Senior Director, Lead of Customer Operations
About The Position
Altera is seeking a Senior Director, Lead of Customer Operations to lead a broad customer-facing organization spanning both Customer Operations and Inside Sales. This role is designed for a strong leader who can bring operational rigor, customer focus, and team leadership to a critical part of Altera’s commercial engine as the company continues to stand up as an independent business. This leader will be responsible for driving operational excellence, strengthening customer relationships, and leading a combined organization that supports commercial execution across customer operations, inside sales engagement, escalations, and cross-functional coordination. While the role spans both organizations, the center of gravity is Customer Operations: building scalable processes, improving execution quality, and creating a more responsive and effective customer experience. The ideal candidate brings deep experience in customer operations, strong people leadership, and a fast-paced, growth-oriented mindset, with additional strength in inside sales, FPGA, and distribution.
Requirements
- 15+ years of experience in customer operations, sales operations, inside sales, commercial operations, or related business leadership roles
- 7+ years of people leadership experience, including leadership of managers and larger-scale teams
- Proven success leading customer-facing operational organizations in dynamic, fast-paced, and highly matrixed environments
- Experience in semiconductor, FPGA, or related technology industries
- Familiarity with channel, distribution, and partner-led business models
- Strong background in customer operations, including process improvement, escalation management, and cross-functional execution
- Experience leading teams responsible for customer engagement, operational support, and commercial responsiveness
- Demonstrated ability to improve service levels, team performance, and operational discipline through strong leadership
- Excellent communication, organizational, and stakeholder management skills
- Ability to operate effectively at both strategic and tactical levels
- Bachelor’s Degree required
Nice To Haves
- Advanced degree preferred
- Deep expertise in customer operations with complementary leadership experience in inside sales or commercial support organizations
- Experience supporting complex customers, high-volume activity, and high-visibility business issues
- Proven ability to lead through transformation, organizational change, or company stand-up environments
Responsibilities
- Lead a combined Customer Operations and Inside Sales organization, including a team of 35+ professionals and frontline leaders
- Build a high-performance culture focused on accountability, responsiveness, customer success, and execution discipline
- Drive operational excellence across customer-facing workflows including escalations, order support, issue resolution, service coordination, and inside sales engagement
- Strengthen customer relationships through consistent execution, timely communication, and high-quality support across the full customer interaction model
- Partner closely with sales, sales operations, supply chain, finance, planning, customer service, and other cross-functional stakeholders to improve end-to-end business outcomes
- Establish clear operating rhythms, performance metrics, service expectations, and management processes to improve speed, predictability, and quality
- Improve how Customer Operations and Inside Sales work together to support bookings, revenue execution, customer satisfaction, and commercial responsiveness
- Identify process gaps and implement scalable workflows, controls, and best practices that support growth
- Lead complex customer escalations with urgency, sound judgment, and strong cross-functional alignment
- Develop organizational capability through coaching, talent development, succession planning, and leadership bench building
- Help shape a modern, agile, and customer-centric operating model for Altera as an independent company
Benefits
- Incentive opportunities that reward employees based on individual and company performance
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What This Job Offers
Job Type
Full-time
Career Level
Senior
