Director, Customer Operations

Get to Know Us:
It's fun to work in a company where people truly believe in what they're doing!
At BlackLine, we're committed to bringing passion and customer focus to the business of enterprise applications.
Since being founded in 2001, BlackLine has become a leading provider of cloud software that automates and controls the entire financial close process. Our vision is to modernize the finance and accounting function to enable greater operational effectiveness and agility, and we are committed to delivering innovative solutions and services to empower accounting and finance leaders around the world to achieve Modern Finance.
Being a best-in-class SaaS Company, we understand that bringing in new ideas and innovative technology is mission critical. At BlackLine we are always working with new, cutting edge technology that encourages our teams to learn something new and expand their creativity and technical skillset that will accelerate their careers.
Work, Play and Grow at BlackLine!
Make Your Mark:
As a Director of Customer Operations, you will be responsible for operationalizing our strategy including managing a portfolio of cross-functional customer journey transformation projects that will result in effective customer onboarding, adoption, expansion and renewal. This role requires a proven track record of delivering successful outcomes when operationalizing systematic change involving multi-disciplined and cross-functional teams. The ideal candidate will have a strong operational and commercial background, excellent communication skills, and the ability to collaborate with diverse teams.
You'll Get To:

• Strategic & Tactical Planning: Develop the plans for, align interdependencies and drive the execution of a portfolio of operational change projects in support of organizational goals. This includes defining and managing to timelines, key performance indicators, resource allocation, and risk management approaches

• Cross-Functional Collaboration: Build and maintain strong relationships with various stakeholders, including Go-to-market teams, finance, operations, marketing and legal to define the detailed processes, policies and practices needed to operationalize high-quality customer lifecycle processes from onboarding through renewal - and ensure delivery in alignment with overall vision, outcomes and timelines

• Risk Management: Identify, assess, and mitigate project and operational risks, critically understanding risk interdependency and developing and managing contingency plans as needed to achieve necessary outcomes.

• Execution, Process Monitoring & Reporting: Track not only the progress towards a new operational state, but also report on key performance indicators (KPIs) against preset targets, provide proactive and timely insights and alerts to functional leaders, including executive reporting

• Continuous improvement: Identify trends and develop recommendations for continuous improvement in customer experiences and operational execution and outcomes

• Problem-Solving: Analyze complex problems, identify root causes, and implement innovative solutions.

• Communication: Effectively communicate status, risks, and decisions to both technical and non-technical audiences.

• Work as a key member of the Customer Operations PMO and ensure cross-function projects are executed on schedule to expected outcomes

What You'll Bring:
Years of Experience in Related Field: 5+ years
Education: Bachelor's degree or equivalent work experience
Technical/Specialized Knowledge, Skills, and Abilities:

• Experience: 5+ years of experience in supporting operational execution in sales, customer services and customer success in the SaaS industry. A significant portion of that experience would be in managing operational change and execution involving multi-disciplined and cross-functional teams.

• Customer Lifecycle Management - Strong understanding of customer Go to Market lifecycle management and associated processes (e.g. software and services contracts, revenue recognition, contract management etc) especially in leading process improvement and transformation initiatives.

• Data analysis: Advanced skills and experience with data analysis, forecasting and reporting tools.

• Leadership Skills: Proven ability to lead and motivate multi-disciplined and cross-functional delivery teams.

• Communication Skills: Excellent written and verbal communication skills, including technical writing and presentation skills.

• Problem-Solving: Excellent problem-solving skills, including the ability to understand the impact of technical and process changes and to articulate high-level technical solutions to address business problems

• Controls: Tight fiscal management and scope control experience

• Organizational skills: exceptional ability to coordinate complicated initiatives with multiple projects at a business or solution level

We're Even More Excited If You Have:

• Understanding of ADA/WCAG guidelines and implementation a plus
• Human-Centered Design Certification (e.g. - LUMA Institute) or other Design Thinking Course Completion. 5 years of practicing Human Centered Design and/or Design Thinking process and methods
• External thought leader in customer and digital experience strategies.
• Strong knowledge headless of CMS platforms such as Drupal, Contentful etc..
• Deep financial services industry knowledge would be a plus

Thrive at BlackLine Because You Are Joining:

• A technology-based company with a sense of adventure and a vision for the future. Every door at BlackLine is open. Just bring your brains, your problem-solving skills, and be part of a winning team at the world's most trusted name in Finance Automation!
• A culture that is kind, open, and accepting. It's a place where people can embrace what makes them unique, and the mix of cultural backgrounds and varying interests cultivates diverse thought and perspectives.
• A culture where BlackLiner's continued growth and learning is empowered. BlackLine offers a wide variety of professional development seminars and inclusive affinity groups to celebrate and support our diversity.

BlackLine is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, race, ethnicity, age, religious creed, national origin, physical or mental disability, ancestry, color, marital status, sexual orientation, military or veteran status, status as a victim of domestic violence, sexual assault or stalking, medical condition, genetic information, or any other protected class or category recognized by applicable equal employment opportunity or other similar laws.
BlackLine recognizes that the ways we work and the workplace itself have shifted. We innovate in a workplace that optimizes a combination of virtual and in-person interactions to maximize collaboration and nurture our culture. Candidates who live within a reasonable commute to one of our offices will work in the office at least 2 days a week.
Salary Range:
USD $179,000.00 - USD $223,000.00
Pay Transparency Statement:
Placement within this range depends upon several factors, including the applicant's prior relevant job experience, skill set, and geographic location. In addition to base pay, BlackLine also offers short-term and long-term incentive programs, based on eligibility, along with a robust offering of benefit and wellness plans.
BlackLine is committed to creating an inclusive and accessible experience for all candidates. If you require a reasonable accommodation that would better enable your success during the application or interview process, please complete this form.
Accommodations:
BlackLine is committed to creating an inclusive and accessible experience for all candidates. If you require a reasonable accommodation that would better enable your success during the application or interview process, please complete this form.