Description
We are looking for a Strategic Operations Lead to build and operate a system that drives business growth and decision-making. As a strategic thought partner and hands-on operator, you will work cross-functionally with various teams to establish key metrics, compensation models, and performance evaluation frameworks.
Responsibilities:
- Establish key metrics and compensation models for the ADM organization
- Evaluate performance of the business, drivers and trends, and guide targeted action plans
- Build, refine and optimize headcount and capacity models to ensure we make the right investments
- Build, refine and optimize segmentation modeling to ensure we deliver the right service model that ultimately leads to revenue growth
- Build and operationalize frameworks with the ADM organization, such as health scores, maturity models and corresponding playbooks that drive usage and growth
- Build and operationalize dashboards that surface the right KPIs and insights at the right time to drive action across all levels of the organization
- Build and operationalize an end-to-end operating cadence for the leadership team to support fast, informed decision-making
- Serve as a trusted advisor to the leadership team; think big picture and also lean in to figure out how to get things done iteratively
- Partner closely with cross-functional stakeholders in RevOps, Go to Market, Finance and more to bring concepts to life rapidly, and iterate and evolve together
- Incorporate a global mindset into your work, taking into account local nuances and input and ensuring global plans stick regionally
Requirements:
- Experience in Customer Strategy and Operations; Customer Success or Account Management focus strongly preferred
- Builder mindset - comfortable building from the ground-up and adept at flexing between launch and iterate vs. going deep
- Strong analytical and modeling skillset
- Strong operations mindset - have an eye for critical foundations such as capacity modeling, staffing, planning and process
- Experience with CS frameworks such as health scores and maturity models , but with an open-mindedness to evolve them to meet our business needs
- Excellent stakeholder management skills, comfortable operating across levels and audiences to get things done
- Strong project management skills, can clearly outline what needs to happen and know how to keep your team informed and engaged