Director, Professional Services & Training Global Operations

Build the future of the AI Data Cloud. Join the Snowflake team.

The Professional Services & Training (PS&T) Team accelerates customer adoption and drives customer business objectives. We do this through a portfolio of services, delivered by world class consultants that leverage our leading practices, methodologies and tools. 

This environment is fast-paced, upbeat, growing quickly, and highly collaborative. Joining our team represents a unique opportunity to work on a truly disruptive software product while gaining hands-on experience as part of an innovative and driven team of professionals. 

We are seeking a dedicated and experienced Operations Leader to support and elevate our business. This role combines multiple areas of critical focus and required competency. The ideal candidate will possess a background in Operations within a Professional Services environment, strong analytics skills, and a strategic mindset, with experience working at a global scale with senior stakeholders. We’re looking for a leader who can both dive deep into the details and work hands-on with our team to produce results, and who can drive a broader strategic agenda to support the Professional Services & Training business. 

This is a unique management level role that would elevate the PS&T business by way of overseeing and driving a high functioning Operations engine. 

This is a remote position and can be based anywhere in the United States.

At a high level, this role will require focus on the following: 

• Project and delivery management, including resource management

• Data and analytics support

• Partner service and strategy

• Quality assurance and delivery validation

• Operations field support

• Technology infrastructure 

• Financial management

• Executive level communications and presentations

• Team enablement

This position is remote and can be based anywhere in the United States.

RESPONSIBILITIES: 

Team Enablement:

• Oversee the ongoing execution of our Enablement strategy, working alongside our Enablement leader and PS&T leadership quarterly to proactively shape areas of focus 

Data and Analytics:

• Streamline operations processes leveraging AI, and support the business in building AI into reporting capabilities 

• Support PS&T Leadership in accessing and applying data and analytics to drive improvement Build dashboards to communicate performance and trends across a series of key business metrics

• Assess and improve PS&T’s performance metrics, supporting leadership in capturing impact in consumption

• Collaborate with corporate analytics team to ensure consistency across analytics and support

Partner Services

• Own and oversee execution upon PS&T Partner Strategy, working with PS&T Leadership quarterly to continually shape areas of focus

• Oversee Partner servicing demands (i.e. contracting, SOWs, SubK process, etc)

• Deliver and oversee maintenance of centralized repository of Partner delivery capabilities

Quality Assurance and Delivery Validation: 

• Ensure quality control processes to maintain service standards and deliverables 

• Continuously improve initiatives to enhance service delivery efficiency and effectiveness 

• Maintain and improve Customer Satisfaction review process

Ops Field Support:

• Ensure Ops partners are aligned at the geo level globally as strategic partners to PS&T leadership, enabling“dotted line” reporting to geo leads

Technology Infrastructure: 

• Develop or maintain systems for day-to-day operations focused on in-house capabilities where possible to tune/specialize the business supporting infrastructure

• Partnering with IT to drive process improvements across PS&T (Certinia, SFDC, Smartsheet, Sigma, Cortex, Gemini, Co-Pilot, etc). 

Legal and Compliance: 

• Regular coordination with Legal Partners, focusing on risk assessment and management to identify and address potential legal and compliance issues 

• Oversee contract management support to streamline the execution of contracts and SOWs 

Financial Management: 

• Prepare and present weekly forecasting calls with PS&T leadership, with capability to dive into the numbers alongside our leaders

• Regular coordination with Finance Partners

• Work within accounting