Senior Director, Deal Desk & OM

This hybrid position requires two days per week in our Austin office.

About you 

You’re a collaborative, data-driven, and creative problem-solver who loves diving into the details. You thrive in dynamic environments like ours where you can strategically build systems, processes, and tools to create best-in-class customer experiences. You love influencing our company’s growth journey and enabling our internal go-to-market teams to efficiently generate revenue and scale.

About this role 

We are seeking a highly skilled and experienced Senior Director of Deal Desk and Order Management (OM) to join our mission at Udemy to improve lives through learning. In this role, you will be responsible for leading our global desk and order management teams that support and execute initiatives to drive revenue growth, optimize operational efficiency, and enhance overall go-to-market performance. The ideal candidate will have a strong background in Deal desk strategy, operations management, people leadership and a proven track record of driving profitable revenue growth in the SaaS industry at scale of $1B+ ARR.

The Senior Director of Deal Desk & OM will play a pivotal role in driving business results, growth, profitability, and creating scalable processes within the Udemy Business organization. This position requires a proactive leader with strong operating rigor, analytical capabilities, critical thinking, and problem-solving skills. This role will collaborate closely cross-functionally across Sales, Customer success, Finance, Legal and other RevOps functions.

What you'll be doing

Deal desk/OM operations

• Support and partner with global Sales, Customer success leaders and Renewals Managers to maximize deal execution by providing guidance and support on contract negotiations (deal structure, discounting guidance, contract terms)
• Streamline and automate processes for deal approvals,order processing, thresholds and rules, approval routing and workflow design, and communications.
• Define and manage workflows involved with the approval process of non-standard deals and actively collaborate with multiple departments to close the deal.
• Identify systematic operational process improvements in Salesforce and CPQ with other cross-functional teams and work closely with them to define, design, and deploy enhancements.
• Maintain velocity and compliance for overall deal flow and order booking making sure contracts are complete, accurate, and adhere to our policies.

Deal desk strategy

• Benchmark pricing discipline and leverage data intelligence to improve pricing strategy and realized pricing/margins 
• Create feedback loops that allows our deal pricing and packaging structures to adapt to changes in market conditions and capture early signals
• Drive the right mix of deal structures and quoting between deal desk and self service through automation and standardization tailored to company’s strategic objectives
• Understand the market and competitive landscape and provide feedback to internal teams to enhance our products and drive improvements to our bundling, packaging, and pricing.

Performance Analytics and Reporting:

• Establish OKRs and metrics to evaluate quoting performance, efficiency, and revenue growth.
• Define key deal metrics and track deal data. Use business intelligence and leverage data to understand what's working and what's not, reporting on trends, risks, and areas for the business to improve
• Prepare and present comprehensive quoting/pricing reports, forecasts, and dashboards to executive leadership and stakeholders.

Cross-Functional Collaboration:

• Drive cross-functional initiatives to improve customer acquisition, retention, and upsell opportunities through data-driven insights and customer feedback.
• Develop strong collaborative relationships with key stakeholders across the organization, including in Sales, Customer success, Legal. Pricing, Product, Order Management, and Finance

Leadership and Team Development:

• Provide strong leadership, mentorship, and guidance to the sales strategy and operations team, fostering a culture of accountability, innovation, and continuous learning.
• Recruit, onboard, and develop top talent ensuring a high-performing and engaged team that is results oriented.

What you’ll have

• Proven experience of 8+ years of building and leading a Desk desk function.
• Track record of scaling high-growth B2B SaaS sales organizations of $1B+ ARR
• Strong operating rigor with demonstrated track record of consistent continuous improvement
• Experience developing and implementing contract policies, processes and systems improvements.
• Strong analytical skills with the ability to translate data into actionable insights.
• Excellent verbal and written communication skills, with the ability to effectively communicate with senior leaders.
• Ability to influence sales and customer success execution and lead change management initiatives.
• Passion for creative problem-solving in ambiguous situations.

We understand that not everyone will match each of the above qualifications. However, we also realize that everyone has unique experiences that can add value to our company. Even if you think your background might not perfectly align, we'd love to hear from you!

Life at Udemy 

We aspire to be as vibrant and dynamic as the communities we serve, as inquisitive as those who use our platform, and as revolutionary as the future we strive to open for everyone. Here are some of the things we love about life at Udemy:

• We’re invested in creating an inclusive environment that welcomes a diverse range of backgrounds and experiences. From creating employee resource groups, ensuring we’re a Fair Pay Workplace, and building a flexible work culture, our belonging, equity, diversity, and inclusion (BEDI) initiatives always put our people first. We want you to be able to bring your authentic self to work because when we all do, we’re better for it.

• Learning is what we do – inside and out. Our Learning & Development team is second to none, helping ensure your journey is one of continuous progression. You’ll also have unlimited access to Udemy courses, monthly UDays (meeting-free professional development days), and a generous annual professional development stipend.

• Our reason to exist is to revolutionize learning – that calls for taking risks and learning from failures. Whether it’s our hackathons (a company-wide effort to envision new possibilities for our product) or sharing our prototypes, we see experimentation as a crucial step on the path to success.

• We’re committed to creating world-class employee experiences and are proud of the recognition of this by Great Place to Work.

Of course, the best thing about being part of Udemy is knowing your work makes a difference for people and organizations around the world. You’ve got the skills; why not use them to help others develop theirs?

At Udemy, we value diversity and inclusion and consider qualified applicants without regard to race, color, religion, sex, national origin, ancestry, age, genetic information, sexual orientation, gender identity, marital or family status, veteran status, medical condition, or disability. We will consider for employment qualified applicants with arrest and conviction records.

Our Benefits Start With U

Our benefits package at Udemy “starts with U” and is grounded in mission-driven benefits that intentionally align with our core values. Here’s a sneak peek at just a few highlighted benefits if you’re a full-time Udemate based in the United States:

• Core Benefits: Comprehensive medical, dental, vision, life/AD&D, and disability coverage

• HSA/FSA/Commuter: Pre-tax savings/spending plans, including HSA employer contributions

• Transgender Benefits: Expanded medical coverage for gender-affirming care

• Parental Benefits: Financial assistance for fertility (including egg-freezing), adoption, and surrogacy expenses; twelve weeks of paid family bonding for birth, surrogacy, adoption, and foster placement (plus up to six to ten weeks of paid disability leave for birthing parents) as well as a two-week “ease-back” program that enables parents to return part-time at full pay

• Whole U: Fully paid memberships for meditation/mindfulness, therapy/coaching visits, financial planning, fertility and family building, maternity and newborn care, parenting and pediatrics, menopause care, breastmilk shipping, and caregiving support

• Learning: Free access to Udemy and Udemy Business plus a yearly stipend to spend on professional development

• Retirement: Pre-tax and Roth 401(k) plan with an employer contribution

• Charitable Giving: Corporate charitable match for eligible nonprofits and charities

• Vacation: Flexible vacation for salaried Udemates and fifteen days per year for hourly

• Holidays: Twelve paid holidays throughout the year

Information regarding data privacy is available within the Udemy Careers Privacy Notice.