Senior Director, Customer Success Ops

Quest Software

Senior Director of CX Centralized Operations leading operational excellence in Customer Experience across data governance and automation. Overseeing systems, processes, and capabilities for scalable customer outcomes.

Posted 6/19/2026full-timeRemote • North Carolina • 🇺🇸 United StatesSeniorWebsite

Tech Stack

Tools & technologies

CloudPMP

About the role

Key responsibilities & impact

Design and manage onboarding curriculum for new CX team members to accelerate time-to-productivity
Develop and deliver ongoing enablement programs for product updates, process changes, and new tool rollouts
Lead knowledge base curation, identify content gaps, and drive continuous improvement of self-service resources
Build and maintain change management playbooks to support organizational transitions and new initiatives
Establish certification paths and skill assessment frameworks to ensure consistent competency across CX teams
Drive measurable reductions in escalation rates through improved agent preparedness and readiness programming
Standardize dashboards and KPI reporting across all CX organizations to enable data-driven decision making
Build and manage an AI use case pipeline with an appropriate governance framework for responsible deployment
Define and enforce data quality standards, validation processes, and cross-org metric definitions
Develop automation playbooks for repetitive workflows to reduce manual effort and improve time to insight
Create and maintain a cross-organizational data dictionary ensuring consistent, trusted metrics enterprise-wide
Ensure scalable AI deployment with appropriate risk controls and stakeholder alignment
Own and execute a unified CX technology stack roadmap, including vendor management and consolidation strategy
Manage a coordinated release calendar with deployment schedules that ensure zero-disruption release cycles
Establish application administration SLAs and escalation frameworks across the CX tool ecosystem
Lead cross-functional program governance, status reporting, and executive communication on CX program health
Drive vendor consolidation and license optimization to reduce tool sprawl and lower total cost of ownership
Serve as the single source of truth for CX program health, ensuring improved cross-org alignment on priorities

Requirements

What you’ll need

Bachelor’s degree in Business, Information Systems, Operations Management, or a related field
8+ years of progressive experience in CX operations, support operations, or a related operational leadership role within a technology or SaaS company
5+ years of people management experience, including leading managers and cross-functional teams
Demonstrated experience building and scaling enablement, data governance, or technology operations programs
Strong track record of driving operational efficiency through process improvement, automation, and data-driven decision making
Proven ability to define KPIs, build dashboards, and translate data into actionable insights for senior leadership
Preferred Master’s degree or MBA
Experience with AI/ML governance frameworks and deploying AI-driven automation in a CX or support environment
Familiarity with CX platforms such as Salesforce Service Cloud, Zendesk, or similar enterprise support tools
Background in change management methodologies (e.g., Prosci, ADKAR) and experience in a global organization
ITIL, PMP, or Six Sigma certification

Benefits

Comp & perks

Health insurance
Professional development opportunities
Flexible working hours
Paid time off

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

data governanceprocess improvementautomationKPI definitiondashboard creationAI governance frameworksAI-driven automationchange management methodologiesvendor managementrelease management

Soft Skills

leadershipcross-functional team managementcommunicationorganizational alignmentprogram governancestakeholder alignmentcontinuous improvementdata-driven decision makingagent preparednesscontent curation

Certifications

Bachelor's degreeMaster's degreeMBAITILPMPSix Sigma