Senior Director, Customer Operations Strategy, AI & Automation
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Job Description
Engageware Senior Director scaling customer operations, AI, and automation across SaaS customer success, support, services, and marketing. Building systems, workflows, data visibility, and operating discipline for growth.
Responsibilities:
- Serve as the senior leader for Customer Operations strategy across Customer Success, Support, Services, and Marketing Operations
- Define and lead the customer organization operating model, including workflows, ownership boundaries, handoffs, governance, and management cadences
- Implement process improvements across demand generation, onboarding, adoption, support, escalation, renewal, and services delivery
- Translate business goals into measurable operating plans, systems requirements, and execution priorities
- Build consistent operating practices across products, regions, and customer segments
- Define and drive the AI and automation roadmap across the customer organization
- Identify and implement automation and AI use cases for health scoring, QBR preparation, customer insights, case triage, escalations, knowledge access, and service delivery
- Create an automation evaluation framework based on impact, feasibility, risk, and change-management cost
- Partner with Product, Engineering, and IT on internal tooling, workflow orchestration, and agent-assisted processes
- Establish guardrails for AI and automation, preserving human judgment where required
- Own systems and processes for account health, proactive customer motions, renewal readiness, support escalations, services coordination, and lifecycle marketing handoffs
- Standardize playbooks, stage definitions, service motions, escalation paths, campaign workflows, and handoff expectations
- Improve SLA visibility, case flow, triage quality, escalation readiness, project visibility, delivery consistency, capacity planning inputs, and customer handoffs
- Partner with Marketing Operations on lifecycle processes, data quality, segmentation, campaign handoff logic, and reporting alignment
- Own the operations technology stack strategy, including Gainsight, Salesforce, Glean, Jira, ThoughtSpot, Clay, and related tools
- Ensure customer, marketing lifecycle, operational, and account data flow cleanly across systems
- Improve data quality, taxonomy, and workflow hygiene
- Lead scalable workflows for prioritization, ticket linkage, escalation documentation, account intelligence, campaign-to-customer handoffs, and collaboration
- Partner with technical teams on administration, integrations, permissions, data models, and automation design
- Build the customer organization reporting framework, dashboards, metrics, and recurring operating reviews
- Establish visibility into customer health, support performance, services delivery, escalations, renewals, automation impact, lifecycle conversion, and AI value
- Turn operational data into actionable leadership insights and support KPI analysis
- Build a high-performing Operations function
- Coach others on process discipline, systems thinking, and AI and automation use
- Lead change management and adoption for workflows, tools, reporting structures, and operating standards
- Lead by example through strategic leadership and hands-on problem solving
Requirements:
- 8+ years of experience in Customer Operations, Customer Success Operations, Marketing Operations, Support Operations, Services Operations, or a closely related function within a SaaS or technology company
- 4+ years of experience leading teams, major cross-functional initiatives, or both
- Demonstrated success building or scaling operational systems across multiple customer-facing or go-to-market functions
- Strong experience with Gainsight, Salesforce, Jira, Glean, ThoughtSpot, Clay, BI/reporting tools, and workflow automation systems
- Proven ability to design and improve complex processes spanning data, people, and technology
- Experience identifying and implementing AI and automation use cases in business operations
- Sound judgment regarding risk, controls, and where human review is required
- Strong analytical mindset and ability to create structure, measurable metrics, and scalable execution
- Excellent communication and stakeholder management skills
- Ability to influence senior leaders and work across technical and non-technical teams
- Strong project and program management discipline
- Ability to prioritize competing demands and advance high-impact initiatives
- Hands-on operating style
- Experience in fintech, regulated industries, or other complex customer environments strongly preferred
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