Director, Customer Operations

Description
Come join a winning team! Here at Imprivata, you'll see a dedicated group of professionals who care about improving healthcare. Our team thrives on collaboration and sharing ideas, whether in a cross-functional meeting or at one of our virtual team-building events.
While we're diverse in our backgrounds and skills, we have much in common. A passion for our mission. A strong sense of integrity. A belief that we're making a positive impact and a commitment to having fun.
We are seeking a Director, Customer Operations to join our team. This is a hybrid opportunity based out of our Waltham, MA office.
Job Summary
The Imprivata GTM Operations Team is looking for a Director of Customer Operations to join our team. This is a newly created role that will be working within the Revenue Operations Group and partnering with our Chief Customer Officer to drive business results for our Customer Experience Organization. This organization includes our Customer Success, Renewals, Customer Support, Managed and Professional Services groups.
Our ideal candidate will have worked in fast-paced technology organizations with rapid growth and has experience being a business partner with a Services org. You will be responsible for driving financial and operational efficacy to ensure financial results are achieved. The Director will support decision making using a data driven approach. You will be a key cross-functional leader that can influence business outcomes.
You should have a proven success with customers and internal stakeholders (e.g., Customer Success, Renewals, Services, and Sales) to ensure that value is realized for the customer and commercial objectives are aligned with the growth of our business.
Duties and Responsibilities

• Partner with Chief Customer Officer to drive finance and operational decision making to meet financial targets.
• Partner with key leaders across the customer organization to drive key customer experience initiatives.
• Manage Key Performance Indicators (KPI's) for customer org across Customer Success, Renewals, Customer Support, and Service Delivery.
• Develop and maintain key policies and procedures.
• Develop financial targets, and compensation plans to drive desired outcomes
• Work cross-functionally to ensure Customer Experience point of view is represented in key financial and operational discussions.
• Develop forecasting process to ensure visibility and transparency of bookings and billings.
• Work with leaders on new services offering pricing and packaging.
• Process improvement to drive improvement in KPIs.
• Other duties as assigned and required

Required Qualifications

• Bachelor's Degree or equivalent combination of education and experience
• 10+ years' experience in managing operational/financial teams.
• 5+ years' experience with Services or customer facing organizations.
• Experience partnering with a C-level executive.
• Ability to effectively disagree and use constructive conflict to drive business results
• Experience with SaaS Software
• A passion for problem-solving, comfort with ambiguity and creativity
• Highly organized with strong attention to detail
• Strong oral, written and presentation skills.
• Strong organizational and decision-making skills
• Ability to work independently and collaboratively in a team environment.

This position offers a salary range of $195,000.00 to $230,000.00 (inclusive of variable compensation such as bonuses and incentives). In addition, more information about Imprivata's benefit offerings can be found here . This salary range represents the high and low end of Imprivata's salary range for this position. Actual salaries will vary and may be above or below the range based on various factors, such as a candidate's location, skills, experience, and qualifications.
At Imprivata, we have a top-notch work environment, developmental opportunities, a competitive total rewards package, and the desire to have fun. If you have the skills and qualifications as we have described above, we want to hear from you!
Imprivata provides equal employment opportunities, regardless of race, religion, age, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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