Senior Director, Deal Desk & OM

About us

At Udemy, we’re on a mission to transform lives through learning. Through our intelligent skills platform and a global community of instructors, we’ve helped over 70 million learners and 16,000 organizations achieve their goals. Come join us in ensuring everyone, everywhere has access to the skills they need to unlock their potential and create possibilities for themselves and others.

This hybrid position requires two days per week in our Denver office.

About you 

You’re a collaborative, data-driven, and creative problem-solver who loves diving into the details. You thrive in dynamic environments like ours where you can strategically build systems, processes, and tools to create best-in-class customer experiences. You love influencing our company’s growth journey and enabling our internal go-to-market teams to efficiently generate revenue and scale.

About this role 

We are seeking a highly skilled and experienced Senior Director of Deal Desk and Order Management (OM) to join our mission at Udemy to improve lives through learning. In this role, you will be responsible for leading our global desk and order management teams that support and execute initiatives to drive revenue growth, optimize operational efficiency, and enhance overall go-to-market performance. The ideal candidate will have a strong background in Deal desk strategy, operations management, people leadership and a proven track record of driving profitable revenue growth in the SaaS industry at scale of $1B+ ARR.

The Senior Director of Deal Desk & OM will play a pivotal role in driving business results, growth, profitability, and creating scalable processes within the Udemy Business organization. This position requires a proactive leader with strong operating rigor, analytical capabilities, critical thinking, and problem-solving skills. This role will collaborate closely cross-functionally across Sales, Customer success, Finance, Legal and other RevOps functions.

What you'll be doing

Deal desk/OM operations

• Support and partner with global Sales, Customer success leaders and Renewals Managers to maximize deal execution by providing guidance and support on contract negotiations (deal structure, discounting guidance, contract terms)
• Streamline and automate processes for deal approvals,order processing, thresholds and rules, approval routing and workflow design, and communications.
• Define and manage workflows involved with the approval process of non-standard deals and actively collaborate with multiple departments to close the deal.
• Identify systematic operational process improvements in Salesforce and CPQ with other cross-functional teams and work closely with them to define, design, and deploy enhancements.
• Maintain velocity and compliance for overall deal flow and order booking making sure contracts are complete, accurate, and adhere to our policies.

Deal desk strategy

• Benchmark pricing discipline and leverage data intelligence to improve pricing strategy and realized pricing/margins 
• Create feedback loops that allows our deal pricing and packaging structures to adapt to changes in market conditions and capture early signals
• Drive the right mix of deal structures and quoting between deal desk and self service through automation and standardization tailored to company’s strategic objectives
• Understand the market and competitive landscape and provide feedback to internal teams to enhance our products and drive improvements to our bundling, packaging, and pricing.

Performance Analytics and Reporting:

• Establish OKRs and metrics to evaluate quoting performance, efficiency, and revenue growth.
• Define key deal metrics and track deal data. Use business intelligence and leverage data to understand what's working and what's not, reporting on trends, risks, and areas for the business to improve
• Prepare and present comprehensive quoting/pricing reports, forecasts, and dashboards to executive leadership and stakeholders.

Cross-Functional Collaboration:

• Drive cross-functional initiatives to improve customer acquisition, retention, and upsell opportunities through data-driven insights and customer feedback.
• Develop strong collaborative relationships with key stakeholders across the organization, including in Sales, Customer success, Legal. Pricing, Product, Order Management, and Finance

Leadership and Team Development:

• Provide strong leadership, mentorship, and guidance to the sales strategy and operations team, fostering a culture of accountability, innovation, and continuous learning.
• Recruit, onboard, and develop top talent ensurin