About this role
The Senior Director, Product Operations - Global Operations (Commercial & Regulated) is responsible for leading the operational capabilities that enable scalable, reliable, and compliant product operations across commercial and regulated customer environments.
Reporting to the VP of Product Operations, this leader provides centralized ownership of three critical cross-functional capabilities: Demo & Sandbox Environment Operations, Escalation Management, and AI Operations Governance.
Success will be measured through operational reliability, escalation resolution effectiveness, governance maturity, and executive visibility.
In this role you will...
Demo & Sandbox Environment Operations
Own the global strategy, governance, and operational model for enterprise demo and sandbox environments.Establish standards, policies, and service levels that ensure availability, reliability, security, and compliance.Partner across Product, Engineering, Customer Success, and Services to support demonstrations, implementations, training, and testing. Escalation Management
Serve as executive owner of the strategic customer escalation process.Establish a centralized escalation management framework that drives accountability and rapid resolution.Provide executive reporting, root-cause analysis, and corrective action governance. AI Operations Governance
Establish governance frameworks for operational AI initiatives spanning multiple organizations.Define operational standards, controls, measurement strategies, and accountability models.Facilitate executive governance reviews and compliance oversight. Leadership Responsibilities
Drive accountability, transparency, and continuous improvement.Develop strong partnerships across Product, Engineering, Customer Success, Services, Sales, Compliance, and Security. You have what it takes if you have...
10+ years of Product Operations, Program Management, Customer Operations, or related SaaS leadership experience.5+ years of leadership experience managing strategic cross-functional initiatives.Strong executive communication, stakeholder management, and governance experience.#LI-hybrid