Director, Customer Operations & Strategy

About the Role: 

Senior leadership role responsible for operational excellence, systems governance, data quality, financial operations, and process optimization across the Global Customer Experience (GCX) team’s core functions: Professional Services, Operations, Customer Success, and Customer Support. Serves as the connective tissue ensuring disciplined execution, cross-functional accountability, and data-driven decision-making at scale. Owns GCX financial operations including budget & vendor management, revenue performance tracking, and profitability analysis. A direct driver of Billtrust’s strategic transformation initiatives, including program management of continuous delivery optimization and enterprise-wide data governance.

What You'll Do:

Financial Oversight & Business Performance Infrastructure

• Build and mature a GCX-wide performance management system; cascade KPIs to teams with clear owners and targets

• Implement governance routines, operational dashboards, and executive reporting across all GCX functions

• Lead GCX financial operations reporting: budget monitoring, vendor management, cost-benefit analyses, revenue leakage tracking, and profitability

• Partner with Finance to maintain accurate reporting on headcount, vendor spend, and program economics

• Identify and escalate revenue leakage risks with recommended remediation paths

• Leverage analytics and AI-powered tools to surface performance insights and quantify business impact

Process Optimization & Delivery Transformation

• Lead GCX’s Operational Excellence Management (OEM) function; assess end-to-end workflows and systems; design scalable improvements that increase speed, quality, and margin

• Program manage GCX’s continuous delivery strategic innovation and transformation initiatives

• Provide executive visibility into transformation progress, key risks, and mitigation actions via structured reporting and decision forums

• Institutionalize best practices through documentation, training, and cross-functional knowledge sharing

Systems & Data Analytics

• Provide strategic direction across all GCX source systems supporting PS, Operations, CS, and Support

• Partner with IT, Finance, and RevOps to ensure systems are configured, maintained, and evolved in alignment with GCX’s operating model

• Drive automation initiatives in partnership with Business Transformation and Engineering to reduce manual overhead and improve data fidelity

Team Leadership & Change Management

• Manage performance, development, and workload of assigned team(s)

• Recruit, mentor, and develop staff; build a high-performance, continuous-improvement culture

• Drive adoption of new processes, metrics, and systems through structured change management

• Act as strategic liaison to Finance, IT/Engineering, Sales Operations, HR and other business partners

What You Bring: 

• 10+ years in Operations, Analytics, Business Intelligence, or a related field

• 5+ years leading managers or senior individual contributors in a cross-functional environment

• Proven experience designing KPI frameworks and enterprise quality management systems

• Proven experience driving cross-functional transformation successfully

• Financial operations reporting, budget management, and cost-benefit analysis experience

• Background in SaaS Customer Experience organizations

• Experience governing CRM, PSA, Customer Support and Customer Success systems (Salesforce, Certinia, Gainsight, ServiceCloud or equivalent)

• Executive-level communication skills — written, verbal, and data visualization

• Advanced Excel proficiency; demonstrated ability to govern enterprise data and reporting infrastructure

• Proficiency in BI tools (Power BI, Tableau, Looker, or equivalent)

• Experience with AI-powered tools for operational analytics or portfolio performance

• Bachelor’s degree in Business Administration, Finance, Operations Management, or a related field

The expected base salary range for this position is $190,000 to $200,000 USD annually.
Compensation may vary depending on several factors, including a candidate’s qualifications, skills, experience, competencies, and geographic location. Some roles may qualify for extra incentives like equity, commissions, or other variable performance-related bonuses. Further details will be provided by our Talent Acquisition team during the interview process.