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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 diverse portfolio of operational projects and initiatives, partner closely with the Senior Manager of Professional Services Operations, and collaborate across Sales, Customer Success, Support, and Partners to execute operational initiatives, build automations and processes, and bring structure to cross-functional problems.
Key responsibilities include:
**Program & Project Management:** Independently manage multiple concurrent operational projects and initiatives, translating ambiguous stakeholder requests into clear project plans with defined timelines and success criteria. Coordinate across multiple functions (Sales, Customer Success, Support, Partners, IT, Product) to keep initiatives on track, flagging risks and proposing solutions proactively.
**Process & Systems Ownership:** Build, document, and maintain systems and automations supporting services reporting, alerting, and workflow needs. Identify opportunities to streamline manual or error-prone processes and design scalable, repeatable solutions. Own comprehensive documentation for operational processes to ensure auditability and ease of handoff or scaling.
**Reporting & Insights:** Support development and maintenance of operational metrics and dashboards (e.g., attach rate, pipeline, resourcing, service delivery health) that inform PS Operations and leadership decisions. Partner with analysts and stakeholders to ensure data accuracy and timeliness.
**Cross-Functional Collaboration:** Serve as a coordination point for internal and external partners solving problems spanning multiple functional areas. Evangelize new tools, processes, and ways of working across PS, Sales, and CS. Build and maintain relationships that create coordination across groups, including implementation partners.
This role requires hands-on work with tools like Salesforce, Tableau, Snowflake, and Google Sheets/Apps Script. You'll exercise independent judgment, manage multiple concurrent priorities, and bring a builder's mindset focused on creating new approaches rather than only maintaining existing ones.
Travel of up to 10% may be required for new hire onboarding, client/partner work, team meetings, and industry events, coordinated in advance.
**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
