[Remote] Sr. Director, Customer Success Ops (COPB00)

Note: The job is a remote job and is open to candidates in USA. Quest Software is seeking an experienced and strategic Senior Director of CX Centralized Operations to lead a newly formed, cross-functional organization responsible for driving operational excellence across all Customer Experience (CX) functions. This role oversees three critical pillars: CX Readiness, Data Governance & Automation, and Programs, Tools & Technology, and is accountable for building the systems, processes, and capabilities that enable consistent, scalable, and data-driven customer outcomes across the enterprise.

Responsibilities

• Design and manage onboarding curriculum for new CX team members to accelerate time-to-productivity
• Develop and deliver ongoing enablement programs for product updates, process changes, and new tool rollouts
• Lead knowledge base curation, identify content gaps, and drive continuous improvement of self-service resources
• Build and maintain change management playbooks to support organizational transitions and new initiatives
• Establish certification paths and skill assessment frameworks to ensure consistent competency across CX teams
• Drive measurable reductions in escalation rates through improved agent preparedness and readiness programming
• Standardize dashboards and KPI reporting across all CX organizations to enable data-driven decision making
• Build and manage an AI use case pipeline with an appropriate governance framework for responsible deployment
• Define and enforce data quality standards, validation processes, and cross-org metric definitions
• Develop automation playbooks for repetitive workflows to reduce manual effort and improve time to insight
• Create and maintain a cross-organizational data dictionary ensuring consistent, trusted metrics enterprise-wide
• Ensure scalable AI deployment with appropriate risk controls and stakeholder alignment
• Own and execute a unified CX technology stack roadmap, including vendor management and consolidation strategy
• Manage a coordinated release calendar with deployment schedules that ensure zero-disruption release cycles
• Establish application administration SLAs and escalation frameworks across the CX tool ecosystem
• Lead cross-functional program governance, status reporting, and executive communication on CX program health
• Drive vendor consolidation and license optimization to reduce tool sprawl and lower total cost of ownership
• Serve as the single source of truth for CX program health, ensuring improved cross-org alignment on priorities

Skills

• Bachelor's degree in Business, Information Systems, Operations Management, or a related field
• 8+ years of progressive experience in CX operations, support operations, or a related operational leadership role within a technology or SaaS company
• 5+ years of people management experience, including leading managers and cross-functional teams
• Demonstrated experience building and scaling enablement, data governance, or technology operations programs
• Strong track record of driving operational efficiency through process improvement, automation, and data-driven decision making
• Proven ability to define KPIs, build dashboards, and translate data into actionable insights for senior leadership
• Master's degree or MBA
• Experience with AI/ML governance frameworks and deploying AI-driven automation in a CX or support environment
• Familiarity with CX platforms such as Salesforce Service Cloud, Zendesk, or similar enterprise support tools
• Background in change management methodologies (e.g., Prosci, ADKAR) and experience in a global organization
• ITIL, PMP, or Six Sigma certification

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