Head of Customer Performance Operations

Reporting to the Chief Technology Officer, the VP of Customer Performance Operations is responsible for operationalizing a cross-functional team of stakeholders whose purpose is to retain and grow the revenue of Fastly’s top customers. Partnering closely with leaders from Engineering, Revenue, Infrastructure, Finance, and Strategy and Operations, this role will create a scalable program that ensures Fastly is the vendor that customers find most performant, easiest to work with, and well-aligned to their business. The scope of this role and coverage of accounts it focuses on will evolve with the needs of the business and maturity of the program. This is an individual contributor position.

As Customer Performance initiative matures, this role may take on additional responsibilities relevant to the individual’s expertise and priorities of the Office of the Founder.

What You’ll Do:

• Drive the Performance Center War Room (PCWR) initiative with senior leadership, from program definition through to day-to-day operations
• Generate results for the business in terms of revenue growth and retention for top 20 customers
• Create a feedback loop between PCWR operations and related work in other areas of the business (Product, Pricing and Packaging, etc) to drive improvements that create better outcomes for our customers
• Collaborate with stakeholders across Engineering, Revenue and Business Systems / Business Intelligence teams to define, build, and track metrics, tools and process that drive actions for the program
• Develop and lead effort to proactively find and resolve performance issues affecting Fastly’s customers, finding issues before our customers do 
• Collaborate with Finance and Infrastructure to understand traffic forecasts for the top customers, and investigate unique pricing strategies,using this data to drive outcomes in the PCWR
• In partnership with Revenue and the CTO, identify additional opportunities in customer account to drive growth, working directly with customers where relevant
• Identify areas where processes can be streamlined, automated, or improved; collaborate with relevant teams to implement changes that improve customer experience or allow internal teams to move faster
• Represent the Chief Technology Officer in internal meetings, attending engineering summits and other forums as a proxy when it makes sense and there is an expertise fit
• Act as a strategic advisor to various engineering/infrastructure teams and projects as a subject matter expert. This will involve being part of various projects, task forces, and team meetings whenever it makes sense
• Advocate for the customer internally; provide insight into prospect, customer and partner requirements to Product and Engineering teams
• When it makes sense and there is an expertise fit, get involved with product requirements and development in new and emerging products and product areas

What We’re Looking For

• 15+ years of experience operating highly available distributed systems and supporting mission critical infrastructure; direct experience in CDN or Web Application and API Security companies a plus
• Experience working cross-functionally in a matrix environment; strong influencing skills and ability to get things done with teams that don’t report directly to you
• Strong communication and executive presentation skills; experience working with senior management, both at Fastly and customers/partners
• Process and detail oriented with a focus on results and outcome, not just process adherence
• Ability to operate with ambiguity; can remain calm under pressure
• Strong customer empathy

Work Hours:

• This position will require you to be available during core business hours. 

Work Locations & Travel Requirements: 

This position is open to the following preferred office locations:

• San Francisco, CA
• New York City, NY
• Denver, CO

Fastly currently embraces a largely hybrid model for most roles which allows employees flexibility to split their time between the office and home. 

Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Salary:

The estimated salary range for this position is $239,640 to $332,840. 

Starting salary may vary based on permissible, non-discriminatory factors such as experience, skills, qualifications, and location.

This role may be eligible to participate in Fastly’s equity and discretionary bonus programs.

Benefits:

We care about you. Fastly works hard to create a positive environment for our employees, and we think your life outside of work is important too. We support our teams with great benefits that start on the first day of your employment with Fastly. Curious about our offerings? 

We offer a comprehensive benefits package including medical, dental, and vision insurance. Family planning, mental health support along with Employee Assistance Program, Insurance (Life, Disability, and Accident), a Flexible Vacation policy and up to 18 days of accrued paid sick leave are there to help support our employees. We also offer 401(k) (including company match) and an Employee Stock Purchase Program. For 2024, we offer 10 paid local holidays, 11 paid company wellness days.