Lead, Global Services Strategy & Operations

Klaviyo•Boston, MA

About The Position

Klaviyo is seeking a Global Services Operations Lead to support the day-to-day operations of Global Services, which includes Professional Services, Customer Education, and Onboarding. The role manages projects, systems, and cross-functional initiatives that support resourcing, service delivery, and reporting. It 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 challenges. This is an individual-contributor role suited to someone who can independently manage concurrent projects, build or improve systems using tools such as Salesforce, Tableau, and Snowflake, and drive process improvements. The role calls for independent judgment and hands-on execution. The lead will manage operational projects from planning through delivery; build, document, and maintain systems and automations; support operational metrics and dashboards; and coordinate with internal and external partners. They will identify opportunities to make workflows more scalable, ensure reporting data is accurate and timely, and help teams adopt tools and processes.

Requirements

4–6 years of experience in professional services operations, program or project management, revenue operations, or a related operational role.
Experience in a fast-paced SaaS or technology company is preferred within the stated experience profile.
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 the ability to evaluate 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 interest in creating new approaches, processes, and tools.

Nice To Haves

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.
SQL experience.

Responsibilities

Independently manage a portfolio of Global Services Strategy & Operations projects and initiatives, balancing short- and mid-term priorities.
Translate ambiguous stakeholder requests into project plans, timelines, and success criteria.
Coordinate work across Sales, Customer Success, Support, Partners, IT, and Product; identify risks and propose solutions.
Build, document, and maintain systems and automations supporting services reporting, alerting, and workflows.
Identify manual or error-prone processes and design scalable, repeatable solutions.
Maintain operational process documentation that 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 among Professional Services, Sales, and Customer Success stakeholders.
Build and maintain relationships that improve coordination across internal groups and external partners, such as implementation partners.