Associate Director, Service Technology & Operations

About the role:

We are looking for a proven leader to drive the strategic roadmap for Service Operations within the Client Success Organization (CSO). This role will partner closely with teams across CSO, Global Services & Delivery Operations (GS&O), RES and Sales to deliver innovative tools, processes, and systems that advance our business goals. The successful candidate will bring strong expertise in operations, technology platforms, and customer success workflows, while championing change management and adoption across the enterprise. You will lead high‑impact initiatives, mentor a strong team, and ensure measurable outcomes that support CSO priorities. This is an opportunity to shape how CSO delivers operational excellence and innovation at scale.

What you will do:

• In partnership with the Service Technology and/or Service Analytics and Productivity Team, develop and execute the strategic roadmap for technology platforms and tools, ensuring alignment with Gartner and CSO business goals.

• Assess organizational capabilities and pain points to define business requirements and drive people, process, and technology solutions.

• Lead complex, cross-functional initiatives to deliver innovative features and functionalities that enhance our systems/processes and support CSO priorities.

• Partner with senior leaders across CSO, GS&O, Sales, and other functions to shape strategic roadmaps and identify opportunities for innovation and continuous improvement.

• Provide leadership in developing business cases, program scopes, process designs, and implementation plans that deliver measurable value.

• Serve as a key liaison between CSO and internal stakeholders, ensuring alignment and collaboration across GS&D initiatives.

• Champion change management and adoption strategies to ensure successful implementation and sustained impact of new systems and processes.

• Demonstrate deep expertise in business operations, consistently improving quality, efficiency, and operational excellence.

• Drive Gartner and CSO goals and strategy through systems, tools, and processes by driving efficiency and operational excellence within scope of responsibility.

• Lead, manage, mentor and develop a high-performing team of managers, program leaders, and associates.

• Research best practices and leading tools used by Customer Success teams in subscription and SaaS organizations.

What you will need:

• Bachelors degree or equivalent in relevant field (IT, Engineering etc.).

• 7+ years experience in project management.

• 7-10 years managing major technology projects (a plus).

• Understanding of Services (CSO) workflows, Analytical needs and platforms like Salesforce, Gainsights/Churnzero, and PowerBI.

• Strong functional understanding of AI and large language models (LLMs), including their evolution and practical applications within Customer Success and Service organizations.

• Experience designing user experiences(UX)/intuitive workflows, prioritizing features, and developing roadmaps and launch plans for technology products.

• Understanding of agile scrum and iterative design/development process with product owner experience.

• Innovative thought leadership, product/program management, organizational, collaboration, communication & presenting to persuade to the executive level.

• Excellent leadership and management skills with experience building business cases for initiatives and head count, solid institutional knowledge, and ability to manage across teams and resources that are not direct reports, to accomplish goals.

• Exceptional communication and executive-level presentation skills to build C-level relationships and negotiate outcomes.

• Strong understanding of business and technology challenges, and the ability to develop ROI-focused solutions.

• Experienced and skilled in business negotiation, change management and influencing techniques (a plus).

• Demonstrated ability to develop and scale high-performing teams.

What you will get:

• Competitive salary, generous paid time off policy, charity match program, Medical, Dental & Vision Plans, Parental Leave, Employee Assistance Program (EAP), 401K matching and more!

• Collaborative, team-oriented culture that embraces diversity

• Professional development and unlimited growth opportunities

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