Director, Customer Operations & Strategy

Company: Billtrust
Industry: Customer Success
Location: USA

<p><strong>About the Role: </strong></p>
<p>Senior leadership role responsible for operational excellence, systems governance, data quality, financial operations, and process optimization across the Global Customer Experience (GCX) team’s core functions: Professional Services, Operations, Customer Success, and Customer Support. Serves as the connective tissue ensuring disciplined execution, cross-functional accountability, and data-driven decision-making at scale. Owns GCX financial operations including budget & vendor management, revenue performance tracking, and profitability analysis. A direct driver of Billtrust’s strategic transformation initiatives, including program management of continuous delivery optimization and enterprise-wide data governance.</p>
<p><strong>What You'll Do: </strong></p>
<p><strong>Financial Oversight & Business Performance Infrastructure</strong></p>
<p>• Build and mature a GCX-wide performance management system; cascade KPIs to teams with clear owners and targets</p>
<p>• Implement governance routines, operational dashboards, and executive reporting across all GCX functions</p>
<p>• Lead GCX financial operations reporting: budget monitoring, vendor management, cost-benefit analyses, revenue leakage tracking, and profitability</p>
<p>• Partner with Finance to maintain accurate reporting on headcount, vendor spend, and program economics</p>
<p>• Identify and escalate revenue leakage risks with recommended remediation paths</p>
<p>• Leverage analytics and AI-powered tools to surface performance insights and quantify business impact</p>
<p><strong>Process Optimization & Delivery Transformation</strong></p>
<p>• Lead GCX’s Operational Excellence Management (OEM) function; assess end-to-end workflows and systems; design scalable improvements that increase speed, quality, and margin</p>
<p>• Program manage GCX’s continuous delivery strategic innovation and transformation initiatives</p>
<p>• Provide executive visibility into transformation progress, key risks, and mitigation actions via structured reporting and decision forums</p>
<p>• Institutionalize best practices through documentation, training, and cross-functional knowledge sharing</p>
<p><strong>Systems & Data Analytics</strong></p>
<p>• Provide strategic direction across all GCX source systems supporting PS, Operations, CS, and Support</p>
<p>• Partner with IT, Finance, and RevOps to ensure systems are configured, maintained, and evolved in alignment with GCX’s operating model</p>
<p>• Drive automation initiatives in partnership with Business Transformation and Engineering to reduce manual overhead and improve data fidelity</p>
<p><strong>Team Leadership & Change Management</strong></p>
<p>• Manage performance, development, and workload of assigned team(s)</p>
<p>• Recruit, mentor, and develop staff; build a high-performance, continuous-improvement culture</p>
<p>• Drive adoption of new processes, metrics, and systems through structured change management</p>
<p>• Act as strategic liaison to Finance, IT/Engineering, Sales Operations, HR and other business partners</p>
<p><strong>What You Bring: </strong></p>
<p>• 10+ years in Operations, Analytics, Business Intelligence, or a related field</p>
<p>• 5+ years leading managers or senior individual contributors in a cross-functional environment</p>
<p>• Proven experience designing KPI frameworks and enterprise quality management systems</p>
<p>• Proven experience driving cross-functional transformation successfully</p>
<p>• Financial operations reporting, budget management, and cost-benefit analysis experience</p>
<p>• Background in SaaS Customer Experience organizations</p>
<p>• Experience governing CRM, PSA, Customer Support and Customer Success systems (Salesforce, Certinia, Gainsight, ServiceCloud or equivalent)</p>
<p>• Executive-level communication skills — written, verbal, and data visualization</p>
<p>• Advanced Excel proficiency; demonstrated ability to govern enterprise data and reporting infrastructure</p>
<p>• Proficiency in BI tools (Power BI, Tableau, Looker, or equivalent)</p>
<p>• Experience with AI-powered tools for operational analytics or portfolio performance</p>
<p>• Bachelor’s degree in Business Administration, Finance, Operations Management, or a related field</p>
<p>The expected base salary range for this position is $190,000 to $200,000 USD annually.<br />Compensation may vary depending on several factors, including a candidate’s qualifications, skills, experience, competencies, and geographic location. Some roles may qualify for extra incentives like equity, commissions, or other variable performance-related bonuses. Further details will be provided by our Talent Acquisition team during the interview process.</p>
<strong>Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Billtrust…