Director of Operations

The Director of Operations is responsible for leading the operations for the Customer and Partner Experience (CPX) organization in EMEA. This role will report in to the Senior Director of CPX Ops and Strategic Initiaves; they will lead the Operations team, working in partnership with the wider EMEA CPX functions (Delivery Services,  Support, Partner and Customer Success), to enable effectiveness as we scale and innovate, through streamlined processes, tools and data.

Our EMEA CPX Ops vision is to be valued operators, advising and enabling CPX to be it’s best, and accelerate to self-funded (effective growth)!

Through effective leadership, this results-oriented leader will continue to transform our operations team, through successful execution of our core operations: Enablement, Systems/Tools, Data & Analysis, Communications; as well as build out our capability in:  Resource Modelling,  Optimisation (Automation, AI), Customer Journeys and Voice of Customer (VoC).

This role will work closely with our counterparts in Global CPX Operations to influence and leverage the broader CPX Operations strategy and execution.

What You’ll Do

• Work closing with the EMEA CPX Functional leaders to assess and develop our operational capability to support Functional strategy

• Work in partnership with Global Operations to leverage the breadth of resources and capability, ensure alignment, maximise synergies, co-develop strategies, and represent EMEA’s voice and needs

• Transform day-to-day operations and activities to reduce administrative overhead

• Enablement: enabling the CPX organisation with the knowledge, skills and playbooks, for both onboarding, and existing employees as our products, GTM and industry/market evolves

• Data and Analysis: developing the core MI and insights through dashboards to enable effective data-led decisions, through self-serve

• Systems/Tools: maximising the value from our systems/tools, to enhance the effectiveness of our CPX team (Gainsight, Zendesk, and others)

• Resource Modelling: resource allocation, utilisation, capacity planning and long-term resource modelling

• Process optimisation: continuous improvements of our internal processes to streamline and enable effective scalability

• Customer Journeys: support in the development and operationalisation of key customer journeys (e.g. digital onboarding, customer campaigns)

• VoC: consolidate insights from Voice of Customer and Voice of Partner, to influence strategy/product decisions and improve customer satisfaction

• Lead a team of direct reports in the CPX Operations team

What You’ll Need 

Minimum Qualifications 

• 10+ years of related career experience in Operations, Customer Success, Professional Services or Product Implementation in a technology organization - preferably SaaS

• Undergraduate degree or equivalent combination of relevant career experience and expertise

Preferred Qualifications

• 5+ years of management experience with demonstrated effectiveness building and managing a team

• Operating knowledge of Customer Success and Professional Services within a technology organization - preferably Software as a Service (SaaS)

• Experience working inside of a high-growth technology organization - preferably SaaS

• Deep knowledge of data analysis in relation to Customer Success, Partnerships, Professional Services and operational metrics

• Experience leading and supporting all activities related to resource planning, capacity planning and availability of workforce

• Proven ability to effectively lead and manage others with strong and effective delegation and direction

• Proven ability to manage complex projects and initiatives, with a track record of delivering results on time and on budget

• Strong communication and interpersonal skills, with the ability to build relationships and influence stakeholders at all levels

• Excellent presentation skills

• Strong sense of learning agility

Travel Requirements & Working Conditions

• Up to 15% travel for customer and internal events

• Reliable internet access for any period of time working remotely and not in a Workiva office

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