Customer Operations Director

About Pantheon

Pantheon is the WebOps platform for websites that deliver extraordinary results. We believe in putting the magic of the internet in everyone’s hands. That’s why we’re so passionate about helping developers, IT, and marketing develop, test, and release website changes faster and more reliably so they can build and maintain websites that create value for their organizations. Our cloud-native software makes it easy to securely manage a single website or thousands of websites across multiple teams in one platform.

Pantheon’s core values are Trust, Teamwork, Passion, and Customers First. At Pantheon, we work hard and play harder, valuing individuality, humor, and balance. We're enthusiastic participants in several open-source communities and have real relationships with many of our most active customers. If all of this sounds interesting to you, read on!

The Role

You’ll continue developing a scalable approach to delivering strong retention and expansion outcomes for Pantheon, directly impacting the company's profitability.

The Customer Operations Director will be responsible for driving Customer operations, Customer strategy, and process improvement initiatives. This role requires an individual who is comfortable working in a fast-paced, ever-evolving environment and who can collaborate with colleagues across the organization.

The successful candidate should have at least five years of experience in a Customer Operations and/or Customer Strategy role, with demonstrated success in managing multiple projects independently and leading cross-functional teams.

The ideal candidate should possess a unique combination of analytical and interpersonal skills, with the ability to build relationships and drive change. This role requires a self-starter with a strategic mindset and proven experience in operations, customer retention, and expansion.

They should understand the renewal and expansion processes and experience developing and implementing retention and expansion strategies. They must be comfortable working with large data sets and can identify trends and insights. In addition, the ideal candidate should have excellent communication, problem-solving, and organizational skills.

What You Need to Succeed

• Retention-focused process development and reporting skills are a must
• Be a confident communicator with superb attention to detail, oral, written, and presentation skills
• The Operations leader must excel at problem-solving, feel comfortable diving into data, and be able to develop recommendations based on stakeholder feedback to address business issues
• Experience leading complex, interrelated projects and programs
• Strong organizational, operational, and analytical skills
• Experience in creating and sustaining relationships with both technical and non-technical audiences
• Ability to see the big picture, innovate, and adapt to constant change
• Self-starter motivated to go above and beyond the task at hand and succeed in a collaborative, fast-paced environment
• Knowledge of Salesforce product and platform features, reporting capabilities, and best use
• Project Management and Agile methodologies

What You Bring to the Table

• The Customer Operations Director will be responsible for driving retention and expansion operations, strategy, and process improvement initiatives that directly increase Pantheon’s retention and expansion outcomes and ensure accountability while enhancing forecasting predictability.
• The Operations leader should drive technology improvements, enhance efficiency, and develop tools that allow our business & systems to scale, optimize revenue, and improve the customer experience
• Your job will be to research, develop use cases, support requirements development, and partner closely with technology teams to build and implement systems and processes
• Strategic initiatives could range from the very strategic to the very operational: using data to evaluate business scenarios and business planning, segmentation, efficiency initiatives, process design, and technology/tool development
• Proactively make recommendations to improve retention and expansion outcomes by leading consultative engagements with business stakeholders on business goals, challenges, and data needed to support the strategic vision for the Customer Org
• Communicate risk clearly and take the lead in developing resolution strategies; solicit senior leadership involvement as required
• Leverage data and insights to define and support process modifications and improvements so that we deliver optimal business outcomes
• Partner with enablement teams and field to ensure proper training and change management for all program activities

What We Offer

We have all the usual perks and benefits, but what we can really offer you is a fantastic work environment powered by an amazing team.

• Industry competitive compensation and equity plan
• Flexible time off, sick days, and 13 paid holidays
• Comprehensive medical insurance, including Health, Dental, and Vision
• Paid parental leave (plus fertility, adoption, and other family planning benefits)
• In-office workspace (San Francisco)
• Monthly allowance for wellness, reading, and access to LinkedIn Learning for continued development
• Events and activities, both team-based and company-wide, that inspire, educate, and cultivate

Pantheon is an equal opportunity/affirmative action employer and we welcome applications from all backgrounds regardless of race, color, religion, sex, national origin, ancestry, age, marital status, sexual orientation, gender identity, veteran status, disability, or any other classification protected by law. Pantheon complies with federal and local disability laws and makes reasonable accommodations for applicants and employees with disabilities. If you need a reasonable accommodation due to a disability for any part of the interview process, please contact [email protected]. Pursuant to local and federal regulations, Pantheon will consider qualified applicants with arrest and conviction records for employment.

After an offer is made and accepted, E-verify will be utilized to establish your identity and employment eligibility as required by the U.S. Department of Homeland Security.

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