Sr Director, Customer Operations

📋 Description

• Design and stand up process and tooling that captures roadblocks from Renewal Managers, QA
• Define how captured items are ranked using volume, customer impact, effort to fix, and fit for
• Run the cycle that turns ranked items into SOP changes, workflow changes, or requirements for
• Improve automation in the loop so bottlenecks surface from data and agent activity
• Assess customer CRM, quoting tools, integrations, and data quality before go-live
• Maintain a record of customer system profiles including CPQ level, integrations, and tech stack

🎯 Requirements

• 15+ years of experience in business operations, business systems, sales operations, or renewals
• 7+ years managing teams with end-to-end ownership of a renewal, quoting, or quote-to-cash process
• Leads by example with an iterative fail small/fail fast mindset
• Experience building process and tooling that captures feedback, ticketing process, or
• Strong understanding of how CRM, CPQ, and integration choices affect operational workflows
• Ability to separate rules-based work from judgment-based work and write requirements for product

🎁 Benefits

• Base salary range $220,000-$240,000 USD annually
• Eligible for annual bonus and participation in Gainsight's equity program
• Comprehensive benefits package including fully covered medical premiums (employee-only)
• Flexible PTO
• 401(k) plan
• Dental and vision coverage