Lead, Global Services Strategy & Operations

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Klaviyo is looking for a Global Services Operations Lead to join our Customer Experience Operations team. This role keeps the Global Servicescomprised of Professional Services Customer Education and Onboardingoperating engine running day to day managing the variety of projects systems and cross-functional initiatives that support resourcing service delivery and reporting for the services organization. Youll partner closely with the Senior Manager of Professional Services Operations and stakeholders across Sales Customer Success Support and Partners to execute operational initiatives build and maintain the automations and processes the team relies on and bring structure to ambiguous cross-functional problems.

This is an individual contributor role for someone who enjoys rolling up their sleeves: managing multiple concurrent projects orchestrating enhancements or building hands-on in tools like Salesforce Tableau Snowflake and driving process improvements without a team behind them. Youll bring independent judgment to how you get things done.

• Independently manage a portfolio of operational projects and initiatives for Global Services Strategy & Operations balancing multiple short- and mid-term priorities at once.
• Translate ambiguous asks from stakeholders and cross-functional partners into clear project plans timelines and success criteria.
• Keep initiatives on track by coordinating across Sales Customer Success Support Partners IT and Product flagging risks and proposing solutions before they become blockers.

• Build document and maintain the systems and automations that support services reporting alerting and workflow needs.
• Identify opportunities to streamline manual or error-prone processes and design more scalable repeatable solutions.
• Own documentation for operational processes so theyre auditable and easy to hand off or scale.

• Support the development and upkeep of operational metrics and dashboards (e.g. attach rate pipeline resourcing service delivery health) that inform PS Operations and leadership decisions.
• Partner with analysts and stakeholders to ensure the data feeding these reports is accurate and timely.

• Act as a go-to point of coordination for internal and external partners solving problems that span multiple functional areas.
• Evangelize new tools processes and ways of working across PS Sales and CS stakeholders.
• Build and maintain relationships that create coordination across groups both internal and external (e.g. implementation partners).

• 46 years of experience in professional services operations program/project management revenue operations or a related operational role ideally in a fast-paced SaaS or technology company.
• Proven ability to independently manage multiple concurrent projects and shifting priorities exercising sound judgment on how to drive results.
• Hands-on experience with systems like Salesforce Tableau Google Sheets/Apps Script Zapier or similar automation and reporting tools. SQL experience is a plus.
• Strong analytical and problem-solving skillscomfortable evaluating ambiguous situations and data to design creative effective solutions.
• Excellent communicator who builds trust with stakeholders across functions and levels from individual contributors to leaders.
• A builders mindset: energized by creating new approaches processes and tools rather than only maintaining existing ones.

• Experience supporting a Professional Services Customer Success or Support organization specifically.
• Familiarity with professional services automation (PSA) tools and project management systems.
• PMP or other project/program management certification.