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Director, Client Services Strategy & Operations

StackAdapt

Customer Service & Support

IT & Telecoms GHS Confidential
1 month ago

Job Summary

The Director, Client Services Strategy and Operations will define and manage an effective rhythm of the business, develop plans for strategic initiatives (i.e. service packaging, pricing, customer health scorecards, feature adoption), and drive alignment across teams to achieve annual operating objectives. You will play a pivotal role in building the culture, camaraderie, and momentum of the team and be considered a strategic advisor to the Revenue Leadership Team

  • Minimum Qualification : Degree
  • Experience Level : Senior level
  • Experience Length : 10 years

Job Description/Requirements

What you will be doing:
  • Design annual client services operating priorities and company OKR alignment across all Client Services teams/departments
  • Lead the design, implementation and optimization of capacity planning and resource allocation
  • Support in the management of department-level P&L and expense tracking
  • Project manage and lead servicing strategy across revenue operations, sales, products, engineering, finance, etc. spanning beyond the scope of the group, requiring cross-company collaboration
  • Partner with leadership to design organizational blueprints that maximize org efficacy, support key organizational budgets (OPEX) and manage existing and future HC needs
  • Maintain the governance (Rhythm of the Business) structure across the Client Services organization (Steering Committees, Monthly Reviews, Leadership Offsites, All Hands, Operational Reviews, Team Scorecards, financial plans, etc.)
  • Develop and implement a system for tracking and reporting on the progress of the strategic plan implementation

What you’ll bring to the table:
  • 10+ years experience in Strategy & Operations, Product, Sales, Program Management, or strategic focused roles; Experience with Professional Services strategy and operations preferred
  • BA/BS in fields such as Business, Economics, Math/Science; or equivalent professional experience
  • Proven analytical abilities demonstrated through academic achievement or work experience
  • Operationally savvy, organized, and flexible, while keeping the operational processes running on time
  • Leads with empathy and fosters the development of your sales strategy & operations team
  • Expert at building relationships and providing recommendations for improvement of a business function
  • Skilled communicator with the ability to communicate complex ideas to senior leaders in a simplistic manner

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