Director of Customer Service Process Automation

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $190k - $200k / year

⏰ Full Time

🔴 Lead

🤖 Robotics

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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KnowBe4

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2010

🔒 Cybersecurity

☁️ SaaS

📚 Education

Cybersecurity • SaaS • Education

KnowBe4 is a leading platform specializing in security awareness training and simulated phishing to help organizations manage the human element of cybersecurity. The KnowBe4 HRM+ platform is used by approximately 70,000 organizations globally to bolster cybersecurity risk management strategies, integrating AI-powered solutions to improve security culture and user behavior. KnowBe4 offers a comprehensive array of products including email security, security coaching, and compliance training, designed to educate and protect against social engineering, phishing, and other cyber threats. Its innovative approach combines real-time security coaching and AI-defense agents to mitigate human risks and reduce vulnerabilities. Trusted by many top cybersecurity companies, KnowBe4 is a significant player in enhancing security awareness and compliance across industries.

📋 Description

• Act as the primary point of contact between Customer Success & Support and BizApps and ePMO • Decompose business processes and operational requirements into system requirements, Jira epics, stories, and tasks • Own and maintain the Customer Success, Subscription Renewals & Support capabilities roadmap • Identify, scope, and champion workflow automation, conversational AI, and AI agent adoption opportunities • Partner with CS and Support leadership to identify process gaps, inefficiencies, and system-enabled improvements • Drive roadmap prioritization based on business impact, technical feasibility, and strategic alignment • Facilitate regular cadences with BizApps and ePMO to review backlog health, sprint progress, and milestones • Establish delivery practices that improve clarity and consistency in cross-functional execution • Translate ambiguous business requests into structured requirements documentation • Monitor roadmap initiative delivery and communicate status, risks, and outcomes to CS and Support leadership • Build working relationships across Customer Success, Customer Support, BizApps, ePMO, Sales, Finance, and other stakeholders • Serve as a subject matter expert on customer organization tools, systems, CRM, automation workflows, and AI-enabled solutions • Provide recommendations on tooling decisions, platform configurations, and customer-facing process changes • Develop OKRs and success metrics for delivered capabilities

🎯 Requirements

• Remote positions open to candidates located in the United States • Bachelor's Degree or equivalent work experience and education preferred • 5+ years of leadership experience in cross-functional delivery, business operations, or a related role spanning Customer Success, Support, or Customer Experience within a SaaS company • Experience serving as a liaison between business stakeholders and technical delivery teams, with a track record of translating business strategy into executable system requirements • Experience with workflow automation, conversational AI, LLMs, or AI agent technologies, particularly in support, self-service, or customer experience contexts • Hands-on experience with Salesforce, including SalesCloud, ServiceCloud, Experience Cloud, and eCommerce • Experience with adjacent Customer Success tooling such as Gainsight or ChurnZero, Zendesk, and subscription billing/revenue systems is a plus • Experience engaging with a PMO or ePMO, or working within formal project delivery frameworks • Experience managing or mentoring others in this domain is a plus • Proficiency with Jira or similar project/roadmap management tools; ability to create and manage epics, stories, and backlog items • Ability to establish and evolve delivery governance practices • Ability to decompose complex business processes into structured requirements and actionable work items • Exceptional ability to communicate technical concepts to non-technical business stakeholders and business context to technical teams • Consultative approach with ability to influence cross-functional priorities without direct authority • Strong analytical and process-oriented mindset with an eye for operational improvement and measurable outcomes • Self-motivated with ability to operate with minimal supervision and drive clarity in ambiguous situations • Ability to build trust and rapport across leadership levels and functional teams • Applicant assessment and background check may be part of the hiring procedure

🏖️ Benefits

• Company-wide bonuses based on monthly sales targets • Employee referral bonuses • Adoption assistance • Tuition reimbursement • Certification reimbursement • Certification completion bonuses • Modern, high-tech, and fun work environment