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Forescout is a cybersecurity company protecting critical infrastructure for Fortune 100 organizations, government agencies, and large enterprises. As Manager of Customer Operations, you will lead a team responsible for driving strategic initiatives, operational improvements, analytics, and AI-enabled transformation across the Customer Operations function.
You will partner closely with the Director of Customer Operations and executive leadership to identify priorities, allocate resources, develop talent, and ensure successful execution of programs that improve scalability, efficiency, customer outcomes, and business performance. This role combines people leadership, project management, business operations, and practical AI adoption.
Key Responsibilities:
Team Leadership & Development: Develop, coach, and improve a team of at least 2 direct reports (currently an Analyst and Project Manager). Establish performance expectations, career development plans, and succession strategies while fostering accountability, innovation, collaboration, and continuous improvement.
Portfolio & Program Leadership: Manage the Customer Operations project portfolio, ensuring initiatives align to strategic priorities and outcomes. Oversee intake, prioritization, resource allocation, governance, and executive reporting while ensuring delivery on time, within scope, and report on measurable results.
AI Strategy & Implementation: Lead the identification, evaluation, and deployment of AI-powered solutions across Customer Success, Professional Services, and Support. Establish governance, adoption frameworks, success metrics, and responsible AI practices. This is a new team responsibility, so you'll define several processes.
Data-Driven Insights: Analyze Services selling, adoption, usage, capacity, and operational performance data to identify trends, risks, and revenue or cost optimization opportunities.
Change Management & Enablement: Develop rollout plans, communications, training materials, adoption tracking, and feedback loops to ensure new processes and AI tools are successfully adopted.
Stakeholder Engagement: Build strong relationships with Customer Operations leaders, Procurement, Legal, Finance, Sales, Services, Support, IT, and partners to align priorities and remove execution barriers.
Governance & Reporting: Create executive-ready updates, dashboards, and decision materials that clearly communicate progress, risks, tradeoffs, and recommended actions.
Risk & Issue Management: Proactively identify project risks, dependencies, compliance considerations, and operational impacts; drive mitigation plans and escalate when needed.
Success in this role means the Customer Operations portfolio consistently exceeds expectations and delivers measurable business outcomes; the team demonstrates strong performance, skill development, and internal career progression; AI initiatives move from concept to operationalized business solutions with measurable productivity and customer-impact improvements; manual effort, process friction, reporting complexity, and execution risk are reduced through better governance, analytics, automation, and enablement; executives receive timely, accurate insights that improve prioritization and decision making; and Customer Operations processes, governance, and systems scale effectively as the business grows.
Requirements:
- 7+ years of experience in business operations, customer operations, program management, transformation, consulting, or a related field
- 2+ years of people leadership experience managing project managers, analysts, business operations, or transformation teams
- Delivered at least 2 strategic initiatives leveraging AI with a strong understanding of AI adoption, workflow automation, analytics, and technology-driven transformation
- Advanced analytical skills with the ability to convert complex data into actionable business insights and recommendations
- Executive communication skills with experience presenting to VP and C-level stakeholders
- Systems expertise with Excel, PowerPoint, Copilot and/or Claude, Power BI, Salesforce/SFDC, Certinia/FinancialForce, Precursive, or similar operational systems
- Bachelor's degree required; MBA, PMP, Agile/Scrum, Six Sigma, Lean, Business Analytics, or AI-related certifications preferred
