Director, Customer Operations

We are looking for a Director Customer Operations to own and lead the operational backbone of our global Go-to-Market function. Sitting at the intersection of Sales Finance Legal and Customer Success you will make deals close faster customers land smoother and revenue flow cleaner. You will buiild a high-performing team of 6-10 and have the mandate trust and resources to turn it into a strategic powerhouse from our Madrid hub working across a truly global operation.

What Youll Own

Revenue Integrity & Controls

• Own the end-to-end bookings process enforcing controls that protect revenue accuracy and ensure audit readiness.
• Drive accurate and timely billing across License Subscription and Professional Services reducing errors and accelerating cash collection.
• Champion the Quote-to-Cash process from opportunity to invoice eliminating friction across CRM CPQ and ERP systems.
• Own the operational performance dashboard monitoring KPIs (SLAs backlog billing accuracy cycle times) and translating data into decisions.

Customer & Partner Lifecycle Operations

• Own the operational dimension of the customer lifecycle from signature to offboarding coordinating provisioning onboarding SLAs and clean closeout.
• Manage full license lifecycle: customer provisioning demo environments internal test licenses and partner enablement.
• Own renewal quote production at scale ensuring no renewal falls through and quoting is accurate fast and commercially sound.
• Manage channel order processing and partner license fulfilment with the same standards applied to direct customers.

Go-to-Market Enablement

• Be the operational backbone for all GTM teams triaging and resolving support requests with SLAs that actually mean something.
• Provide sound operational judgment on non-standard T&Cs pricing exceptions and commercial edge cases.
• Serve as the senior escalation point for billing disputes provisioning failures and partner issues bringing calm and resolution.
• Build the knowledge infrastructure that makes your team and the GTM org self-sufficient.

Operational Excellence & Governance

• Lead inspire and grow a team of 10 distributed operations professionals delegating with intent and coaching relentlessly.
• Lead cross-functional improvement initiatives and partner with Transformation IT RevOps and Finance to drive automation and accuracy.
• Champion data integrity across all operational workflows and own audit support and internal control frameworks.

Qualifications :

• Proven senior leadership in a fast-scaling software or SaaS environment with a track record of building high-performing operations teams.
• Deep understanding of the Quote-to-Cash cycle and the levers that drive revenue accuracy and efficiency.
• Salesforce expertise is essential; broader fluency across NetSuite Zuora Conga SFDC CPQ or comparable ERP and billing tools is strongly valued.
• Exceptional communication skills able to present to a CFO coach a junior analyst and challenge a VP of Sales in the same day.
• Structured project management skills across multiple workstreams with a genuine ownership mindset.
• Partner/channel operations experience with reseller or distributor ecosystems is a strong plus.
• Masters degree or equivalent in Business Finance or Operations. Fluent English required; Spanish or additional European languages are a plus.

What Success Looks Like in Year One

• Youve earned the trust of your team and stakeholders with visible improvements to the Quote-to-Cash process.
• SLAs are meaningful tracked and consistently met; backlog and billing error rates are trending in the right direction.
• Youve identified the top two or three operational transformation priorities and have active workstreams moving against them.
• Finance Sales Legal and Customer Success see you as a partner they actively seek out.

Additional Information :

We are the pioneers and trailblazers of a global IT Market Category (DEX) that is shaping the future of how the world works giving our customers IT Teams total digital visibility across their enterprise. Our innovative solutions integrate real-time analytics automation and employee feedback across all endpoints. This enables our IT teams to solve complex technical challenges create ever more productive workplaces and deliver happy satisfied employees in the digital workplace.

With over 1200 employees across 5 continents Nexthink operates as One Team connecting collaborating and innovating to continuously grow. We call our employees Nexthinkers and our commitment to diversity inclusion and equity is second to none. We currently have over 75 nationalities working with us from all cultures and backgrounds speaking many different languages

Remote Work :

No

Employment Type :

Full-time