Lead, Global Services Strategy & Operations

Klaviyo is looking for a Global Services Operations Lead to join our Customer Experience Operations team. This role keeps the Global Services–comprised of Professional Services, Customer Education, and Onboarding–operating engine running day to day– managing the variety of projects, systems, and cross-functional initiatives that support resourcing, service delivery, and reporting for the services organization. You’ll partner closely with the Senior Manager of Professional Services Operations and stakeholders across Sales, Customer Success, Support, and Partners to execute operational initiatives, build and maintain the automations and processes the team relies on, and bring structure to ambiguous, cross-functional problems.

This is an individual contributor role for someone who enjoys rolling up their sleeves: managing multiple concurrent projects, orchestrating enhancements or building hands-on in tools like Salesforce, Tableau, Snowflake, and driving process improvements without a team behind them. You’ll bring independent judgment to how you get things done.

• Independently manage a portfolio of operational projects and initiatives for Global  Services Strategy & Operations, balancing multiple short- and mid-term priorities at once.
• Translate ambiguous asks from stakeholders and cross-functional partners into clear project plans, timelines, and success criteria.
• Keep initiatives on track by coordinating across Sales, Customer Success, Support, Partners, IT, and Product — flagging risks and proposing solutions before they become blockers.

• Build, document, and maintain the systems and automations that support services reporting, alerting, and workflow needs.
• Identify opportunities to streamline manual or error-prone processes and design more scalable, repeatable solutions.
• Own documentation for operational processes so they’re auditable and easy to hand off or scale.

• Support the development and upkeep of operational metrics and dashboards (e.g., attach rate, pipeline, resourcing, service delivery health) that inform PS Operations and leadership decisions.
• Partner with analysts and stakeholders to ensure the data feeding these reports is accurate and timely.

• Act as a go-to point of coordination for internal and external partners solving problems that span multiple functional areas.
• Evangelize new tools, processes, and ways of working across PS, Sales, and CS stakeholders.
• Build and maintain relationships that create coordination across groups, both internal and external (e.g., implementation partners).

• 4–6 years of experience in professional services operations, program/project management, revenue operations, or a related operational role, ideally in a fast-paced SaaS or technology company.
• Proven ability to independently manage multiple concurrent projects and shifting priorities, exercising sound judgment on how to drive results.
• Hands-on experience with systems like Salesforce, Tableau, Google Sheets/Apps Script, Zapier, or similar automation and reporting tools. SQL experience is a plus. 
• Strong analytical and problem-solving skills–comfortable evaluating ambiguous situations and data to design creative, effective solutions.
• Excellent communicator who builds trust with stakeholders across functions and levels, from individual contributors to leaders.
• A builder’s mindset: energized by creating new approaches, processes, and tools rather than only maintaining existing ones.

• Experience supporting a Professional Services, Customer Success, or Support organization specifically.
• Familiarity with professional services automation (PSA) tools and project management systems.
• PMP or other project/program management certification.