Global Customer Operations Strategy & Experimentation Leader

Reed Technology

4d • Remote

About The Position

The Global Customer Operations (GCO) Strategy & Experimentation Leader is a hybrid strategist, innovator, and operator who transforms ideas into scalable impact. Reporting to the Head of GCO Strategy and working closely with the SVP of Global Customer Operations, this role defines the future of how GCO operates, driving strategic planning, AI-powered experimentation, and rapid execution to deliver measurable business outcomes. This leader will architect an AI-ready, future-proof Customer Operations organization that learns fast, scales what works, and continuously reimagines how we deliver value for customers.

Requirements

• Have proven experience in customer operations, strategy, product management, or innovation-focused roles.
• Have proven success designing and executing strategic initiatives and experiments with measurable ROI.
• Have strong analytical, storytelling, and executive communication skills.
• Have an understanding of experience with organizational design, capability building, and digital transformation.
• Have a global mindset and track record of influencing across matrixed, cross-functional teams.

Nice To Haves

• Proven record using data, automation, and AI tools to drive measurable business results.
• Deep curiosity about emerging technologies and expertise in integrating generative AI, predictive analytics, and automation into business strategy.
• Strong understanding of human–AI collaboration and experience leading AI adoption or experimentation frameworks.
• Demonstrated ability to evaluate, pilot, and scale AI-enabled solutions.
• Bias for rapid action and comfort with ambiguity; able to move seamlessly from ideation to test to scale in an AI-accelerated environment.

Responsibilities

• Partner with GCO leadership to define the 3- to 5-year roadmap and shape the organization’s transformation journey.
• Drive alignment between enterprise strategy, customer needs, and operational excellence.
• Provide executive-level insights, business cases, and scenario modeling to guide strategic investments and innovation priorities.
• Lead a test-and-learn culture across GCO, designing and executing experiments that validate strategy through data and customer outcomes.
• Rapidly design, launch, and scale pilots — pressure-testing ideas to identify what works, pivot what doesn’t, and accelerate proven solutions.
• Build repeatable experimentation frameworks and playbooks that enable speed, rigor, and learning across global teams.
• Partner with HR and leadership to evolve GCO’s organizational design, talent strategy, and upskilling roadmap for an AI-fluent future.
• Identify skill gaps and lead AI-driven capability development programs across all GCO functions.
• Translate strategy into execution, aligning cross-functional stakeholders and ensuring initiatives deliver measurable business impact.
• Champion change management, communication, and storytelling that connect strategy to action.
• Accelerate AI adoption, experimentation, and digital transformation to scale innovation from concept to impact.

Benefits

• We promote a healthy work/life balance across the organization.
• We offer an appealing working prospect for our people.
• With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.
• We are delighted to offer country specific benefits.
• Click here to access benefits specific to your location.
• We are committed to providing a fair and accessible hiring process.
• If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees