Senior Director

Job Description

What you will do

Role overviewThe Customer Operations leader will own end-to-end postsales operations for an enterprise procurement SaaS portfolio, including onboarding, UAT readiness, production stability, customer analytics, and value realization at scale. The role is accountable for operational KPIs across UAT and Production, leading a 200-300 member organization from Mumbai, and partnering closely with Product, Engineering, Customer Success, and Sales to drive expansion, retention, and platform adoption. Prior software engineering experience and strong analytical orientation are essential procurement domain experience is a strong plus.

Key responsibilities

- Strategy and leadership

- Define and execute the multiyear Customer Operations strategy covering onboarding, UAT, golive, hypercare, steadystate operations, and continuous value realization for enterprise procurement customers.
- Build and lead a 200-300 member team (frontline managers, operations, UAT leads, release/readiness, TAMs, L2/L3, analytics, and tooling) from Mumbai establish clear org design, operating cadence, and succession plans.
- Partner with Product and Engineering on roadmap, release readiness, incident prevention, and customer feedback loops champion operational requirements and automation at roadmap level.

- Operational excellence and KPIs

- Own UAT and Production scorecards: UAT pass rate, defect density and severity mix, firsttimeright deployments, change failure rate, MTTR/MTTD, incident and problem SLAs, release predictability, and deployment frequency.
- Drive standardization via playbooks, runbooks, and control plans across customers and regions institutionalize QA gates, canary/bluegreen cutovers, rollback strategies, and postincident RCAs with action tracking.
- Implement a robust capacity and workforce model (forecasting, staffing, utilization, skills matrix, location strategy) to ensure ontime customer outcomes at optimal cost-to-serve.

- Customer outcomes and value realization

- Ensure onboarding throughput, timetovalue, adoption of core procurement modules (eSourcing, CLM, P2P, Supplier Mgmt, Analytics), and measurable business impact (cycle times, compliance, savings, touchless rates).
- Establish executive business reviews, health scoring, and earlywarning signals lead complex escalations and executive communications through to durable resolution.
- Align Customer Operations motions with expansion/renewal plays partner with Customer Success and Sales to influence NRR, reduce churn, and grow ARR.

- Data, analytics, and tooling

- Build a super analytical operating model: instrument endtoend telemetry across environments define canonical KPIs/OKRs and dashboards lead predictive/leadingindicator analytics for risk, adoption, and stability.
- Own the Customer Operations tool stack (ITSM/ITIL, observability/APM, test management, release orchestration, knowledge base, RPA/AI assistants) drive automation to reduce toil and improve MTTR and quality.
- Institute data governance and hygiene across incident/problem/change records, UAT defects, and config/integration catalogs to enable highfidelity reporting and forecasting.

- Governance, compliance, and quality

- Enforce change, release, and incident governance aligned to SOC 2/ISO 27001 and customer requirements ensure audit readiness and disciplined documentation.
- Run operational QBRs/MBRs, release go/nogo boards, and crossfunctional readiness reviews track corrective/preventive actions to closure.
- Manage partner and vendor delivery quality where work is cosourced define SLAs, SLOs, and performance levers.

- Financial and portfolio management

- Own cost and productivity levers for Customer Operations manage operating budgets, vendor spend, and efficiency programs tied to automation and rightshoring.
- Report on ARR under operations stewardship, install base health, and customer cohort performance articulate outcomes in business terms to the executive team.

What you should bring

Qualifications

- Education: Toptier MBA preferred (IIM/IIT) with strong academic performance bachelor's in engineering or computer science required.
- Experience: 10+ years in software/SaaS with progressive leadership in Customer Operations, Services/Support, or Site Reliability/Production Operations prior handson engineering or technical leadership experience is required.
- Domain: Procurement technology experience strongly preferred (eSourcing, CLM, P2P, Supplier/Commodity/Risk, Procure Analytics), or adjacent enterprise backoffice platforms (ERP/Finance/Supply Chain).
- Scale: Proven ability to build and lead 200-300 person multidisciplinary teams in a hub location, including managers and senior managers experience operating in global, crosstimezone environments.
- Analytics: Advanced analytical mindset with mastery of operational metrics, cohort/health modeling, root cause and statistical problem solving, and executiveready insights comfort with SQL/BI is a plus.
- Process and quality: Deep familiarity with ITIL/ITSM, incident/problem/change management, release engineering, UAT governance, and agile/DevOps practices track record improving MTTR, change failure rate, and deployment quality.
- Stakeholder management: Executive presence and communication skills for CXOlevel interactions with enterprise customers adept at managing complex escalations and influencing roadmaps.
- Tooling: Experience with enterprise observability (e.g., Datadog/New Relic), ITSM (e.g., ServiceNow/Jira Service Management), test management (e.g., Zephyr/Xray), release orchestration/feature flags, and knowledge platforms.

Preferred metrics to demonstrate scope (include in application if possible)

- ARR portfolio handled: e.g., cumulative ARR under Customer Operations stewardship, such as $50M-$200M+.
- Customer scale: number of enterprise customers/accounts and their regional distribution (e.g., 100-300 enterprise logos, or marquee global accounts).
- Operational improvements: quantifiable gains such as MTTR reduction, UAT passrate improvement, change failure rate reduction, deployment frequency increase, or deflection/automation rates.
- Team scale and mix: prior leadership of 200-300+ team with onshore/offshore mix, automation/AI leverage, and managerofmanagers span.