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BigPanda · 1 month ago

Customer Strategy & Operations Director

United States

Full-time

Hybrid

Director/Executive

$160K/yr - $190K/yr

7+ years exp

BigPanda is a fast-growing, values-driven, global company that enables Tech Ops teams to keep the digital economy running. In this role, the Customer Strategy & Operations Director will design and manage processes that drive customer health and retention while collaborating with various teams across the organization.

Cloud InfrastructureCyber SecurityDeveloper PlatformDevOpsEnterprise SoftwareInformation TechnologySaaS

Comp. & Benefits

No H1B

Responsibilities

Own and refine the operating rhythms that keep the Customer Organization running

Drive core processes such as customer escalations, renewal planning and forecasting, and customer health and risk reviews

Lead executive processes including executive account reviews, QBRs, and strategic account planning

Run cross-functional programs involving Sales, Sales Engineering, Professional Services, Support, and Product

Co-own and evolve the customer health model with the CCO and VP of Account Management

Build frameworks that identify risk early and improve adoption, value realization, and retention

Lead programs such as lifecycle strategies, segmentation, playbooks, risk management, and value realization initiatives

Partner with Enterprise Analytics and Sales Ops to design reporting mechanisms and deliver portfolio-level insights to executives

Serve as a strategic advisor to the CCO, bringing forward data-driven insights and recommendations

Support board-level materials, executive presentations, and strategic narratives

Help shape and operationalize priorities for the Customer Organization

Own communication and operating processes that interface with senior leadership and VPs across the company

Drive alignment across Sales Ops, Product Ops, Marketing Ops, Finance, and other partner teams

Lead programs requiring structure, clear governance, measurement, and accountability

Build scalable processes that enable continuous improvement across the customer organization

Qualification

Enterprise Customer SuccessStrategy & OperationsCross-functional programsC-level executive supportAnalytical skillsCommunication skillsCustomer-centric mindsetLeadership anticipationProblem-solving abilities

Required

7–10+ years in Enterprise Customer Success, Strategy & Operations, or Product/GTM Operations

Exceptional written, verbal, and visual communication skills

Strong analytical and problem-solving abilities with the ability to interpret data and develop insights

Demonstrated experience leading complex cross-functional programs

Customer-centric mindset with a track record of driving portfolio-level outcomes

Skilled at creating clarity in ambiguous environments and aligning diverse stakeholders

Able to anticipate leadership needs and proactively bring forward recommendations and scenarios

High judgment, strong business acumen, and an adaptable communication style across audiences

Preferred

Experience supporting or working directly with C-level executives strongly preferred

Benefits

Competitive equity

Remote-first environment

Unlimited PTO

Twelve (12) paid holidays throughout the year

Comprehensive health benefits

#PandaParent support. Financial assistance for fertility, adoption, and surrogacy expenses as well as a combined total of eighteen (18) weeks fully paid leave for all new parents

Financial planning services

Employee learning & development budget

Values-based recognition (quarterly and annually)

Social community & ERG programs

Dog friendly office

Lunches provided in office

Flexible work environment along with a work-from-home stipend to support remote work arrangements

Values-based culture