Director, AI-Driven Customer Operations

Watershed; San Francisco (CA); Hybrid; USD 150,000 - 210,000; Full time

Job summary

Watershed is seeking a strategic operator to join Customer Operations, working with Customer Leadership to design and implement the operating model for CS, Advisory, Services, and Support. This hands-on role focuses on building scalable systems, forecasting, and AI-driven workflows to drive retention and expansion across hundreds of enterprise customers.

You will report to the Head of Customer Operations and join a small team supporting a slice of the Customer org, with a 4-days-in-office

Qualifications

• 5+ years experience in GTM Operations at a high-growth B2B technology company or related strategy & ops background.
• You have supported customer-facing teams, especially Customer Success, with reporting and cadence ownership.
• You have demonstrated analytical excellence in forecasting, capacity, retention, and expansion.
• You turn ambiguous objectives into concrete plans, builds, and adoption.

Responsibilities

• Design and implement the Customer operating model across Customer Success, Advisory, and Support.
• Own forecasting from the ground up, surface risk and opportunities early, and build scalable Cadences.
• Build AI-first operational workflows across the customer lifecycle and supporting tooling.
• Lead strategic initiatives end to end, framing problems and co-building solutions with partners.

Skills

GTM Operations

Forecasting

Process design

Cross-functional collaboration

Analytical thinking

Tools

Salesforce

Gong

Sigma

SQL

Job description

Watershed is seeking a strategic operator to join Customer Operations, working with Customer Leadership to design and implement the operating model for CS, Advisory, Services, and Support. This hands-on role focuses on building scalable systems, forecasting, and AI-driven workflows to drive retention and expansion across hundreds of enterprise customers.

You will report to the Head of Customer Operations and join a small team supporting a slice of the Customer org, with a 4-days-in-office