Senior Director, Customer Operations Strategy, AI & Automation

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🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

⚙️ Operations

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Engageware

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2000

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

Engageware is an AI-powered customer engagement platform that helps organizations automate customer service and drive sales through omnichannel virtual and human-assisted interactions. The platform provides virtual assistants, conversational AI, appointment scheduling (including enterprise and Salesforce integrations), video banking, lobby & queue management, and unified knowledge management to improve customer self-service and employee efficiency. Engageware primarily serves banks, credit unions, retailers, wealth managers, higher education and other enterprises as a secure, scalable SaaS solution.

📋 Description

• 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