the global IT budget. Monitor spend, optimize costs, and ensure financial predictability and alignment with corporate targets.
- OKR Strategy & Tracking: Lead the development, alignment, and rigorous tracking of IT Objectives and Key Results (OKRs). Ensure department goals map directly to Five9’s overarching business priorities.
- "IT for IT" Program Leadership: Champion and manage the "IT for IT" program, focusing on advancing our internal IT capabilities, tooling, and operational maturity to make the IT organization a model of efficiency.
- Business Alignment & QBRs: Facilitate and lead Quarterly Business Reviews (QBRs) for the IT organization. Surface key metrics, operational health, and strategic roadmap progress to executive leadership.
- Organizational Transformation & Continuous Improvement: Drive change management and continuous improvement initiatives within IT. Identify operational bottlenecks and implement scalable frameworks that foster agility and high performance.
- Policy Management & Governance: Establish, maintain, and oversee IT policies, standards, and governance frameworks to ensure compliance, mitigate risk, and maintain operational integrity.
- Department Updates & Communications: Act as the primary liaison for communicating IT department updates, wins, and operational changes to the broader Five9 business.
Qualifications & Experience:
- Experience: 8-10+ years of progressive experience in IT Operations, IT Strategy, or IT Business Management, preferably within a SaaS, Cloud, or high-growth technology environment.
- Proven track record of successfully managing complex IT budgets, forecasting, and vendor financial relationships.
- Solid use of AI to build skills, agents and apps to bring efficiency to the IT business.
- Deep understanding of OKR methodologies, ITIL, agile frameworks, and continuous improvement practices.
- Exceptional executive presence and storytelling capability. Ability to translate complex technical and operational concepts into clear, actionable business insights.
- Demonstrated ability to lead through influence, drive cross-functional alignment, and execute strategic initiatives without direct reporting lines.
Company Benefits
- Company stocks
- Annual merit increase based on performance
- 15% night shift differential pay
- Paid Leave with Cash Conversion
- HMO with free dependents
- Retirement Plan
- Life Insurance
- While on work from home setup: Internet and meal allowance are provided
- Employee Assistance Program for mental and social well-being
- Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13th month pay, Solo parent leave, Special leave for women)
#LI-Hybrid
Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.
View our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal.
Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.
Skills Required
- 8-10+ years of progressive experience in IT Operations, IT Strategy, or IT Business Management
- Experience preferably within a SaaS, cloud, or high-growth technology environment
- Proven experience managing complex IT budgets, forecasting, and vendor financial relationships
- Experience using AI to build skills, agents, and applications for IT efficiency
- Deep understanding of OKR methodologies, ITIL, agile frameworks, and continuous improvement practices
- Exceptional executive presence and storytelling capability
- Ability to translate complex technical and operational concepts into clear, actionable business insights
- Ability to lead through influence, drive cross-functional alignment, and execute strategic initiatives without direct reporting lines
Five9 Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Five9 and has not been reviewed or approved by Five9.
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Healthcare Strength — Employer-paid employee premiums, multiple plan options, and broad coverage across medical, dental, vision, disability, FSAs, and EAP are emphasized as core elements of the package. These features position healthcare as a standout component of total rewards.
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Equity Value & Accessibility — Equity grants and an ESPP are highlighted as meaningful parts of total compensation. Feedback suggests these stock components can materially enhance overall pay when company performance is favorable.
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Fair & Transparent Compensation — Public job postings include salary ranges and company materials describe formal peer benchmarking of pay. These practices indicate structure and visibility around compensation decisions.
Five9 Insights
What We Do
Five9 is an industry-leading provider of cloud contact center solutions, bringing the power of cloud innovation to more than 2,000 customers worldwide and facilitating billions of customer engagements annually. The Five9 Intelligent Cloud Contact Center provides digital engagement, analytics, workflow automation, workforce optimization, and practical AI to help customers reimagine their customer experience. Designed to be reliable, secure, compliant, and scalable, the Five9 platform helps increase agent and supervisor productivity, connects the contact center to the business, and ultimately deliver tangible business results including increased revenue and enhanced customer trust and loyalty
