Director, Customer Office Strategy & Operations

OneSource Virtual (OSV) has helped more than 1,000 Workday customers take their teams from transactional to transformational with innovative technology and services for HR, payroll, and finance. Founded in 2008, OSV is the leading exclusive provider of Business-Process-as-a-Service (BPaaS) solutions for Workday, delivering services with unparalleled choice, unwavering commitment, and uncompromising support. OneSource Virtual’s global headquarters is located in Dallas, Texas, with additional locations across North America and Europe. Find your company’s solution at www.onesourcevirtual.com.

Job Description

We are seeking a dynamic and visionary leader to drive our customer success strategy and operations function. As the Director of Customer Office Strategy & Operations at OneSource Virtual, you will work closely with senior executives, Customer Success leadership, and cross-functional teams to build and implement innovative strategies that drive customer satisfaction, retention, and business growth. Your expertise in customer success, strategic planning, and organizational leadership will be crucial for us to achieve our business goals.

As a senior leader with a passion for customer success and strategic innovation, you will be integral to our growth and help to shape the future of OSV. This role will report to the Chief Customer Officer.

Strategy

Develop and execute a comprehensive customer lifecycle/experience and strategy roadmap

aligned with OSV’s vision and objectives, for customers with varying levels of support.

• Lead, hire, and inspire a team to achieve excellence in customer experience. Perform the full scope of people management practices, including performance management and professional development.
• Drive a customer-centric culture across the Customer Office and cross-functionally, fostering collaboration and engagement at all levels.
• Drive customer office strategies as OSV enters our next phase of growth by unifying and integrating key functional areas to improve customer retention and expansion.

Customer Experience

• Architect and scale impactful programs to drive growth and value for OSV’s customers.
• Report on and analyze metrics to deliver data-driven insights to help inform ongoing Customer Office initiatives.
• Build informed understanding of the customer experience with OSV’s products and services and assist in this ongoing optimization effort.
• Develop and implement innovative strategies to address customer pain points and improve satisfaction and retention.
• Lead/play a leadership role in initiatives that may include, but are not limited to:
• Customer Advisory Board
• Customer Community
• Voice of Customer programs: NPS, CSAT, etc.
• Scaled Customer Success

Stakeholder Management:

• Collaborate with executives and company leaders to craft and execute best in class go-to-market strategies, to champion improvements in the customer experience and build stronger internal alignment.
• Partner with functional leaders to identify key growth opportunities and recommend churn/contraction risk mitigation strategies.
• Develop and present impactful content and presentations for various audiences, including executive and board-level presentations.
• Identify and communicate trends early to address challenges and/or seize opportunities to improve business outcomes.

Operational Excellence:

• Drive process improvement, cost optimization, and operational efficiency to optimize the impact of the Customer Office team on our customers.
• Utilize data analytics and forecasting to guide strategic decisions and improve customer outcomes, including Customer Health tracking.
• Establish and track KPIs, team goals, and metrics to measure success and drive continuous improvement.

Change Management:

• Lead organizational change initiatives to ensure alignment of service delivery via OSV’s customer-facing teams.
• Develop and implement training programs to enhance employee experience and promote a customer-centric approach.

Competencies:

• Impeccable written and oral communication skills.
• Experience in effectively driving change and measuring success.
• Demonstrated ability to work both independently and cross-functionally.
• Experience in continuously changing environments with the ability to adjust priorities and shift strategies.
• Effective interpersonal skills and able to quickly establish rapport at any level of an organization.
• Strong project management skills and great organizational and problem-solving abilities, with excellent time management

Qualifications

• 15+ years of experience in customer success and/or experience, with a strong track record of driving growth and expansion in the customer base.
• Education: Bachelor’s degree in a relevant field; advanced certifications in customer experience, corporate innovation, or related areas are a plus.
• Proven experience and success in managing diverse stakeholders and fostering a customer-centric culture.
• Expertise in strategic planning, program management, and process improvement.
• Strong data analytics, analysis, and forecasting capabilities to drive data-driven decision-making.
• Creativity and Innovation: seeks new and better ways of doing things, generates original and imaginative ideas, products, or solutions.
• Collaboration and Teamwork: works with others to deliver results, meaningfully contributes to the team’s collective success, and prioritizes customer outcomes over individual needs.
• Customer Focus: demonstrates a desire to proactively help and serve internal/external customers to meet their needs.
• Influence: Asserts own ideas and persuades others, gaining support and commitment and mobilizing people to act.
• Open Communication: clearly conveys thoughts, both written and verbal, listens attentively, and asks questions to clarify and understand.
• Excellent communication and presentation skills, with the ability to engage and influence senior executives as well as front-line employees.
• Problem Solving: uses an organized and logical approach to find solutions to complex problems. Looks beyond the obvious to understand the root cause of problems.
• Resilience, Tolerance for Change/Ambiguity: the ability to effectively cope with change and find ways to advance work and projects.
• Inclusive Leadership: Builds inclusive, cohesive teams that apply diversity to achieve common goals.
• Long Range Planning: Identifies key issues and relationships relevant to achieving a long-range goal or vision; Builds an integrated plan for a course of action to accomplish this vision
• Enablement: Ensures Customer Office teammates are consistently up to speed on OSV’s product and service offerings to maximize our impact on our customers’ business objectives.

You are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.