Director of Operations, Global Technical Services

Palo Alto Networks•Arlington, VA

2d•Remote

About The Position

The Director of Operations is the strategic and operational backbone of the Global Technical Services organization. This role involves transforming customer lifecycle data into actionable insights, scalable processes, and a reliable operational cadence. The position connects customer insights, portfolio strategy, and go-to-market execution to accelerate value realization across the data platform, cybersecurity, and observability portfolios. The role is remote, with hybrid teams collaborating across geographies. The company culture values trust, accountability, and shared success.

Requirements

10+ years of experience in Customer Success Operations, Revenue Operations, or Business Operations within a high-growth, enterprise SaaS or cloud software organization.
Demonstrated success in building, mentoring, and managing high-performing global operations and data analytics teams.
Deep expertise in administering Customer Success and CRM platforms (e.g., Gainsight, Salesforce) and a strong grasp of data warehousing and Business Intelligence tools (e.g., Snowflake, Tableau) and spreadsheet modeling.
Exceptional analytical and problem-solving skills with a proven ability to translate complex customer data into clear executive summaries and actionable strategies.
Outstanding ability to influence without authority and provide structured executive communication to senior leadership.
Familiarity with the data platform, cybersecurity, or observability markets, including an understanding of telemetry definitions and technical adoption methodologies.
SQL literacy and experience managing User Acceptance Testing (UAT) for large-scale system deployments.
MBA or equivalent strategic leadership experience.

Responsibilities

Lead Long-Range Planning (LRP) and annual operational planning for the Customer Success organization.
Act as the primary liaison with Corporate Finance and RevOps to align on headcount planning, budget allocation, capacity modeling, and revenue forecasting.
Develop data-driven models to align resources with business needs and global customer coverage requirements.
Oversee the development of standardized global dashboards, providing "single-pane-of-glass" visibility into Net Retention Rate (NRR), Gross Retention Rate (GRR), Time-to-Value, and churn risk.
Establish global business metrics and MBO strategies.
Lead recurring business reviews to address performance gaps and drive accountability.
Design and implement frictionless, automated procedures across the entire customer lifecycle—from onboarding to expansion.
Lead the deployment and optimization of the Customer Success technology stack (e.g., Gainsight, Salesforce, Snowflake, Tableau).
Design training plans and change management strategies to ensure global Customer Success and Professional Services teams are enabled on new workflows, technical updates, and playbook rollouts.
Unite Customer Success with Product, Sales, and Support to eliminate silos and ensure cohesive account management.
Hire, mentor, and lead a global team of operations managers and data analysts, fostering a culture of operational rigor and continuous improvement.