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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—comprised of 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 initiatives, balancing short- and mid-term priorities. Translate cross-functional asks into clear timelines and success metrics. Coordinate across teams to identify and resolve blockers before they escalate.
**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 process documentation 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.
You will work hands-on with tools including Salesforce, Tableau, Snowflake, Google Sheets/Apps Script, and Zapier, driving process improvements independently. The role requires up to 10% travel 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 a fast-paced SaaS or technology company
- Proven ability to independently manage multiple concurrent projects and shifting priorities with sound judgment
- Hands-on experience with systems like 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 rather than only maintaining existing ones
**Preferred Qualifications:**
- Experience supporting a Professional Services, Customer Success, or Support organization specifically
- Familiarity with professional services automation (PSA) tools and project management systems
- PMP or other project/program management certification
