Senior CX Operations Lead

• Own Operational Processes: Own and continuously improve the operational processes and business requirements within the ES and PS divisions. Serve as an expert in Services Process best practices, with strong knowledge of the B2B SaaS business operations that underpin a CX Services group (e.g., services scoping and delivery, partner enablement and qualification, resource and capacity planning, and services revenue and utilization), to proactively identify bottlenecks and manual pain points, and design scalable solutions that drive efficiency.
• Deliver Operational Improvement: Lead high-impact operational programs that improve business processes and ensure alignment with departmental and company OKRs.
• Establish Data-Driven Excellence: Collaborate with the Data Engineering Enterprise Platform team (DEEP) to establish and maintain reporting frameworks that provide senior leadership with actionable insights into operational efficiency. Champion a data-driven approach, empowering teams to leverage analytics to inform their daily operations.
• Cross-Functional Leadership: Act as a trusted advisor and liaison between the CX business and key operational and technical teams. This includes regular partnership with leaders in CX business divisions and serving as a liaison with our Program Management team.
• Influence Stakeholder Partnerships: Build and maintain strong, collaborative relationships with other departments, including GTM Operations (to define and drive best-practice frameworks), and the CBO Enablement team. Collaborate with the Business Systems (BZS) team, including Salesforce Administration to support the prioritization of key initiatives for Support and Services.
• Solution Design: Liaise closely with the BZS team, building well-honed specifications and requirements documents from business cases, then working with BZS to generate elegant, scalable technical solutions. You will be responsible for defining the "what," "why," and contributing to the "how" of systems implementation. Work with Growth Engineering teams to design and build AI solutions that improve efficiency within an Operations environment.
• Change Management: Help build the change management strategy for new processes or systems, including leading internal documentation efforts and partnering with the CBO Enablement team to ensure organization-wide training and adoption.
• Technical Acumen: Possess an advanced understanding of the systems and tools used by CX, including Salesforce and other relevant platforms. Be comfortable with complex datasets and advanced analytics to support strategic process analysis.
• Lead Through Influence: Bring strong leadership qualities to a role without direct reports, working closely with both upstream and downstream teams to guide decisions, build alignment, and foster a culture of continuous improvement.

…