Senior Director, Customer Operations Strategy, AI & Automation

Engageware

Engageware Senior Director scaling customer operations, AI, and automation across SaaS customer success, support, services, and marketing. Building systems, workflows, data visibility, and operating discipline for growth.

Posted 8/13/2026full-timeRemote • 🇺🇸 United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Customer Operations strategy, focusing on process improvements, AI and automation implementation, and cross-functional collaboration. Proven ability to lead teams, manage complex workflows, and drive measurable outcomes in customer success and operational efficiency.

Highest-signal resume keywords

Customer Operations StrategyAI And Automation ImplementationGainsightSalesforceProject And Program Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Process ImprovementData AnalysisWorkflow AutomationOperational Systems DesignMetrics Development

Soft Skills

Excellent CommunicationStakeholder ManagementAnalytical MindsetInfluencing Senior LeadersChange Management

Tools & Technologies

GainsightSalesforceJiraGleanThoughtSpotClayBI/Reporting Tools

Industry Keywords

SaaSFintechCustomer Success OperationsSupport OperationsServices Operations

About the role

Key responsibilities & impact

Serve as the senior leader for Customer Operations strategy across Customer Success, Support, Services, and Marketing Operations
Define and lead the customer organization operating model, including workflows, ownership boundaries, handoffs, governance, and management cadences
Implement process improvements across demand generation, onboarding, adoption, support, escalation, renewal, and services delivery
Translate business goals into measurable operating plans, systems requirements, and execution priorities
Build consistent operating practices across products, regions, and customer segments
Define and drive the AI and automation roadmap across the customer organization
Identify and implement automation and AI use cases for health scoring, QBR preparation, customer insights, case triage, escalations, knowledge access, and service delivery
Create an automation evaluation framework based on impact, feasibility, risk, and change-management cost
Partner with Product, Engineering, and IT on internal tooling, workflow orchestration, and agent-assisted processes
Establish guardrails for AI and automation, preserving human judgment where required
Own systems and processes for account health, proactive customer motions, renewal readiness, support escalations, services coordination, and lifecycle marketing handoffs
Standardize playbooks, stage definitions, service motions, escalation paths, campaign workflows, and handoff expectations
Improve SLA visibility, case flow, triage quality, escalation readiness, project visibility, delivery consistency, capacity planning inputs, and customer handoffs
Partner with Marketing Operations on lifecycle processes, data quality, segmentation, campaign handoff logic, and reporting alignment
Own the operations technology stack strategy, including Gainsight, Salesforce, Glean, Jira, ThoughtSpot, Clay, and related tools
Ensure customer, marketing lifecycle, operational, and account data flow cleanly across systems
Improve data quality, taxonomy, and workflow hygiene
Lead scalable workflows for prioritization, ticket linkage, escalation documentation, account intelligence, campaign-to-customer handoffs, and collaboration
Partner with technical teams on administration, integrations, permissions, data models, and automation design
Build the customer organization reporting framework, dashboards, metrics, and recurring operating reviews
Establish visibility into customer health, support performance, services delivery, escalations, renewals, automation impact, lifecycle conversion, and AI value
Turn operational data into actionable leadership insights and support KPI analysis
Build a high-performing Operations function
Coach others on process discipline, systems thinking, and AI and automation use
Lead change management and adoption for workflows, tools, reporting structures, and operating standards
Lead by example through strategic leadership and hands-on problem solving

Requirements

What you’ll need

8+ years of experience in Customer Operations, Customer Success Operations, Marketing Operations, Support Operations, Services Operations, or a closely related function within a SaaS or technology company
4+ years of experience leading teams, major cross-functional initiatives, or both
Demonstrated success building or scaling operational systems across multiple customer-facing or go-to-market functions
Strong experience with Gainsight, Salesforce, Jira, Glean, ThoughtSpot, Clay, BI/reporting tools, and workflow automation systems
Proven ability to design and improve complex processes spanning data, people, and technology
Experience identifying and implementing AI and automation use cases in business operations
Sound judgment regarding risk, controls, and where human review is required
Strong analytical mindset and ability to create structure, measurable metrics, and scalable execution
Excellent communication and stakeholder management skills
Ability to influence senior leaders and work across technical and non-technical teams
Strong project and program management discipline
Ability to prioritize competing demands and advance high-impact initiatives
Hands-on operating style
Experience in fintech, regulated industries, or other complex customer environments strongly preferred

