Sr. Director, Customer Success Ops

Key Responsibilities:

• Design and manage onboarding curriculum for new CX team members to accelerate time-to-productivity.
• Develop and deliver ongoing enablement programs for product updates, process changes, and new tool rollouts.
• Lead knowledge base curation, identify content gaps, and drive continuous improvement of self-service resources.

Data Governance & Automation:

• Standardize dashboards and KPI reporting across all CX organizations to enable data-driven decision making.
• Build and manage an AI use case pipeline with an appropriate governance framework for responsible deployment.
• Define and enforce data quality standards, validation processes, and cross-org metric definitions.

Programs, Tools & Technology:

• Own and execute a unified CX technology stack roadmap, including vendor management and consolidation strategy.
• Manage a coordinated release calendar with deployment schedules that ensure zero-disruption release cycles.
• Establish application administration SLAs and escalation frameworks across the CX tool ecosystem.