Sr. Director, AMS Head of Customer Excellence Operations

Quick Facts

• Role: Sr. Director, AMS Head of CEG Operations (Customer Excellence Group Operations)

• Scope: Americas (multi-segment, multi-geo, partner ecosystem)

• Reporting: VP of CEG Global Field Ops

Description

Lead the operational engine for CEG across the Americas, ensuring customer success and post-sale teams deliver value-based outcomes at scale. Own operating cadence, performance management, and cross-functional alignment, and drive strategic transformation of AMS field operations. Partner daily with leadership to translate global CEG strategy into AMS priorities and execution.

Responsibilities

• Define and execute the operational strategy and annual operating plan for CEG across the Americas

• Own AMS field performance and health: metrics, targets, and forecasts for customer success, renewals, and expert services

• Continuously improve the operating model, processes, and tooling that scale AMS field operations

• Translate global CEG strategy into AMS-specific priorities with clear line-of-sight to execution

• Partner with Finance and CEG leadership on headcount planning, resource allocation, and investment decisions

• Partner with Sales and Sales Operations on NNACV growth and risk mitigation

• Build trusted relationships across CEG, HR, Finance, and cross-functional partners; unblock execution

• Represent AMS Field Ops in global SPO leadership forums

• Prepare executive communications (QBR content, leadership briefings, board-ready materials)

• Establish and run operational cadences (QBRs, forecasting and planning rhythms)

• Recruit, mentor, and develop a high-performing operations team

• Act as a change agent for new processes and technologies that raise the bar for field support

• Own the AMS capacity and coverage model with Workforce Planning and HR Business Partners

• Drive consistency and accountability across AMS Major Areas using standardized reporting and escalation paths

• Scope and land high-priority programs spanning the AMS field, including initiative rollouts and post-merger integration workstreams

Requirements

• 12+ years of relevant experience (or 7+ years post-MBA/equivalent)

• Experience supporting/leading field operations for a large, geographically distributed post-sale or professional services organization

• Strong data analytics and financial acumen; ability to synthesize complex information

• Ability to partner with and influence senior leaders; thought-and-execution orientation

• Demonstrated AI-first mindset and strong growth orientation

• Bias toward action and strong ownership/accountability

• Proven people leadership and inclusive talent development

• Success driving operational execution in complex, matrixed environments

• Exceptional written/verbal communication; influence at VP/SVP levels

• Cross-functional experience involving Finance, Legal, HR, and Sales

• Integrity, accountability, and professionalism; aligned with core values

• Bachelor’s degree or equivalent; MBA/advanced degree preferred

Benefits

• Base pay guideline: $220,300–$396,500 (plus equity where applicable, variable/incentive compensation, and benefits)

• Health plans including flexible spending accounts

• 401(k) with company match

• ESPP

• Matching donations

• Flexible time away plan

• Family leave programs