Director, Strategic Operations

About the Role

The Director / Sr. Director of Strategic Operations is a senior leader who serves as a strategic thought partner to the SVP of Customer Success & Value Realization. This role brings operational rigor, accountability, and execution discipline to turn strategy into measurable impact. The leader works alongside the SVP to develop and sharpen organizational strategy, then translates it into clear plans, operating rhythms, and tracked commitments across Professional Services, onboarding/implementation, partner implementation, and learning/enablement.

This leader is both a strategic thinker and a strong executor—senior enough to shape strategy and hands-on enough to drive day-to-day execution. The SVP owns the strategy and decisions, while this leader ensures they are executed with clarity, discipline, and accountability.

Responsibilities

• Strategy Development & Thought Partnership (20%)
  • Partner with the SVP to develop and refine organizational strategy, bringing analysis, market insights, and well-formed options to inform decisions.
  • Pressure-test the SVP’s thinking, surfacing key questions, tradeoffs, and risks to improve decision-making.
  • Frame complex, ambiguous problems into clear choices and recommendations to guide organizational focus.
• Strategic Execution & Accountability (20%)
  • Translate strategy and priorities into clear operating plans with defined goals, milestones, owners, and success metrics.
  • Track commitments end-to-end, drive follow-through, and hold teams accountable for progress, escalating as needed.
  • Bring structure and momentum to high-ambiguity initiatives to ensure they stay on track.
• Operating Rhythm & Cadence (15%)
  • Build and run the operating rhythm for the organization, including leadership meetings, business reviews, and cross-functional check-ins to maintain alignment and accountability.
  • Prepare the SVP and leadership team for key meetings with agendas, pre-reads, and clear follow-ups to optimize time and outcomes.
  • Synthesize materials for SLT/ELT and Board reviews, turning complex performance and strategy into clear, decision-ready narratives.
  • Standardize operating processes and expectations across teams to drive consistency and efficiency.
• Performance Visibility & Insight (15%)
  • Build and maintain reporting and dashboards to provide timely visibility into delivery, implementation health, value realization, customer satisfaction (NPS, retention trends), and operational performance.
  • Turn data into actionable insights and recommendations, flagging gaps and risks early to enable proactive responses.
  • Standardize metric definitions and reporting across teams to ensure consistent performance measurement.
• Cross-Functional Program Leadership (15%)
  • Lead high-priority, cross-functional initiatives on the SVP’s behalf, managing timelines, risks, dependencies, and outcomes.
  • Remove barriers, coordinate stakeholders, and streamline decision-making to keep initiatives moving.
  • Serve as a trusted point of coordination across functions such as Sales, Account Management, CRV, Product, Tech, Finance, Marketing, Legal, and HR.
• Operating Model & Economics Support (10%)
  • Partner with the SVP to develop the customer value operating model, clarifying handoffs, accountabilities, and evolution options.
  • Work with Finance, Rev Ops, and CRV leadership to analyze organizational economics, ensuring clarity in revenue, cost allocation, ARR influence, and value attribution.
  • Prepare analysis and materials to inform the SVP’s decisions on the operating model, investment tradeoffs, and priorities.
• Continuous Improvement & Ways of Working (5%)
  • Identify and implement improvements in ways of working, leveraging tools, automation, and practical AI solutions.
  • Incorporate lessons learned, data, and customer feedback into operational adjustments to foster continuous improvement.

Qualifications

• Significant experience in strategic operations, chief-of-staff, strategy, or program leadership in a high-growth or complex matrixed environment, at a Director/Sr. Director level.
• Proven track record of shaping strategy (through analysis, options, and judgment) and executing it (turning priorities into plans, operating rhythms, and tracked commitments).
• Strong strategic thinker and executor: senior enough to be a true operating partner and hands-on enough to drive execution.
• Strong analytical and problem-framing skills, with the ability to turn ambiguous problems into clear choices and recommendations.
• Proven ability to partner across functions to coordinate initiatives and drive accountability without direct authority.
• Strong executive presence: able to build trust, influence without authority, and hold peers and teams accountable on the SVP’s behalf.
• Excellent communication skills, simplifying complexity and aligning teams around shared plans.
• Reputation for being collaborative, organized, analytical, proactive, and dependable—bringing structure to ambiguity and momentum to fast-paced environments.

Requirements

• Experience in Professional Services, implementation/onboarding, customer success, or value-realization functions.
• Familiarity with the economics of services work—revenue, cost allocation, ARR influence, and value attribution—and comfort partnering with Finance and Rev Ops.
• Deep customer-centricity, using customer insights (NPS, retention drivers) to shape strategy and operational improvements.
• Experience building dashboards, performance frameworks, and using data to inform decisions.
• Experience implementing process improvements, operating cadences, and continuous-improvement frameworks.
• Experience applying automation and practical AI to improve team operations.

Pay

Base pay range: $171,100.00 - $207,000.00.

Benefits

• Health, dental, and vision insurance.
• Retirement savings plan.
• Paid time off.
• Health savings account and flexible spending accounts.
• Life and disability insurance.
• Tuition reimbursement.
• Most sales positions are eligible for commission; non-sales roles are typically eligible for quarterly or annual bonuses.