Director, Global Client Services Ops & AI

Cvent; Tysons (VA); On-site; USD 120,000 - 180,000; Full time

Job summary

Cvent is seeking a Director/Senior Manager, Client Services Operations, for its HQ in Tysons Corner, VA. You will shape an operations strategy to scale Cvent’s Global Customer Success team and translate strategy into execution with process improvements, automation, and data-driven decisions.

Responsibilities include driving CS transformation initiatives, owning the tech stack for CS, and partnering with IT, PMO, and product teams on improvements.

Qualifications

• 10+ years in a Customer Services Operations or related leadership role in SaaS.
• Experience leading internationally diverse teams and complex programs.
• Strong track record in process improvement and operational scaling.
• Excellent written and verbal communication skills across stakeholders.

Responsibilities

• Define and drive cross-departmental execution of CS Transformation initiatives.
• Own and improve the technology stack supporting CS processes.
• Lead Knowledge Management and Globalization efforts.
• Design global CS operations strategy for scale and efficiency.
• Lead design and rollout of new support channels and programs.
• Collaborate with product teams on customer-facing changes.
• Forecast, budget, and track performance against plan.
• Ensure transparent reporting and data-driven decision-making.

Skills

Operations leadership

Cross-functional leadership

Data-driven decisions

Forecasting

Budgeting

Automation/AI

Team management

SaaS domain

Process improvement

Education

Bachelor’s or Master’s degree or equivalent experience

Tools

CRM systems

Data management tools

Job description

Cvent is seeking a Director/Senior Manager, Client Services Operations, for its HQ in Tysons Corner, VA. You will shape an operations strategy to scale Cvent’s Global Customer Success team and translate strategy into execution with process improvements, automation, and data-driven decisions.

Responsibilities include driving CS transformation initiatives, owning the tech stack for CS, and partnering with IT, PMO, and product teams on improvements.