The Role 

The Director, Customer Office Operations, is a strategic execution leader responsible for improving operational effectiveness across the Customer Office. Working closely with Customer Office leadership, this role identifies complex 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. 
 

Your Day-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. 

• Identify opportunities to streamline workflows, leverage automation, 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  

• 6–10 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 with strong executive presence. 

• Advanced proficiency in 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 enterprise software.