SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: USD 120,000 - 180,000 / annual
Klaviyo is seeking a Global Services Strategy & Operations Lead to join the Customer Experience Operations team. This is an individual contributor role responsible for keeping the Global Services organization—comprising Professional Services, Customer Education, and Onboarding—running smoothly day-to-day.
You will manage a portfolio of operational projects and initiatives, translate ambiguous stakeholder requests into clear project plans with defined success criteria, and coordinate across Sales, Customer Success, Support, Partners, IT, and Product to keep initiatives on track while flagging risks early.
Key responsibilities include:
**Program & Project Management:** Independently manage multiple concurrent operational projects and priorities. Translate cross-functional asks into clear timelines and success metrics. Coordinate across internal and external partners, identifying and resolving blockers before they escalate.
**Process & Systems Ownership:** Build, document, and maintain systems and automations supporting services reporting, alerting, and workflows. Identify opportunities to streamline manual or error-prone processes into scalable, repeatable solutions. Own process documentation for auditability and handoff/scaling.
**Reporting & Insights:** Support development and maintenance of operational dashboards and metrics (attach rate, pipeline, resourcing, service delivery health) that inform PS Operations and leadership decisions. Partner with analysts to ensure data accuracy and timeliness.
**Cross-Functional Collaboration:** Serve as a coordination hub for internal and external partners solving multi-functional problems. Evangelize new tools, processes, and ways of working across PS, Sales, and CS. Build relationships that enable coordination across groups and implementation partners.
This role involves hands-on work with tools like Salesforce, Tableau, Snowflake, Google Sheets/Apps Script, and Zapier. You'll exercise independent judgment, manage multiple concurrent priorities, and bring a builder's mindset focused on creating new approaches rather than maintaining existing ones. Up to 10% travel may be required for onboarding, client/partner work, team meetings, and industry events.
**Requirements:**
- 4–6 years of experience in professional services operations, program/project management, revenue operations, or related operational role, ideally in fast-paced SaaS or technology company
- Proven ability to independently manage multiple concurrent projects and shifting priorities with sound judgment
- Hands-on experience with Salesforce, Tableau, Google Sheets/Apps Script, Zapier, or similar automation and reporting tools (SQL experience is a plus)
- Strong analytical and problem-solving skills; comfortable evaluating ambiguous situations and data to design creative, effective solutions
- Excellent communicator who builds trust with stakeholders across functions and levels
- Builder's mindset: energized by creating new approaches, processes, and tools
**Preferred Qualifications:**
- Experience supporting Professional Services, Customer Success, or Support organizations
- Familiarity with professional services automation (PSA) tools and project management systems
- PMP or other project/program management certification
