Senior Director, Post-Sales Operations
The Senior Director of Post-Sales Operations at Diligent Corporation will lead the post-sales and customer operations for the India site, uniting Customer Success, Support, Advisory, Onboarding, and Training teams to deliver exceptional end-to-end customer experiences. This role involves anticipating customer needs, enhancing team capabilities through targeted enablement programs, and championing product adoption at scale. The position also focuses on driving operational excellence and fostering a thriving site culture, while collaborating closely with global leaders to ensure team alignment and optimal performance.
Key responsibilities include leading post-sales and customer operations for the India site, acting as the connector between various teams to maintain alignment and customer focus. The role involves identifying customer needs, trends, and risks through health reviews, ticket analysis, and feedback, translating insights into targeted enablement and process improvements. Additionally, the Senior Director will own the site culture, wellbeing, and operational excellence agenda, creating a high-performing, values-driven environment compliant with local policies and standards. Serving as the senior on-the-ground escalation point for operational issues and cross-team dependencies, the role ensures challenges are unblocked and delivery remains on track. Representing the India site in global initiatives, the Senior Director will align local execution to global priorities and monitor site-level performance and operational health metrics.
Candidates should have over 10 years of experience in post-sales operations and customer operations, with strong commercial acumen and process optimization skills. Proven ability to lead cross-functional initiatives in a matrixed global organization is essential, along with strong experience in operational risk mitigation. Excellent communication, global stakeholder management, and problem-solving skills are required, as well as extensive people management experience, including employee experience, performance management, conflict resolution, training, enablement, coaching, and driving a high-performing culture.
While not mandatory, formal grounding in change management or process improvement methodologies (e.g., Lean, Six Sigma, PMP, Prosci) to support operational excellence and risk mitigation is beneficial. Strong data and analytics skills to interpret health scores, ticket trends, and performance metrics, translating them into practical action plans, are also advantageous.
Diligent Corporation offers a flexible work environment, global days of service, comprehensive health benefits, meeting-free days, generous time-off policies, and wellness programs. The company fosters a culture of innovation and collaboration, with a strong emphasis on diversity and inclusion through Employee Resource Groups and access to resources and education. With teams located worldwide, including office hubs in New York City, Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, Singapore, and Sydney, Diligent provides opportunities for global collaboration and growth.