Lead, Global Services Strategy & Operations
About The Position
Klaviyo is seeking a Global Services Operations Lead to join its Customer Experience Operations team. The role supports day-to-day operations for Global Services, which includes Professional Services, Customer Education, and Onboarding. It manages projects, systems, and cross-functional initiatives that support resourcing, service delivery, and reporting. The role partners closely with the Senior Manager of Professional Services Operations and stakeholders across Sales, Customer Success, Support, and Partners to execute operational initiatives, maintain automations and processes, and bring structure to ambiguous, cross-functional problems. This is an individual-contributor role suited to someone who can manage multiple projects, independently build or enhance systems, and drive process improvements. The role uses tools such as Salesforce, Tableau, and Snowflake and calls for independent judgment in how work is delivered. It may require up to 10% travel, coordinated in advance, for new-hire onboarding, client or partner work where applicable, team meetings, and industry events.
Requirements
- 4–6 years of experience in professional services operations, program or project management, revenue operations, or a related operational role; ideally in a fast-paced SaaS or technology company.
- Proven ability to independently manage multiple concurrent projects and shifting priorities, using sound judgment to drive results.
- Hands-on experience with Salesforce, Tableau, Google Sheets/Apps Script, Zapier, or similar automation and reporting tools.
- Strong analytical and problem-solving skills, including comfort evaluating ambiguous situations and data to design effective solutions.
- Excellent communication skills and ability to build trust with stakeholders across functions and levels, from individual contributors to leaders.
- A builder’s mindset and enthusiasm for creating new approaches, processes, and tools.
Nice To Haves
- SQL experience.
- Experience supporting a Professional Services, Customer Success, or Support organization.
- Familiarity with professional services automation (PSA) tools and project management systems.
- PMP or another project/program management certification.
Responsibilities
- Independently manage a portfolio of short- and mid-term operational projects and initiatives for Global Services Strategy & Operations.
- Translate ambiguous stakeholder and cross-functional requests into project plans, timelines, and success criteria.
- Coordinate initiatives across Sales, Customer Success, Support, Partners, IT, and Product; identify risks and propose solutions before they become blockers.
- Build, document, and maintain systems and automations supporting services reporting, alerting, and workflows.
- Identify manual or error-prone processes and design scalable, repeatable solutions to streamline them.
- Maintain operational process documentation so it is auditable and easy to hand off or scale.
- Support the development and upkeep of operational metrics and dashboards, including attach rate, pipeline, resourcing, and service delivery health.
- Partner with analysts and stakeholders to ensure reporting data is accurate and timely.
- Coordinate with internal and external partners to solve problems spanning multiple functional areas.
- Promote new tools, processes, and ways of working among Professional Services, Sales, and Customer Success stakeholders.
- Build and maintain relationships that enable coordination across internal groups and external partners, including implementation partners.
Benefits
- The total compensation package may include participation in the company's annual cash bonus plan.
- Equity may be included in the total compensation package.
- Sign-on payments may be included in the total compensation package.
- A comprehensive range of health, welfare, and wellbeing benefits based on eligibility.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
