Director Customer Operations

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Anywhere 🌎
Type
Full Time
Opening date
Closing date
26 Jun 2021
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135

Udacity’s mission is to train the world’s workforce in the careers of the future. We partner with leading companies to learn how technology is transforming industries, then teach the critical tech skills that individuals need for new and better jobs, and companies are looking for in their workforce.  With Nanodegree programs ranging from AI and Azure to Data Science, Robotic Process Automation, and Cybersecurity, our online training platform helps even the busiest learners prepare themselves for the most in-demand tech roles.

Udacity’s unique learning model of real-world projects and experts and mentors available 24/7 enables an unprecedented degree of engagement with our students, and we are with them through every step of their learning journey—from the first moment a marketing team member might answer a question, to the penultimate moment when a career team member receives word that a graduate has gotten a new job. Always putting Students First guides us as we continue our mission to bring the highest quality learning possible, to as many learners as we can possibly reach.

Udacity is hiring a Director of Customer Operations to shape our operations strategy, infrastructure and processes necessary to support the global Udacity Customer Success team.

You will report directly to the SVP, Customer Success and Student Operations and lead a team of Success Operations Managers, Technical Customer Success Managers, and Post Sales Engineers.  You will be responsible for increasing the effectiveness and efficiency of the Customer Success team. The ideal candidate is a proven leader in high-growth SaaS environments and has deep experience managing process improvements across multiple departments.

What You’ll Do

  • Lead, inspire, manage, and mentor team members
  • Be Data-Driven:  Define team KPIs, monitor progress, communicate them across the business, and refine strategies for attaining them.
  • Oversee project and engagement management activities
  • Own and optimize our Success platforms and tooling (Gainsight, tools like Tableau or Looker, SFDC)
  • Ensure data quality and consistency across systems
  • Lead the creation of customer engagement workflows including but not limited to customer goal mapping, engagement playbooks, risk management, cross-functional coordination, and outcome optimization
  • Coordinate and participate in strategic cross-functional initiatives related to product quality & VoC, customer experience management, marketing programs, and engagement initiatives

What we value

  • 5+ years building and leading a customer operations function in a high growth SaaS startup
  • Strong experience working with cross-functional teams to achieve common goals
  • Experience working across multiple countries and geographies
  • Experience with business systems integration preferred
  • Experience with data analysis and reporting a plus
  • Self-motivated team player with innovative ideas and the ability to thrive in a fast-paced environment
  • An ability to go deep and drive creative technical solutions while also building an enduring team

Consider applying if your experience is close to what we described above. We look for people with exceptional potential, as we know highest performing teams include people of diverse backgrounds, perspectives, and life experiences.

Udacity is committed to creating economic empowerment and a more diverse and equitable world. We have partnered with AT&T, Google, Lyft, Microsoft, Accenture and more to provide over 22,000 scholarships this year to those from communities under-represented in tech.

To ensure that our products and culture continue to incorporate everyone’s perspectives and experience we never discriminate on the basis of race, color, religion, sex, gender, gender identity or expression, sexual orientation, marital status, national origin, ancestry, disability, medical condition (including genetic information), age, veteran status or military status, denial of pregnancy disability leave or reasonable accommodation.
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