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account Engageware Website LinkedIn All Job Openings 201 - 500 employees Founded 2000 💼 Consulting 🏥 Healthcare 📦 Logistics Consulting
Healthcare
Logistics Engageware is an AI-powered customer engagement platform that helps organizations automate customer service and drive sales through omnichannel virtual and human-assisted interactions. The platform provides virtual assistants, conversational AI, appointment scheduling (including enterprise and Salesforce integrations), video banking, lobby & queue management, and unified knowledge management to improve customer self-service and employee efficiency. Engageware primarily serves banks, credit unions, retailers, wealth managers, higher education and other enterprises as a secure, scalable SaaS solution. Senior Director, Customer Operations Strategy, AI & Automation Job not on LinkedIn 🔥 1 minute ago 🇺🇸 United States – Remote ⏰ Full Time 🟠 Senior ⚙️ Operations 🦅 H1B Visa Sponsor Apply Now Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
Serve as the senior leader for Customer Operations strategy across Customer Success, Support, Services, and Marketing Operations
Define and lead the customer organization operating model, including workflows, ownership boundaries, handoffs, governance, and management cadences
Implement process improvements across demand generation, onboarding, adoption, support, escalation, renewal, and services delivery
Translate business goals into measurable operating plans, systems requirements, and execution priorities
Build consistent operating practices across products, regions, and customer segments
Define and drive the AI and automation roadmap across the customer organization
Identify and implement automation and AI use cases for health scoring, QBR preparation, customer insights, case triage, escalations, knowledge access, and service delivery
Create an automation evaluation framework based on impact, feasibility, risk, and change-management cost
Partner with Product, Engineering, and IT on internal tooling, workflow orchestration, and agent-assisted processes
Establish guardrails for AI and automation, preserving human judgment where required
Own systems and processes for account health, proactive customer motions, renewal readiness, support escalations, services coordination, and lifecycle marketing handoffs
Standardize playbooks, stage definitions, service motions, escalation paths, campaign workflows, and handoff expectations
Improve SLA visibility, case flow, triage quality, escalation readiness, project visibility, delivery consistency, capacity planning inputs, and customer handoffs
Partner with Marketing Operations on lifecycle processes, data quality, segmentation, campaign handoff logic, and reporting alignment
Own the operations technology stack strategy, including Gainsight, Salesforce, Glean, Jira, ThoughtSpot, Clay, and related tools
Ensure customer, marketing lifecycle, operational, and account data flow cleanly across systems
Improve data quality, taxonomy, and workflow hygiene
Lead scalable workflows for prioritization, ticket linkage, escalation documentation, account intelligence, campaign-to-customer handoffs, and collaboration
Partner with technical teams on administration, integrations, permissions, data models, and automation design
Build the customer organization reporting framework, dashboards, metrics, and recurring operating reviews
Establish visibility into customer health, support performance, services delivery, escalations, renewals, automation impact, lifecycle conversion, and AI value
Turn operational data into actionable leadership insights and support KPI analysis
Build a high-performing Operations function
Coach others on process discipline, systems thinking, and AI and automation use
Lead change management and adoption for workflows, tools, reporting structures, and operating standards
Lead by example through strategic leadership and hands-on problem solving 🎯 Requirements
8+ years of experience in Customer Operations, Customer Success Operations, Marketing Operations, Support Operations, Services Operations, or a closely related function within a SaaS or technology company
4+ years of experience leading teams, major cross-functional initiatives, or both
Demonstrated success building or scaling operational systems across multiple customer-facing or go-to-market functions
Strong experience with Gainsight, Salesforce, Jira, Glean, ThoughtSpot, Clay, BI/reporting tools, and workflow automation systems
Proven ability to design and improve complex processes spanning data, people, and technology
Experience identifying and implementing AI and automation use cases in business operations
Sound judgment regarding risk, controls, and where human review is required
Strong analytical mindset and ability to create structure, measurable metrics, and scalable execution
Excellent communication and stakeholder management skills
Ability to influence senior leaders and work across technical and non-technical teams
Strong project and program management discipline
Ability to prioritize competing demands and advance high-impact initiatives
Hands-on operating style
Experience in fintech, regulated industries, or other complex customer environments strongly preferred Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score Similar Jobs Strategy, Ops & Excellence Lead – Statistical Sciences 🔥 16 minutes ago Biogen 5001 - 10000 🏥 Healthcare 🏭 Manufacturing 🧬 Biotechnology Website LinkedIn All Job Openings Strategy and operations lead at Biogen, a biotechnology company developing life-changing medicines. Optimizing Statistical Sciences planning, resources, KPIs, vendors, and executive communications. 🇺🇸 United States – Remote 💵 $200k - $275k / year ⏰ Full Time 🟠 Senior ⚙️ Operations 🦅 H1B Visa Sponsor Regional Operations Manager 🔥 38 minutes ago FHI 1001 - 5000 💼 Consulting 🏥 Healthcare 🏭 Manufacturing Website LinkedIn All Job Openings Regional Operations Manager leading FHI’s warehouse unloading operations across the Carolinas. Driving safety, staffing, financial performance, customer service, and team development. 🇺🇸 United States – Remote ⏰ Full Time 🟡 Mid-level 🟠 Senior ⚙️ Operations 🦅 H1B Visa Sponsor Facilities Operations Specialist 🔥 1 hour ago Landmark Properties, Inc. 1001 - 5000 🏗️ Construction 💼 Consulting 📣 Marketing Website LinkedIn All Job Openings Facilities operations specialist supporting Landmark Properties’ Florida student housing portfolio. Maintaining sites, overseeing maintenance programs, and covering interim supervisor or technician vacancies. 🇺🇸 United States – Remote ⏰ Full Time 🟡 Mid-level 🟠 Senior ⚙️ Operations Simulation Operations Specialist 🔥 1 hour ago Air Methods 1001 - 5000 🏥 Healthcare 📦 Logistics 🚀 Aerospace Website LinkedIn All Job Openings Simulation Operations Specialist operating medical simulators and audiovisual systems for Air Methods’ clinical education programs. Maintaining technology, designing realistic scenarios, and supporting simulation centers. 🇺🇸 United States – Remote 💵 $64.3k - $96.5k / year 💰 Grant on 2025-03 ⏰ Full Time 🟡 Mid-level 🟠 Senior ⚙️ Operations 🦅 H1B Visa Sponsor Specialist, Tier 1 Sales Order Support Ops 🔥 2 hours ago NBCUniversal 10,000+ employees 📱 Media Website LinkedIn All Job Openings Comcast sales order support specialist resolving complex customer issues and assisting call-center agents. Supporting sales and order entry through CSG and XOE systems. 🇺🇸 United States – Remote 💵 $15 - $36 / hour ⏰ Full Time 🟠 Senior 🔴 Lead ⚙️ Operations 🦅 H1B Visa Sponsor View More Operations Jobs 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates About us Is Remote Rocketship legit? Privacy policy Terms of service Job board SEO course Remote Job Search MasterClass AI Apply Copilot OpenClaw job finder Find jobs using your resume Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs