Head of Delivery Operations

Head of Delivery Operations, Customer Support
Reports to: VP, Customer Support
Location: Remote or hybrid in North America. Travel required for regional operations and customer escalations.
Role Intent
Own the end-to-end operational system that matches customer demand to organizational capacity at global scale. You are the process czar who ensures we have the right work going to the right people at the right time, with the data and systems to prove it's working.
This is not a people manager running day-to-day queues. This is a strategic operations leader who designs and executes the global framework that enables Regional Directors to deliver predictable outcomes.
What You Will Own Demand & Capacity Planning

• Design and maintain the global work prioritization framework (P1/P2 front-door, escalations, backlog, chat)
• Create capacity models that account for headcount, skills, experience, and regional coverage
• Partner with workforce management consultants to optimize staffing and scheduling models
• Provide VP with quarterly capacity planning recommendations including headcount and org structure changes

Global Operational Framework

• Define Standard Operating Procedures (SOPs) for all work types across regions
• Design and deploy queue management systems, routing rules, and assignment logic
• Create the metrics and reporting infrastructure that drives daily, weekly, monthly operational decisions
• Establish escalation triggers and protocols for capacity shortfalls or quality issues

Regional Director Support & Accountability

• Enable Regional Directors with tools, data, and processes to execute within the global framework
• Design review systems (weekly metrics, monthly business reviews, QBRs) for VP evaluation of regional performance
• Partner with Regional Directors to adapt global SOPs to local needs while maintaining standards
• Provide capacity planning input on regional director performance and organizational needs

Crisis Management & Continuous Improvement

• Lead daily operational war room during crisis periods
• Analyze operational bottlenecks and design process improvements
• Coordinate with Delivery Excellence team on operational aspects of quality initiatives
• Manage relationships with external vendors (workforce management, tooling, contractors)

How You Will Partner with Head of Delivery Excellence
You own work prioritization, capacity planning, SOPs, and operational metrics.
Delivery Excellence owns quality standards, agent assessment, and training frameworks.
When priorities conflict: Getting work done takes precedence over qualifications for who does it, while maintaining minimum quality thresholds.
What Success Looks Like 30 Days

• Global SOP framework deployed across all regions
• Daily war room operational with Regional Directors
• Workforce management consultant partnership activated
• Baseline capacity model with skills/experience mapping complete

60 Days

• 95%+ P1/P2 SLA compliance across all regions
• Regional Directors successfully executing within global framework
• Automated reporting and escalation systems operational
• Clear capacity recommendations for Q4 planning

90 Days

• Predictable operational outcomes across all metrics
• Regional autonomy balanced with global consistency
• Data-driven capacity optimization delivering cost savings
• Operational excellence reputation restored with customers

Required Qualifications

• 10+ years leading contact center operations or support operations at scale (10,000+ cases/month)
• Proven experience with workforce management systems, queue optimization, and capacity planning
• Strong analytical skills with experience in operational metrics design and reporting
• Track record of designing and implementing global operational frameworks across multiple regions/time zones
• Experience partnering with senior leadership on strategic capacity and organizational planning
• Demonstrated ability to work through Regional/Country managers while maintaining global consistency

Preferred Qualifications

• Experience with technical product support (cloud, networking, security preferred)
• Background with Salesforce Service Cloud, workforce management tools, and business intelligence platforms
• Experience managing vendor relationships and external consulting teams
• Track record of crisis management and operational transformation
• Experience with global support organizations serving enterprise customers

Budget Authority

• Workforce management consulting and contractor resources
• Operational tooling and system improvements
• Process optimization initiatives and vendor management

Success Metrics

• SLA Performance: P1/P2 >95%, P3/P4 >90%
• Capacity Utilization: >85% agent productive time on priority work
• Operational Predictability: < 10% variance from capacity forecasts
• Cost Efficiency: Cost per case reduction year-over-year
• Regional Consistency: < 15% variance in key metrics across regions

Compensation
For San Francisco/Bay Area hires Salary range is $270,000 - $300,000.
Equity
This role is eligible to participate in Cloudflare's equity plan.
Benefits
Cloudflare offers a complete package of benefits and programs to support you and your family. Our benefits programs can help you pay health care expenses, support caregiving, build capital for the future and make life a little easier and fun! The below is a description of our benefits for employees in the United States, and benefits may vary for employees based outside the U.S.
Health & Welfare Benefits

• Medical/Rx Insurance
• Dental Insurance
• Vision Insurance
• Flexible Spending Accounts
• Commuter Spending Accounts
• Fertility & Family Forming Benefits
• On-demand mental health support and Employee Assistance Program
• Global Travel Medical Insurance

Financial Benefits

• Short and Long Term Disability Insurance
• Life & Accident Insurance
• 401(k) Retirement Savings Plan
• Employee Stock Participation Plan

Time Off

• Flexible paid time off covering vacation and sick leave
• Leave programs, including parental, pregnancy health, medical, and bereavement leave