Senior Director, Lead of Customer Operations

About the role

The Senior Director, Lead of Customer Operations will oversee a combined Customer Operations and Inside Sales organization, managing a team of 35+ professionals and frontline leaders. This role focuses on driving operational excellence, strengthening customer relationships, and coordinating between Customer Operations and Inside Sales.

Responsibilities

• Build a high-performance culture focused on accountability, responsiveness, customer success, and execution discipline
• Drive operational excellence across customer-facing workflows including escalations, order support, issue resolution, service coordination, and inside sales engagement
• Strengthen customer relationships through consistent execution, timely communication, and high-quality support across the full customer interaction model
• Partner closely with sales, sales operations, supply chain, finance, planning, customer service, and other cross-functional stakeholders to improve end-to-end business outcomes
• Establish clear operating rhythms, performance metrics, service expectations, and management processes to improve speed, predictability, and quality
• Improve how Customer Operations and Inside Sales work together to support bookings, revenue execution, customer satisfaction, and commercial responsiveness
• Identify process gaps and implement scalable workflows, controls, and best practices that support growth
• Lead complex customer escalations with urgency, sound judgment, and strong cross-functional alignment
• Develop organizational capability through coaching, talent development, succession planning, and leadership bench building
• Help shape a modern, agile, and customer-centric operating model for Altera as an independent company

Qualifications

• 15+ years of experience in customer operations, sales operations, inside sales, commercial operations, or related business leadership roles
• 7+ years of people leadership experience, including leadership of managers and larger-scale teams
• Proven success leading customer-facing operational organizations in dynamic, fast-paced, and highly matrixed environments
• Experience in semiconductor, FPGA, or related technology industries
• Familiarity with channel, distribution, and partner-led business models
• Strong background in customer operations, including process improvement, escalation management, and cross-functional execution
• Experience leading teams responsible for customer engagement, operational support, and commercial responsiveness
• Demonstrated ability to improve service levels, team performance, and operational discipline through strong leadership
• Excellent communication, organizational, and stakeholder management skills
• Ability to operate effectively at both strategic and tactical levels

Preferred Qualifications

• Deep expertise in customer operations with complementary leadership experience in inside sales or commercial support organizations
• Experience supporting complex customers, high-volume activity, and high-visibility business issues
• Proven ability to lead through transformation, organizational change, or company stand-up environments
• Energized by the opportunity to help build Altera’s next chapter as an independent company