Director of Operations, Global Technical Services

Ladders; United States; Remote; USD 189,000 - 259,000; Full time

Benefits offered by this job

Health benefits

401(k) plan

Flexible work arrangements

Professional development

Employee stock purchase plan

Wellness programs

Generous paid time off policy

Job summary

Ladders, a leader in Enterprise Technology, seeks a Director of Operations, Global Technical Services to drive global planning, analytics, and execution across the customer success function. This role partners with Finance, RevOps, and senior leadership to improve forecasting and capacity planning, building scalable processes for a worldwide customer organization.

The position is remote US-based, with highly cross-functional responsibilities and a focus on data-driven decision making, dashboard

Qualifications

• 10+ years in Customer Success Operations or Revenue/Business Ops in enterprise SaaS or cloud software.
• Experience leading global ops and analytics teams.
• Expertise in CS platforms and data warehousing tools.

Responsibilities

• Lead long-range and operational planning for the Customer Success org.
• Partner with Corporate Finance and RevOps for budget and capacity planning.
• Develop data-driven resource models for global needs.
• Oversee global dashboards for key metrics like NRR and GRR.
• Set performance metrics and lead regular reviews to close gaps.
• Design automated processes across the customer lifecycle.
• Lead deployment and optimization of CS tech stack.
• Create training plans for new workflows.
• Bridge CS with other departments in operations.
• Lead and mentor a global team of managers and analysts.

Skills

Global Ops Leadership

Data Analytics

Stakeholder Mgmt

SQL literacy

CRM platforms

Education

MBA or equivalent

Tools

Gainsight

Salesforce

Snowflake

Tableau

Job description

For our client, we are seeking a Director of Operations, Global Technical Services to join the team of a leader in the Enterprise Technology space.

This role will drive global operational planning, analytics, and execution across the customer success function. The ideal candidate will partner closely with Finance, Revenue Operations, and senior leadership to improve forecasting, capacity planning, and business performance. This is a highly cross-functional position focused on building scalable processes, enabling data-driven decision-making, and supporting a worldwide customer organization.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $189,000 – $259,350 annually

Responsibilities

• Lead long-range planning and operational planning for the Customer Success organization
• Serve as the primary liaison with Corporate Finance and RevOps for budget and capacity planning
• Develop data-driven resource models to meet business and global customer needs
• Oversee global dashboard development for key customer metrics such as NRR and GRR
• Establish business performance metrics and lead regular reviews to address gaps
• Design and implement automated processes across the customer lifecycle
• Lead deployment and optimization of the Customer Success technology stack
• Create training plans to enable Customer Success teams on new workflows
• Bridge operational efforts between Customer Success and other departments
• Lead and mentor a global team of operations managers and analysts

Qualifications

• 10+ years of experience in Customer Success Operations, Revenue Operations, or Business Operations in enterprise SaaS or cloud software organizations
• Proven leadership in building and managing global operations and data analytics teams
• Expertise in Customer Success and CRM platforms such as Gainsight and Salesforce, and data warehousing tools such as Snowflake and Tableau
• Strong analytical skills with a track record of translating customer data into actionable insights
• Excellent stakeholder management skills and ability to communicate effectively with senior leadership
• Familiarity with data platforms, cybersecurity, or observability markets
• SQL literacy and experience with User Acceptance Testing for large system deployments
• MBA or equivalent strategic leadership experience

Benefits

• Comprehensive health benefits
• 401(k) plan with company matching
• Flexible work arrangements
• Professional development and training programs
• Employee stock purchase plan
• Wellness programs
• Generous paid time off policy

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.