DEX Operations Architect

Nexthink; United States; Remote; USD 140,000 - 200,000; Full time

Benefits offered by this job

Permanent contract

Flexible hours

100% remote work

Professional training platforms

Parental leave benefits

Volunteer days

Accident insurance

Referral bonuses

Job summary

Nexthink ищет ДEXOps‑архитектора для внедрения и оптимизации операционных процессов у крупных клиентов. Ваша роль — перевод бизнес‑задач в технические решения, работа с руководством клиентов и обеспечение устойчивых улучшений в эффективности IT‑операций.

Вы будете внедрять рабочие процессы, проводить обнаружение потребностей, руководить изменениями и координировать взаимодействие между 고객скими отделами, продуктовой командой и продажами.

Qualifications

• Опыт в управлении операциями IT и трансформациях сервис-дистрибуции.
• Навыки перевода технического языка в бизнес-результаты.
• Опыт работы в SaaS и управлении изменениями в крупных организациях.

Responsibilities

• Идентифицировать и поставлять бизнес‑процессы клиентов, основанные на DEXOps.
• Проектировать трансформации рабочих процессов и внедрять их с поддержкой руководства клиента.
• Вести реализации и управление изменениями для обеспечения приемки.
• Проводить ежеквартальные обзоры статуса проекта с руководством клиента.
• Составлять и поддерживать карты зависимостей и ответственных лиц.
• Отслеживать показатели продуктивности рабочих процессов и автоматизации.
• Развивать доменную экспертизу в операционных моделях IT и практиках платформ.
• Сотрудничать с Product и Sales для согласования возможностей платформы.
• Передавать знания командам внутри компании и у клиента по операциям.
• Участвовать в планировании аккаунтов и бизнес‑ревью.

Skills

IT operating models

Process redesign

Stakeholder management

SaaS platforms

Change management

Cross-functional leadership

Communication

Facilitation

Systems thinking

Education

MBA or инженерное образование или продвинутые IT-сертификаты

Job description

Описание: Nexthink is the leader in digital employee experience management software. The company provides IT leaders with unprecedented insight allowing them to see, diagnose and fix issues at scale impacting employees anywhere, with any application or network, before employees notice the issue. As the first solution to allow IT to progress from reactive problem solving to proactive optimization, Nexthink enables its more than 1,500 customers to provide better digital experiences to more than 25+ million employees. Dual headquartered in Lausanne, Switzerland and Boston, Massachusetts, Nexthink has 9 offices worldwide. #Li-Remote

Задачи:

The DEXOps Architect is a new strategic role within the customer success function responsible for transforming how enterprises operate their IT infrastructure by embedding the concepts of DEXOps into their core operational workflows. DEXOps Architect focuses on customer processes and how the platform becomes the connective tissue You will be embedded with customer IT leadership as a working partner, helping them identify, design, and deliver operational improvements that provide quantifiable outcomes. The DEXOps Architect has two core, recurring deliverables: Identify & Deliver Customer Business Workflows Continuously scan assigned accounts for workflows that are key to the customer's operations. Partner with customer IT leadership to redesign these workflows with DEXOps as the foundation: Identify embedded workflows that drive real operational change Conduct discovery sessions to understand customer processes, pain points, and dependencies Design workflow transformations that complement how the customer operates IT Drive implementation and change management to ensure adoption and operational improvements Secure executive sponsorship and named ownership for each workflow Execute Quarterly Customer Health Reviews Facilitate structured quarterly conversations with customer stakeholders to assess effectiveness. The review maps organisational dependencies and assigns named accountable owners to critical workflows. Prepare and facilitate the quarterly review with customer IT leadership Build the breakage inventory (technical and political map of downstream dependencies) Score item impact based on business criticality, detection time, and named accountability Identify unowned dependencies and execute the political work to secure senior named owners Track impact trends over time as a key health signal Develop deep domain expertise in IT operating models and enterprise platform practices Track and communicate quantitative workflow metrics and automation effectiveness Collaborate with Product and Sales teams to align new platform capabilities with workflows Develop a good technical understanding of the Nexthink platform and be able to advise customers on the best technical solution to their stated goals Mentor and upskill both internal and customer teams on enterprise operations best practices Participate in account planning, EBRs, and strategic business reviews Build and maintain executive relationships with customer C-level and senior IT leadership.

Требования:

• 5-8+ years in IT operations, IT service management, IT strategy, or related enterprise IT leadership roles
• Demonstrated expertise in IT operating models, process redesign, and organisational change management
• Track record of leading cross-functional initiatives and securing buy-in from IT executives and business stakeholders
• Ability to translate between technical IT language and business outcomes
• Experience with IT service delivery transformation or enterprise software platforms
• Strong problem-solving and systems-thinking skills; ability to map complex dependencies and workflows
• Excellent communication, presentation, and facilitation skills for running structured discovery and review sessions
• Demonstrated experience of operationalising SaaS solutions to deliver tangible business benefits
• Background in Professional Services, Solution Consulting, or Enterprise Architect roles
• ITIL certification (Foundation or higher) or equivalent IT governance framework knowledge
• Experience at a SaaS company in customer success, implementation, or post-sales engineering
• Experience leading organizational change initiatives or IT transformation programs
• MBA, engineering degree, or advanced IT certifications

Key Competencies & Skills

• Technical & Domain Expertise Deep knowledge of IT operating models, service delivery models, and IT governance frameworks
• Understanding of enterprise IT infrastructure and IT operations best practices
• Ability to diagnose complex IT workflows and identify optimization and automation opportunities
• Organizational & Change Leadership Exceptional organizational navigation and political acumen - identify and secure alignment from multiple stakeholders
• Change management and stakeholder engagement skills to drive adoption of new operating models
• Ability to influence without authority and build consensus across competing priorities
• Communication & Facilitation Exceptional presentation and communication skills for C-suite and technical audiences
• Facilitation expertise to run structured discovery, design, and review sessions
• Ability to distill complex subjects into clear, actionable narratives

Additional Information

We are the pioneers and trailblazers of a global IT Market Category (DEX) that is shaping the future of how the world works, giving our customers’ IT Teams total digital visibility across their enterprise. Our innovative solutions integrate real-time analytics, automation, and employee feedback across all endpoints. This enables our IT teams to solve complex technical challenges, create ever more productive workplaces, and deliver happy, satisfied employees in the digital workplace. With over 1200 employees across 5 continents, Nexthink operates as One Team, connecting, collaborating and innovating to continuously grow. We call our employees ‘Nexthinkers’ and our commitment to diversity, inclusion, and equity is second to none. We currently have over 75 nationalities working with us, from all cultures and backgrounds, speaking many different languages. If you are looking for a change and like a nice atmosphere, lots of challenges, and having fun while working, this is a great opportunity for you!

• Permanent Contract and a competitive compensation package
• Flexible Hours and unlimited vacation (employees have unlimited paid time off on top of the 30 days of holidays we offer) plus 3 company-paid volunteer days.
• 100% remote work with occasional travels to meet with colleagues and customers
• Free access to professional training platforms to explore your interests and enhance your skills.
• 16 weeks of fully paid leave for primary caregivers, extendable up to 8 additional months unpaid, and 6 weeks of fully paid leave for secondary caregivers.
• Feel protected with 24/7 accident insurance coverage for any accidents at work or during free time.
• Bonuses for referring successful hires after three months of continuous employment.