Outreach is hiring a Sr. Director of Success Operations to support the growth of the Customer Success organization and meet customer needs at scale. This role will own support operations, support training & enablement, content, and self-service motions along with governance, process and procedures, and success tools and systems that deliver scale while improving bottom line margins and enabling top line growth.

About You

•  You have led Support, Operations and Supportability teams in high growth, tech company environments and are able to marshal your team to meet extraordinary goals. 
• You can recruit, hire, and coach people in your organization to become incredible leaders. 
• You hold your team to high standards and are passionate about people development.
• You are someone with a strong customer obsession, experienced in process and product improvement to deliver outstanding results to a variety of internal and external customers.
• You’re data-driven, skilled in defining goals and achieving results, and you excel in an intense, dynamic work environment.
• You have great pattern recognition, know how to build process against strategy, operational rhythm, and identify and build tooling, system and governance to execute effectively at scale
• You are tech-savvy and also work well across an organization, forming strong partnerships with internal stakeholders in Operations, Product, and Engineering teams and critical external third parties.
• You define metrics to measure performance, set goals for improvement in each area, and work with the responsible teams to systematically improve and sustain high performance.
• In this highly-visible role, you’ll be responsible for growing, managing, and reporting on both day-to-day operations and strategic projects that enable Outreach to scale.

You Will

• Hire, mentor and scale a high performing team that includes both strategic and operational functions.
• Develop a long term strategy for Outreach’s business process outsourcing across teams, providers, and countries.
• Drive tooling roadmaps for support and success organizations to meet current and future needs
• Develop quality programs, process, procedures and governance to ensure global quality and consistency
• Manage onboarding, ongoing training and upskilling efforts for the global support team
• Develop and manage self service strategy and motions including the Support site and partner across other online Success assets to ensure a streamlined and effective customer journey
• Drive root-cause analysis of existing customer pain points in partnership with product and engineering teams.
• Partner with product and engineering, Rev Ops, Finance and BI to automate and simplify current manual business processes.
• Manage rhythm of the business, i.e., drive increased visibility for our leadership team into external partner business performance and opportunities for growth.

We Are Looking For Someone Who Has

• BA/BS with 10+ years of experience, Master’s degree preferred.
• You’ve built and scaled high-functioning operations teams; great coach and mentor to the team.
• Experience building and scaling large-scale strategic and cross-functional programs from the ground-up.
• Experience developing and deploying organizational strategies and goals.
• Desire to work in a fast-paced, high energy environment.
• Ability to prioritize and demonstrate relentless discipline in achieving goals.
• Strong ownership, bias for action, and willingness to roll-up your sleeves to get the job done.
• Passion and empathy for the customers you serve.
• Demonstrated track record of building and growing high-performance teams that can deliver results against multiple complex projects.
• Outstanding written and verbal communication skills and stakeholder management.
• Strong deductive skills and data-driven orientation.
• Ability to influence without authority to partner with cross-functional teams.
• Experience in a B2B SaaS environment with unique and varied customer needs.

Outreach is an equal-opportunity employer and we welcome applicants from all backgrounds. If you’re a passionate team player who wants to have an outsized impact on a diverse and dynamic team, we’d love to hear from you