Director of CPX Operations (EMEA & APAC)

As the Director of CPX Operations at Workiva, you will lead the operations for the Customer and Partner Experience (CPX) organization in International markets across EMEA and APAC. You will lead the Operations team, working in partnership with the wider International CPX functions (Delivery Services, Support, Partner and Customer Success), to enable effectiveness as we scale and innovate, through streamlined processes, tools and data. In this role, you will execute core operations in enablement and systems while building capabilities in resource modeling, AI optimization, and Voice of Customer. This role will work closely with their counterparts in the Americas to influence and leverage the broader CPX Operations strategy and execution.

What You'll Do

• Partner with International CPX Functional leaders to assess and develop operational capability

• Collaborate with Global Operations to leverage resources, ensure alignment, and represent International needs

• Transform day-to-day operations and activities, leveraging AI and tools 

• Enable the CPX organization with knowledge, skills, and playbook

• Develop core insights and dashboards to enable effective, self-serve, data-led decisions

• Maximize value from systems and tools like Gainsight and Zendesk to enhance team effectiveness

• Manage resource allocation, utilization, capacity planning, and long-term resource modeling

• Improve internal processes continuously to streamline operations and enable effective scalability

• Support the development and operationalization of key customer journeys and digital campaigns

• Consolidate insights from Voice of Customer and Partner to influence strategy and product decisions

• Lead a team of direct reports within the CPX Operations organization

What You’ll Need

Minimum Qualifications 

• 10+ years of related career experience in Operations, Customer Success, Professional Services or Product Implementation in a technology organization - preferably SaaS

• Undergraduate degree or equivalent combination of relevant career experience and expertise

Preferred Qualifications

• 5+ years of management experience with demonstrated effectiveness building and managing a team

• Experience working in a high-growth technology organization - preferably SaaS

• Experience leading and supporting all activities related to resource planning, capacity planning and availability of workforce

• Deep knowledge of data analysis in relation to Customer Success, Partnerships, Professional Services and operational metrics

• Strong understanding of the Software as a Service (SaaS) operating model

• Operating knowledge of Customer Success and Professional Services within a technology organization

• Proven ability to effectively lead and manage others with strong and effective delegation and direction

• Proven ability to manage complex projects and initiatives, with a track record of delivering results on time and on budget

• Strong communication and interpersonal skills, with the ability to build relationships and influence stakeholders at all levels

• Excellent presentation skills

• Strong sense of learning agility

Travel Requirements & Working Conditions

• Up to 15% travel for customer and internal events

• Reliable internet access for any period of time working remotely and not in a Workiva office

As the Director of CPX Operations at Workiva, you will lead the operations for the Customer and Partner Experience (CPX) organization in International markets across EMEA and APAC. You will lead the Operations team, working in partnership with the wider International CPX functions (Delivery Services, Support, Partner and Customer Success), to enable effectiveness as we scale and innovate, through streamlined processes, tools and data. In this role, you will execute core operations in enablement and systems while building capabilities in resource modeling, AI optimization, and Voice of Customer. This role will work closely with their counterparts in the Americas to influence and leverage the broader CPX Operations strategy and execution.

What You'll Do

• Partner with International CPX Functional leaders to assess and develop operational capability

• Collaborate with Global Operations to leverage resources, ensure alignment, and represent International needs

• Transform day-to-day operations and activities, leveraging AI and tools 

• Enable the CPX organization with knowledge, skills, and playbook

• Develop core insights and dashboards to enable effective, self-serve, data-led decisions

• Maximize value from systems and tools like Gainsight and Zendesk to enhance team effectiveness

• Manage resource allocation, utilization, capacity planning, and long-term resource modeling

• Improve internal processes continuously to streamline operations and enable effective scalability

• Support the development and operationalization of key customer journeys and digital campaigns

• Consolidate insights from Voice of Customer and Partner to influence strategy and product decisions

• Lead a team of direct reports within the CPX Operations organization

What You’ll Need

Minimum Qualifications 

• 10+ years of related career experience in Operations, Customer Success, Professional Services or Product Implementation in a technology organization - preferably SaaS

• Undergraduate degree or equivalent combination of relevant career experience and expertise

Preferred Qualifications

• 5+ years of management experience with demonstrated effectiveness building and managing a team

• Experience working in a high-growth technology organization - preferably SaaS

• Experience leading and supporting all activities related to resource planning, capacity planning and availability of workforce

• Deep knowledge of data analysis in relation to Customer Success, Partnerships, Professional Services and operational metrics

• Strong understanding of the Software as a Service (SaaS) operating model

• Operating knowledge of Customer Success and Professional Services within a technology organization

• Proven ability to effectively lead and manage others with strong and effective delegation and direction

• Proven ability to manage complex projects and initiatives, with a track record of delivering results on time and on budget

• Strong communication and interpersonal skills, with the ability to build relationships and influence stakeholders at all levels

• Excellent presentation skills

• Strong sense of learning agility

Travel Requirements & Working Conditions

• Up to 15% travel for customer and internal events

• Reliable internet access for any period of time working remotely and not in a Workiva office

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