Head of Global Customer Operations Revenue & Adoption

RELX Group•Ontario, CA

42d•Remote

About The Position

The Head of Customer Growth & Adoption owns and scales all adoption and revenue initiatives across Global Customer Operations (GCO) - using AI-driven insights and customer intelligence to turn every interaction into a growth opportunity. You will be a key resource for our Leadership Team through forecasting and budgeting for our organization. You will take ownership for development and measurement of metrics by providing decision support on key initiatives. You will ensure solid governance, compliance and risk management and work on implementations, continuous improvement and automation.

Requirements

Have proven experience in AI data insights, customer operations, growth strategy, and product adoption initiatives.
Have a great background in AI-driven analytics, automation, and data-informed decision-making.
Have demonstrated ability to translate AI insights into measurable business outcomes.
Have experience leading pilots and experimentation frameworks that accelerate adoption and efficiency.
Be fluent in AI storytelling - translating unstructured customer data into actionable growth narratives.
Have a deep understanding of how AI augments sales enablement, customer success, and product adoption.
Be able to thrive in fast-paced, matrixed environments while balancing long-term strategy with hands-on execution.

Responsibilities

Managing the delivery of contracted services to clients to ensure that SLAs and KPI are met
Maintaining tight control over the project schedule, risks, scope of work and budget
Building and maintaining solid client relationships and provides day-to-day client advice and support
Recommending changes to improve efficiency Interpersonal Skills
Identifying applications of functional knowledge and existing methodologies to complex problems
Ensuring that operational teams and subcontractors have a clear understanding of client requirements
Leading functional teams or projects and serves as a best practice,quality resource

Benefits

Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits
Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan
Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
In addition to annual Paid Time Off, we offer up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice

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