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Hootsuite is seeking a Senior Operations Director for Revenue & Services to serve as a strategic advisor to the Chief Commercial Officer and Professional Services leadership. This role shapes how Professional Services operates, scales, forecasts, and performs while driving cross-functional alignment across Operations, Revenue, Sales, and Finance.
Key responsibilities include:
• Design and evolve the operating model for Revenue and Services, establishing forecasting methodology, capacity planning, utilization and margin management, and delivery-to-revenue alignment to enable scalable, predictable, and profitable growth.
• Set the strategic roadmap for services operations and operating infrastructure, including systems architecture (resource management, CRM integration, financial systems, data and reporting) and investment priorities.
• Act as strategic partner to Professional Services leaders, translating business strategy into performance targets and representing services performance to executive leadership and the board.
• Partner with the President and Chief Commercial Officer to evaluate profitable growth opportunities, operating leverage, organizational capabilities, technologies, and external partnerships.
• Lead deal desk strategy for services and deal governance, including pricing frameworks, SOW structuring, and margin guardrails in partnership with Sales and Legal.
• Drive quarterly and annual planning for services capacity and revenue targets, defending plans to Finance and executive leadership.
• Establish consistent operating cadence and process framework including KPIs, business reviews, planning, forecasting, and reporting across the customer lifecycle.
• Oversee complex, cross-functional Finance and Operations initiatives aligned with strategic priorities.
• Champion adoption of AI and emerging technologies to redesign processes, enhance efficiency, and improve decision-making.
• Influence organizational design, capability development, and performance management as Hootsuite evolves.
• Identify and implement structural opportunities to simplify the business, eliminate friction, and improve customer experience.
• Proactively identify emerging risks, opportunities, and strategic trade-offs impacting growth, profitability, and enterprise value.
REQUIREMENTS:
• 15+ years of experience in high-growth, fast-paced SaaS environments with proven global leadership experience.
• Deep expertise in services operations, sales operations, planning, and strategy development.
• Deep expertise in sales automation and CRM platforms.
• Exceptional analytical skills and familiarity with Sales and Customer Success technologies (SFDC, Marketo, Gainsight, SalesLoft preferred).
• Proven ability to dive into complex concepts, define value propositions, and champion the voice of sales.
• Strong influence and persuasion skills; ability to gain support and mobilize people to action.
• Excellent decision-making capability; ability to choose best course of action from multiple alternatives.
• Consistent track record of achieving high performance results and challenging others to deliver.
• Clear written and verbal communication with active listening skills.
• Strong negotiation skills while maintaining integrity and relationships.
• Ability to build inclusive, cohesive teams that leverage diversity.
• Proven ability to deliver results through others with clear direction-setting.
• Strategic thinking: ability to identify key issues and relationships relevant to long-range goals and build integrated plans.
• Demonstrated capability to develop team capacity and capability while supporting results delivery.
