Lead, Global Services Strategy & Operations

Klaviyo•San Francisco, CA

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 operating engine for Global Services, which comprises Professional Services, Customer Education, and Onboarding. The Lead manages projects, systems, and cross-functional initiatives that support resourcing, service delivery, and reporting. Working closely with the Senior Manager of Professional Services Operations and stakeholders across Sales, Customer Success, Support, and Partners, the role executes operational initiatives, builds and maintains automations and processes, and brings structure to ambiguous cross-functional problems. This is an individual-contributor position for someone who can manage concurrent projects, make hands-on enhancements or build solutions in tools such as Salesforce, Tableau, and Snowflake, and drive process improvements independently.

Requirements

4–6 years of experience in professional services operations, program or project management, revenue operations, or a related operational role.
Experience ideally gained in a fast-paced SaaS or technology company.
Ability to independently manage multiple concurrent projects and shifting priorities, using sound judgment to drive results.
Hands-on experience with systems such as 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.
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 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 workflow needs.
Identify opportunities to streamline manual or error-prone processes and design scalable, repeatable solutions.
Maintain operational process documentation so processes are auditable and easy to hand off or scale.
Support development and maintenance of operational metrics and dashboards, including attach rate, pipeline, resourcing, and service delivery health.
Partner with analysts and stakeholders to help 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 support coordination across internal groups and external partners, including implementation partners.