Strategy and Business Operations Director - United States

Strategy and Business Operations Director

Overview

We are seeking a strategic, execution-focused Director of Strategy and Business Operations to partner directly with the SVP of Global Services & Support. This role is a critical force multiplier-responsible for driving strategic planning, operational excellence, and cross-functional alignment across our global Services and Support organization.

The ideal candidate combines strong business acumen, analytical depth, and operational discipline with the ability to navigate ambiguity, influence without authority, and deliver measurable impact at both the strategic and execution levels.

Key Responsibilities

Strategic Planning & Business Operations

• Lead the annual and quarterly business planning processes for the Global Services & Support organization.
• Partner with Finance, HR, and Strategy teams to develop budgets, headcount plans, KPIs, and performance scorecards.
• Track and report business performance against key metrics (utilization, margin, CSAT/NPS, backlog, etc.), surfacing insights and recommended actions.
• Drive operational reviews (QBRs/MBRs) and prepare executive-level materials for the CEO, CFO, and Board discussions.

• Serve as a trusted advisor and right-hand partner to the SVP in key meetings, decisions, and initiatives.
• Translate strategic priorities into actionable programs and ensure cross-functional accountability and follow-through.
• Manage leadership operations - including staff meetings, ELT updates, and organization-wide communications.
• Streamline execution and drive clarity around strategic goals, priorities, and success measures across the organization.

• Lead strategic programs that advance the organization's transformation agenda (e.g., customer experience redesign, operational efficiency, partner enablement).
• Drive cross-functional projects across Services, Support, Product, and Sales to improve scalability and customer outcomes.
• Establish governance and frameworks to support global consistency in processes, tools, and delivery models.

• Partner with Business Intelligence and Finance to deliver insights that guide operational and strategic decisions.
• Define, monitor, and evolve KPIs that measure performance, productivity, and customer value realization.
• Use data storytelling to influence leadership decisions and investment priorities.

• 10+ years of experience in management consulting, strategy, business operations, or chief of staff roles, ideally within a SaaS, cloud, or technology company.
• Strong understanding of professional services, customer success, and support business models.
• Exceptional executive communication and presentation skills; comfortable engaging at ELT and board levels.
• Proven ability to lead through influence and manage cross-functional initiatives.
• Highly analytical with advanced Excel / PowerPoint / data visualization skills.
• Experience managing business rhythms (OKRs, QBRs, forecasting, dashboards) and executive governance.
• Bachelor's degree required; MBA or advanced degree preferred.