Director of Customer Service Process Automation (Remote)

Required

• Bachelor's Degree or equivalent work experience and education preferred
• 5+ years of leadership experience in cross-functional delivery, business operations, or a related role spanning Customer Success, Support, or Customer Experience within a SaaS company
• Demonstrated experience serving as a liaison between business stakeholders and technical delivery teams (BizApps, IT, engineering, or ePMO), with a track record of translating business strategy into executable system requirements
• Experience leading or contributing to initiatives involving workflow automation, conversational AI, LLMs, or AI agent technologies — particularly in support, self-service, or customer experience contexts
• Hands-on experience with Salesforce (SalesCloud, ServiceCloud, Experience Cloud, eCommerce) adjacent platforms such as Customer Success tooling (e.g., Gainsight, ChurnZero), Zendesk and subscription billing/revenue systems a plus
• Experience engaging with a Project Management Office (PMO or ePMO) or working within formal project delivery frameworks
• Experience managing or mentoring others in this domain is a plus; the role will likely lead to include managerial responsibilities
• Proficiency with Jira or similar project/roadmap management tools; ability to create and manage epics, stories, and backlog items
• Ability to establish and evolve delivery governance practices
• Strong ability to decompose complex business processes into structured requirements and actionable work items
• Exceptional ability to communicate technical concepts to non-technical business stakeholders and business context to technical teams
• Consultative approach with a proven ability to influence cross-functional priorities without direct authority