Senior Director, Customer Success Ops

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🌲 North Carolina – Remote

🌲 North Carolina – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

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Quest Software

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🔒 Cybersecurity

☁️ SaaS

Cybersecurity • Data Management • SaaS

Quest Software is a technology company that specializes in developing and managing software solutions for IT operations, data management, and cybersecurity. They provide a range of products aimed at helping organizations modernize their IT infrastructure, secure their data, and ensure seamless operations whether in the cloud or on-premises. Quest's offerings include endpoint management, identity protection, disaster recovery, and database management tools, empowering businesses to enhance their IT resilience and optimize data utilization in an increasingly digital world.

📋 Description

• 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 • Build and maintain change management playbooks to support organizational transitions and new initiatives • Establish certification paths and skill assessment frameworks to ensure consistent competency across CX teams • Drive measurable reductions in escalation rates through improved agent preparedness and readiness programming • 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 • Develop automation playbooks for repetitive workflows to reduce manual effort and improve time to insight • Create and maintain a cross-organizational data dictionary ensuring consistent, trusted metrics enterprise-wide • Ensure scalable AI deployment with appropriate risk controls and stakeholder alignment • 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 • Lead cross-functional program governance, status reporting, and executive communication on CX program health • Drive vendor consolidation and license optimization to reduce tool sprawl and lower total cost of ownership • Serve as the single source of truth for CX program health, ensuring improved cross-org alignment on priorities

🎯 Requirements

• Bachelor’s degree in Business, Information Systems, Operations Management, or a related field • 8+ years of progressive experience in CX operations, support operations, or a related operational leadership role within a technology or SaaS company • 5+ years of people management experience, including leading managers and cross-functional teams • Demonstrated experience building and scaling enablement, data governance, or technology operations programs • Strong track record of driving operational efficiency through process improvement, automation, and data-driven decision making • Proven ability to define KPIs, build dashboards, and translate data into actionable insights for senior leadership • Preferred Master’s degree or MBA • Experience with AI/ML governance frameworks and deploying AI-driven automation in a CX or support environment • Familiarity with CX platforms such as Salesforce Service Cloud, Zendesk, or similar enterprise support tools • Background in change management methodologies (e.g., Prosci, ADKAR) and experience in a global organization • ITIL, PMP, or Six Sigma certification

🏖️ Benefits

• Health insurance • Professional development opportunities • Flexible working hours • Paid time off