Director of Customer Service Process Automation
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Job summary
KnowBe4 is seeking a senior operations-lead to bridge Customer Success and Support with BizApps/ePMO in a fast-paced SaaS environment. You will decompose complex processes into actionable requirements, define the capabilities roadmap, and drive automation and AI initiatives to enhance workflow efficiency.
You will partner with leadership to identify gaps, prioritize initiatives, and track progress with robust OKRs and success metrics.
Qualifications
- Bachelor's degree or equivalent required.
- 5+ years in leadership roles delivering cross-functional SaaS initiatives.
- Experience liaising between business stakeholders and technical delivery teams.
- Experience with workflow automation, AI agents, or large language models (LLMs).
- Hands-on Salesforce experience (SalesCloud/ServiceCloud).
- Experience with PMO frameworks and roadmapping tools such as Jira.
Responsibilities
- Act as the primary liaison between Customer Success & Support and BizApps/ePMO.
- Decompose business processes into system requirements, Jira epics, and stories.
- Own and maintain the Customer Success and Support capabilities roadmap.
- Identify and champion opportunities for workflow automation and AI agent adoption.
- Partner with leadership to identify process gaps and system-enabled improvements.
- Drive roadmap prioritization and facilitate regular cadences with technical teams.
- Monitor delivery of roadmap initiatives and communicate status to leadership.
- Develop OKRs and success metrics to measure effectiveness.
Skills
Education
Tools
Job description
- Act as the primary point of contact between Customer Success & Support and BizApps/ePMO
- Decompose business processes into system requirements, Jira epics, and stories
- Own and maintain the Customer Success and Support capabilities roadmap
- Identify and champion opportunities for workflow automation and AI agent adoption
- Partner with leadership to identify process gaps and system-enabled improvements
- Drive roadmap prioritization and facilitate regular cadences with technical teams
- Monitor delivery of roadmap initiatives and communicate status to leadership
- Develop OKRs and success metrics to measure effectiveness
- Bachelor's Degree or equivalent work experience
- 5+ years of leadership experience in cross-functional delivery or business operations within SaaS
- Experience serving as a liaison between business stakeholders and technical delivery teams
- Experience with workflow automation, conversational AI, or LLMs
- Hands-on experience with Salesforce (SalesCloud, ServiceCloud, etc.)
- Experience with Project Management Office (PMO) frameworks
- Proficiency with Jira or similar roadmap management tools
- Strong ability to communicate technical concepts to non-technical stakeholders
KnowBe4 empowers the modern workforce to make smarter security decisions every day. Trusted by more than 70,000 organizations worldwide, KnowBe4 is the pioneer of digital workforce security, securing both AI agents and humans.
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