DEX Operations Architect

Nexthink

5d•Remote

About The Position

The DEXOps Architect is a strategic role in Nexthink’s customer success function, focused on embedding Digital Employee Experience Operations (DEXOps) into enterprise IT workflows. Working as a partner to customer IT leadership, the architect identifies, designs, and delivers operational improvements with quantifiable outcomes, using the Nexthink platform as connective tissue across customer processes. The role’s recurring deliverables are identifying and delivering customer business workflows and facilitating quarterly customer health reviews. This includes discovering customer processes and dependencies, redesigning workflows, driving implementation and change management, securing executive sponsorship and accountable owners, and assessing workflow effectiveness and downstream dependencies. The architect also tracks workflow metrics and automation effectiveness, advises customers on platform solutions, collaborates with Product and Sales, mentors teams, and builds executive relationships.

Requirements

5–8+ years of experience in IT operations, IT service management, IT strategy, or related enterprise IT leadership roles.
Demonstrated expertise in IT operating models, process redesign, and organizational change management.
Track record of leading cross-functional initiatives and securing buy-in from IT executives and business stakeholders.
Ability to translate between technical IT language and business outcomes.
Experience with IT service delivery transformation or enterprise software platforms.
Strong problem-solving and systems-thinking skills, including the ability to map complex dependencies and workflows.
Excellent communication, presentation, and facilitation skills for structured discovery and review sessions.
Demonstrated experience operationalizing SaaS solutions to deliver tangible business benefits.
Deep knowledge of IT operating models, service delivery models, and IT governance frameworks.
Understanding of enterprise IT infrastructure and IT operations best practices.
Ability to diagnose complex IT workflows and identify optimization and automation opportunities.
Organizational navigation and political acumen to identify stakeholders and secure alignment.
Change management and stakeholder engagement skills to drive adoption of new operating models.
Ability to influence without authority and build consensus across competing priorities.
Ability to communicate effectively with C-suite and technical audiences and distill complex subjects into clear, actionable narratives.

Nice To Haves

Background in Professional Services, Solution Consulting, or Enterprise Architect roles.
ITIL certification (Foundation or higher) or equivalent IT governance framework knowledge.
Experience at a SaaS company in customer success, implementation, or post-sales engineering.
Experience leading organizational change initiatives or IT transformation programs.
MBA, engineering degree, or advanced IT certifications.

Responsibilities

Continuously identify workflows in assigned customer accounts that are important to customer operations.
Partner with customer IT leadership to redesign workflows using DEXOps as the foundation.
Conduct discovery sessions to understand customer processes, pain points, and dependencies.
Design workflow transformations that complement how the customer operates IT.
Drive implementation and change management to support adoption and operational improvements.
Secure executive sponsorship and named ownership for each workflow.
Prepare and facilitate quarterly customer health reviews with customer IT leadership and stakeholders.
Build a technical and political inventory of downstream dependencies and assess their business impact, detection time, and accountability.
Identify unowned dependencies and work to secure senior, named owners.
Track workflow impact trends over time as a customer health signal.
Develop domain expertise in IT operating models and enterprise platform practices.
Track and communicate quantitative workflow metrics and automation effectiveness.
Collaborate with Product and Sales to align platform capabilities with customer workflows.
Develop technical understanding of the Nexthink platform and advise customers on technical solutions for their goals.
Mentor and upskill internal and customer teams on enterprise operations best practices.
Participate in account planning, EBRs, and strategic business reviews.
Build and maintain executive relationships with customer C-level and senior IT leadership.

Benefits

Competitive compensation package.
Flexible hours.
Unlimited paid time off, in addition to 30 days of holidays.
Three company-paid volunteer days.
100% remote work with occasional travel to meet colleagues and customers.
Free access to professional training platforms.
16 weeks of fully paid leave for primary caregivers, extendable by up to eight additional unpaid months.
Six weeks of fully paid leave for secondary caregivers.
24/7 accident insurance coverage for accidents at work or during free time.
Bonuses for referring successful hires after three months of continuous employment.