Director of RevOps (CX Ops)

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director of RevOps (CX Ops) based in the United States. This is a senior operations role focused on building the systems, processes, and data infrastructure that power customer-facing and revenue teams. You will own Customer Experience and Partner Operations while providing hands-on support across Sales Operations and broader go-to-market initiatives. The role sits at the intersection of systems, process, analytics, and AI, with a strong emphasis on scalable solutions rather than short-term fixes. You will design operational infrastructure that reduces manual work across Customer Success, Professional Services, Support, Renewals, and partner programs. Your analysis will help leaders understand churn risk, expansion opportunities, services performance, support efficiency, and partner ROI. You will also use AI to accelerate systems administration, build analytical tools, and put actionable insights directly into the hands of business leaders. This opportunity is ideal for an experienced SaaS operator who thrives as a senior individual contributor and enjoys turning operational complexity into measurable business value. Own the operational backbone for Customer Success, Professional Services, Support, and Renewals, developing scalable systems that streamline onboarding, health scoring, escalations, capacity planning, services delivery, and renewal processes. Build analyses that identify churn risks, expansion opportunities, services performance, support efficiency, and other key customer experience indicators, then translate findings into meaningful process and systems improvements. Establish and maintain operational infrastructure for the partner ecosystem, including partner onboarding, deal registration, co-sell tracking, partner-sourced pipeline reporting, certifications, delivery quality, churn, and partner satisfaction. Provide partner leadership with clear reporting and analysis on partner performance, program effectiveness, and return on investment. Support Sales Operations through pipeline hygiene, forecasting processes, CRM workflows, and operational problem-solving. Partner with sales and revenue leadership to produce analyses that inform go-to-market decisions and improve operational performance. Design durable, scalable business systems rather than short-term solutions, ensuring investments are prioritized according to measurable business value. Ensure operational systems capture the data required to understand and continuously improve the processes they support. Use AI tools to accelerate systems design, administration, integrations, analytics, and other work that traditionally requires dedicated operations or systems resources. Build AI-powered analytical tools and self-service reporting capabilities that enable leaders to answer business questions independently and make faster, data-informed decisions. Continuously evaluate opportunities to replace manual processes with AI or automation while applying sound judgment about where human involvement remains necessary. Run analyses that directly influence how the organization operates, construct business cases for process and systems investments, and clearly communicate the business implications of findings. Collaborate closely with Customer Success, Sales, Partnerships, Marketing, Professional Services, Support, and other cross-functional teams in a fast-paced global environment. Requirements 10+ years of experience in operational roles within SaaS companies. 5+ years supporting Customer Success, Professional Services, Support, Renewals, or closely related customer-facing functions. Demonstrated experience designing, implementing, and scaling business systems such as CRM, customer success, support, billing, and renewal platforms. Experience with platforms such as Salesforce, HubSpot, Gainsight, or comparable enterprise systems. Proven abilit