Director of Customer Service Process Automation
New
K
KnowBe4SaaS, Security
Remote positions open to candidates located in the United States.Full-TimeDirector
Salary$190,000-$200,000
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Job Details
- Experience
- 5+ years
- Required Skills
- Project ManagementSalesforceJiraBusiness OperationsCustomer SuccessSaaS
Requirements
- Bachelor's Degree or equivalent work experience and education.
- 5+ years of leadership experience in cross-functional delivery, business operations, or a related role spanning Customer Success, Support, or Customer Experience within a SaaS company.
- Demonstrated experience serving as a liaison between business stakeholders and technical delivery teams (BizApps, IT, engineering, or ePMO).
- Track record of translating business strategy into executable system requirements.
- Experience leading or contributing to initiatives involving workflow automation, conversational AI, LLMs, or AI agent technologies.
- Experience engaging with a Project Management Office (PMO or ePMO) or working within formal project delivery frameworks.
- Proficiency with Jira or similar project/roadmap management tools.
- Ability to decompose complex business processes into structured requirements and actionable work items.
- Exceptional ability to communicate technical concepts to non-technical business stakeholders.
- Consultative approach with an ability to influence cross-functional priorities without direct authority.
Responsibilities
- Act as the primary point of contact between the Customer Success & Support organization and BizApps and ePMO, ensuring business needs are accurately captured, prioritized, and effectively communicated.
- Decompose business processes and operational requirements into well-defined system requirements, Jira epics, stories, and tasks that BizApps and ePMO teams can act on with clarity and confidence.
- Own and maintain the Customer Success, Subscription Renewals & Support capabilities roadmap, working hand-in-hand with BizApps and ePMO to align priorities, resources, and timelines.
- Identify, scope, and champion opportunities for workflow automation, conversational AI, and AI agent adoption that drive efficiency across Customer Success and Support.
- Partner with CS and Support leadership to identify process gaps, inefficiencies, and opportunities for system-enabled improvement.
- Drive roadmap prioritization discussions, balancing business impact, technical feasibility, and strategic alignment.
- Facilitate regular cadences with BizApps and ePMO to review backlog health, sprint progress, and upcoming milestones.
- Translate ambiguous or high-level business requests into structured requirements documentation.
- Monitor delivery of roadmap initiatives and communicate status, risks, and outcomes to leadership.
- Develop OKRs and success metrics to measure the effectiveness of delivered capabilities.
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