Lead, Global Services Strategy & Operations

<div class="content-intro"><p><em>At Klaviyo, we value the unique backgrounds, experiences and perspectives each Klaviyo (we call ourselves Klaviyos) brings to our workplace each and every day. We believe everyone deserves a fair shot at success and appreciate the experiences each person brings beyond the traditional job requirements. If you’re a close but not exact match with the description, we hope you’ll still consider applying. Want to learn more about life at Klaviyo? Visit <a class="_ymio1r31 _ypr0glyw _zcxs1o36 _mizu194a _1ah3dkaa _ra3xnqa1 _128mdkaa _1cvmnqa1 _4davt94y _4bfu18uv _1hms8stv _ajmmnqa1 _vchhusvi _kqswh2mm _ect4ttxp _syaz13af _1a3b18uv _4fpr8stv _5goinqa1 _f8pj13af _9oik18uv _1bnxglyw _jf4cnqa1 _30l313af _1nrm18uv _c2waglyw _1iohnqa1 _9h8h12zz _10531ra0 _1ien1ra0 _n0fx1ra0 _1vhv17z1" href="http://klaviyo.com/careers" data-renderer-mark="true">klaviyo.com/careers</a> to see how we empower creators to own their own destiny.</em></p></div><p>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.</p> <p>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.</p> <h4><strong>How You’ll Make a Difference:</strong></h4> <h4>Program & Project Management</h4> <ul> <li>Independently manage a portfolio of operational projects and initiatives for Global  Services Strategy & Operations, balancing multiple short- and mid-term priorities at once.</li> <li>Translate ambiguous asks from stakeholders and cross-functional partners into clear project plans, timelines, and success criteria.</li> <li>Keep initiatives on track by coordinating across Sales, Customer Success, Support, Partners, IT, and Product — flagging risks and proposing solutions before they become blockers.</li> </ul> <h4>Process & Systems Ownership</h4> <ul> <li>Build, document, and maintain the systems and automations that support services reporting, alerting, and workflow needs.</li> <li>Identify opportunities to streamline manual or error-prone processes and design more scalable, repeatable solutions.</li> <li>Own documentation for operational processes so they’re auditable and easy to hand off or scale.</li> </ul> <h4>Reporting & Insights</h4> <ul> <li>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.</li> <li>Partner with analysts and stakeholders to ensure the data feeding these reports is accurate and timely.</li> </ul> <h4>Cross-Functional Collaboration</h4> <ul> <li>Act as a go-to point of coordination for internal and external partners solving problems that span multiple functional areas.</li> <li>Evangelize new tools, processes, and ways of working across PS, Sales, and CS stakeholders.</li> <li>Build and maintain relationships that create coordination across groups, both internal and external (e.g., implementation partners).</li> </ul> <h4>Who You Are:</h4> <ul> <li>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.</li> <li>Proven ability to independently manage multiple concurrent projects and shifting priorities, exercising sound judgment on how to drive results.</li> <li>Hands-on experience with systems like Salesforce, Tableau, Google Sheets/Apps Script, Zapier, or similar automation and reporting tools. SQL experience is a plus. </li> <li>Strong analytical and problem-solving skills–comfortable evaluating ambiguous situations and data to design creative, effective solutions.</li> <li>Excellent communicator who builds trust with stakeholders across functions and levels, from individual contributors to leaders.</li> <li>A builder’s mindset: energized by creating new approaches, processes, and tools rather than only maintaining existing ones.</li> </ul> <h4>Preferred Qualifications</h4> <ul> <li>Experience supporting a Professional Services, Customer Success, or Support organization specifically.</li> <li>Familiarity with professional services automation (PSA) tools and project management systems.</li> <li>PMP or other project/program management certification.</li> </ul><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p><strong>Massachusetts Applicants:<br></strong>It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. 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