Lead, Global Services Strategy & Operations

Klaviyo • Boston, MA

23h • $120,000 - $180,000

About The Position

Klaviyo is seeking a Global Services Operations Lead to join its Customer Experience Operations team. The role supports the day-to-day operations of 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 Lead partners closely with the Senior Manager of Professional Services Operations and stakeholders across Sales, Customer Success, Support, Partners, IT, and Product to execute initiatives, maintain operational automations and processes, and bring structure to ambiguous cross-functional challenges.

This is an individual contributor role for someone who can manage multiple concurrent projects, build or improve systems using tools such as Salesforce, Tableau, and Snowflake, and drive process improvements independently. The role supports operational reporting and metrics, ensures data quality, builds and documents scalable workflows, and coordinates relationships and work across internal teams and external partners. The position may require up to 10% travel, coordinated in advance, for new-hire onboarding, client or partner work when 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.
• Demonstrated ability to independently manage concurrent projects and changing 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 the ability to assess ambiguous situations and data and 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 Global Services Strategy & Operations projects and initiatives, balancing short- and mid-term priorities.
• Translate ambiguous stakeholder requests into clear project plans, timelines, and success criteria.
• Coordinate with Sales, Customer Success, Support, Partners, IT, and Product; flag risks and propose solutions to prevent blockers.
• Build, document, and maintain systems and automations supporting services reporting, alerting, and workflows.
• Identify manual or error-prone processes and develop scalable, repeatable solutions to streamline them.
• Maintain operational process documentation so it is auditable and can be handed off or scaled.
• Support development and maintenance 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 across Professional Services, Sales, and Customer Success stakeholders.
• Build and maintain relationships that improve coordination among internal groups and external partners, such as 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed