Senior Director, Services Transformation

Key Responsibilities

Strategic Leadership & Vision

• Develop and execute on the transformation roadmap for the Services organization aligned with company goals for customer success, retention, and revenue growth
  
•  Lead initiatives to modernize service delivery, including playbook redesign, digital delivery models, and self-service enablement
• Partner with senior leadership across services to ideate, prioritize and launch new service offerings
• Collaborate with Product, Engineering, Sales, and Customer Success teams to integrate services more effectively across the customer lifecycle
• Lead transformational change and integration planning and execution as we contemplate strategic M&A

Service Delivery Optimization

• Redesign operating models to improve service margin, scale onboarding and implementation, and reduce time-to-value.
• Drive adoption of customer health scoring in partnership with customer-facing teams to enhance service engagement, customer retention, and CSAT

AI, Technology & Infrastructure

• Evaluate and implement tools and platforms that enable automation, analytics, and a frictionless service experience
• Drive digital transformation initiatives to enhance operational agility and self-service capabilities
• Champion our AI strategy in services to identify, prioritize, and execute on AI initiatives (e.g., GenAI, Agentic AI, RPA) to drive efficiencies and improve customer satisfaction

Cross-Functional Program Execution

• Serve as a program lead for cross-functional efforts involving Customer Success, Customer Support, Revenue Operations, and Product.
• Program manage and track success through business KPIs

Executive Reporting

• Develop and deliver executive-level presentations for the Executive Leadership Team and Board on strategic plans, progress, and transformational change
• Drive analytics and story-telling in PowerPoint to narrate, guide, and persuade executive audiences

Qualification & Requirements

Key Skills

• Bachelor’s degree required; MBA preferred
• 10+ years of experience in corporate strategy, management consulting, business operations and strategy, or related strategic transformation role
• Experience in driving strategic initiatives in an Enterprise SaaS or Services environment
• Strong analytical mindset with experience using data to drive strategy and process improvement
• Strong program management skills and executive stakeholder engagement experience.
• Exceptional leadership, communication, and cross-functional collaboration skills
• Familiarity with and interest in leveraging AI to drive operational efficiencies
• Ability to travel (10%)

Benefits

We offer a robust total rewards package that supports individuals to be their best and protects the well-being of participating dependents. Such benefits include:

• Medical
• Dental
• Vision
• Health savings
• Flexible savings
• Commuter benefits
• Matching 401K
• PTO
• VTO
• Life insurance
• Pet insurance
• Employee assistance programs
• Mental health programs
• Charitable giving
• Coaching
• Career growth
• and much more