Senior Director - Customer, Partner & Delivery Operations

Icertis is seeking a Senior Director of Customer, Partner & Delivery Operations to design, run, and continuously optimize the operating systems that underpin Customer Experience, Consulting, and Partner delivery. This role is responsible for enabling predictable, scalable, and high-quality customer outcomes by owning the operational infrastructure, data, tooling, enablement, and governance that power post-sale execution. 

• Customer & Services Presales Operations 

• Own the operational framework supporting services and partner presales, including intake models, scoping standards, handoff governance, and readiness criteria. Partner with Sales, Customer Success, and Consulting leadership to ensure consistent deal qualification and expectation-setting. 

• Resource, Capacity & Demand Management 

• Own global resource planning and capacity management models across Consulting, Solution Architecture, and Partner delivery ecosystems. Design forecasting and prioritization mechanisms to support growth and skill coverage. 

• Delivery Excellence & Consulting Asset Governance 

• Establish and govern delivery excellence standards, including methodologies, playbooks, accelerators, and reusable consulting assets. Drive continuous improvement through quality metrics and retrospectives. 

• Partner Success & Partner Delivery Program Operations 

• Own the partner delivery operating model in partnership with Global Alliances team, including consulting partner onboarding, certification requirements, quality standards, and performance governance. Ensure delivery consistency and accountability across the partner ecosystem. 

• Training & Certification 

• Own end-to-end enablement and certification strategies across Customer Success, Consulting, and Partner audiences, including role-based learning paths and recertification cadence. 

• Customer Platforms Ownership 

• Serve as executive owner for Gainsight and Rocketlane, ensuring platform adoption, data quality, and alignment to scalable customer journeys. 

• Customer Data, Insights & Predictive Intelligence