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Director – Customer Operations
Confirmed live in the last 24 hours
Locations
Remote • United States
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Data Analysis
Sales
Salesforce
Tableau
Looker
Excel/Numbers/Sheets
Requirements
  • 10+ years experience in implementation or operations focused role
  • 4+ years people management experience
  • Strong verbal and written communicator with experience presenting to senior leaders
  • Expertise in Salesforce, admin experience required
  • Expertise in Excel, Tableau, Looker or other similar BI tools required
  • Expertise in Tray.io, Workato, Zapier or other similar Business Automation tools a plus
  • Quantitative thinker with track record of distilling actionable insights from complex data
  • Proven track-record of leading projects to completion and following up on success
  • Experience managing broad stakeholder groups to achieve strategic objectives
  • Excited to take on big ambiguous problems that haven't been tackled before
  • Worked with Post Sales Operations in the past
  • Familiarity with SaaS business models
Responsibilities
  • Set the vision and drive the strategic direction for customer operations organization
  • Drive priorities, strategy and direction for the systems, policies and data needed to support our Customer Success (CS) and Global Services & Support(GSS) organizations
  • Develop deep expertise and influence on the key Systems and data-flows that support the customer functions, including Salesforce, Catalyst, and FinancialForce, as well as other corporate or specialist systems that need to be developed to support the practice
  • Hire, develop, and manage top talent that supports key CS and GSS operational processes and systems and be the expert operational liaison with adjacent operational teams in Product, Sales, Finance, Growth, etc
  • Work cross-functionally to ensure we have the correct processes and data in place to properly handle all customer billing queries
  • Strive to improve the day-to-day of our CS and GSS roles through process improvement and better tooling
  • Operationalize new ideas through the creation of new processes and workflows
  • Facilitate the speedy execution of CS & GSS priorities
  • Enforce consistency and global adoption of key processes through training and understanding of post sales challenges
  • Drive actionable insights through data analysis
Braze

501-1,000 employees

Customer engagement platform for marketing
Company Overview
Braze is committed to setting new standards in customer engagement. The company provides multi-channel marketing automations for companies to better engage with their customers.
Benefits
  • Competitive compensation that includes equity
  • Generous time off policy to balance your work and life, including paid parental leave
  • Competitive medical, dental, and vision coverage for you and your dependents
  • Collaborative, transparent, and fun loving office culture
Company Core Values
  • Take Your Seat At The Table - Our community welcomes and respects your unique talents and perspective
  • Don't Ignore Smoke - We help each other notice issues before smoke turns to fire
  • Shape The Future - We believe in the positive trajectory of change
  • Embrace Curiosity - We are explorers of details and new horizons
  • Seek The Truth - We combine intelligence with humility to challenge our assumptions and ask thoughtful questions
  • Be A Human - Each of us contributes to the Braze culture through our individuality