Director of Customer Service Process Automation (Remote)

📋 Description

• Bridge Customer Success and Support with BizApps and ePMO, translating needs into system
• Own the CS, Subscriptions, Renewals & Support capabilities roadmap and ensure alignment with
• Identify opportunities for workflow automation and AI-enabled customer experiences
• Collaborate with CS/Support leadership to address process gaps and enable self-service and partner
• Drive roadmap prioritization, delivery cadence, and cross-functional execution governance
• Translate high-level requests into structured requirements for technical teams and monitor progress

🎯 Requirements

• Bachelor’s Degree or equivalent work experience preferred
• 5+ years leading cross-functional delivery in SaaS, Customer Success, or Support
• Experience liaising between business stakeholders and technical delivery teams (BizApps, IT
• Experience with workflow automation, conversational AI, and AI agent technologies in customer
• Hands-on with Salesforce adjacents (SalesCloud, ServiceCloud, Experience Cloud) and CS tooling
• Proficiency with Jira or similar tools; ability to create/manage epics, stories, backlog items

🎁 Benefits

• Company-wide bonuses based on targets, referral bonuses, adoption assistance
• Tuition/certification reimbursement and related benefits
• Benefits details by office location at www.knowbe4.com/careers/benefits