Director, Customer Office Operations

The Role

The Director Customer OfficeOperationsis a strategic execution leader responsible for improving operational effectiveness across the Customer Office. Working closely with Customer Office leadership this roleidentifiescomplex business challenges develops practical solutions and drives execution across high-priority customer and business initiatives.

Success in this role requires a consulting-oriented mindset combining structured problem-solving analytical rigor executive communication and operational leadership. The ideal candidate thrives in ambiguous environments influences across organizational boundaries and translates strategy into measurable business outcomes through disciplined execution and continuous improvement.

YourDay-to-Day

Solve Complex Business Problems

• Analyze operational challenges and develop practical scalable recommendations that improve Customer Office effectiveness.

• Build and enhance operating mechanisms governance processes dashboards and reporting that improve visibility and execution.

• Identifyopportunities to streamline workflowsleverageautomation and improve organizational performance.

• Develop executive-ready analyses business reviews and recommendations that support informed decision-making.

Lead Cross-Functional Execution

• Lead high-impact initiatives spanning Customer Success Renewals Support Services Product Sales and other partner organizations.

• Drive accountability for customer recovery plans executive commitments and strategic initiatives by ensuring clear ownership priorities and follow-through.

• Remove execution barriers proactively manage risks and accelerate delivery of business outcomes.

• Influence stakeholders at all levels to achieve alignment and drive results without direct authority.

Enable Customer Office Leadership

• Manage key Customer Office operating cadences leadership reviews and execution rhythms that improve organizational alignment.

• Support executive engagement activities for at-risk and escalated customers by coordinating follow-through tracking commitments and monitoring outcomes.

• Surface emerging risks trends and operational insights to support leadership decision-making.

• Foster a culture of accountability operational excellence and continuous improvement across the Customer Office.

What You Bring to the Team

Required Qualifications

• 610 years of experience in management consulting business operations strategy & operations program management or related disciplines.

• Prior customer-facing experience within Customer Success Professional Services Account Management Sales Consulting or similar functions.

• Demonstrated success leading complex cross-functional initiatives involving senior executive stakeholders.

• Strong structured problem-solving analytical and critical thinking capabilities with the ability to translate complex business challenges into actionable recommendations.

• Proven ability to influence across organizations build alignment and drive execution without direct authority.

• Experience developing executive presentations business reviews dashboards KPIs and operational reporting.

• Outstanding written and verbal communication skills withstrongexecutive presence.

• Advancedproficiencyin Microsoft PowerPoint Excel and collaboration/project management tools.

Preferred Qualifications

• Experience with a leading management consulting firm (e.g. McKinsey Bain BCG Deloitte EY-Parthenon Kearney Accenture Strategy or equivalent).

• Experience supporting executive leadership teams or business operations organizations.

• Experience improving operating models governance mechanisms business management systems or organizational effectiveness.

• Experience leading customer recovery initiatives executive customer engagement programs or complex customer escalations.

• Background in SaaS cybersecurity or enterprisesoftware.