Lead, Global Services Strategy & Operations
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 klaviyo.com/careers to see how we empower creators to own their own destiny.
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.
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.
How You’ll Make a Difference:
Program & Project Management
- Independently manage a portfolio of operational projects and initiatives for Global Services Strategy & Operations, balancing multiple short- and mid-term priorities at once.
- Translate ambiguous asks from stakeholders and cross-functional partners into clear project plans, timelines, and success criteria.
- Keep initiatives on track by coordinating across Sales, Customer Success, Support, Partners, IT, and Product — flagging risks and proposing solutions before they become blockers.
Process & Systems Ownership
- Build, document, and maintain the systems and automations that support services reporting, alerting, and workflow needs.
- Identify opportunities to streamline manual or error-prone processes and design more scalable, repeatable solutions.
- Own documentation for operational processes so they’re auditable and easy to hand off or scale.
Reporting & Insights
- 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.
- Partner with analysts and stakeholders to ensure the data feeding these reports is accurate and timely.
Cross-Functional Collaboration
- Act as a go-to point of coordination for internal and external partners solving problems that span multiple functional areas.
- Evangelize new tools, processes, and ways of working across PS, Sales, and CS stakeholders.
- Build and maintain relationships that create coordination across groups, both internal and external (e.g., implementation partners).
Who You Are:
- 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.
- Proven ability to independently manage multiple concurrent projects and shifting priorities, exercising sound judgment on how to drive results.
- Hands-on experience with systems like Salesforce, Tableau, Google Sheets/Apps Script, Zapier, or similar automation and reporting tools. SQL experience is a plus.
- Strong analytical and problem-solving skills–comfortable evaluating ambiguous situations and data to design creative, effective solutions.
- Excellent communicator who builds trust with stakeholders across functions and levels, from individual contributors to leaders.
- A builder’s mindset: energized by creating new approaches, processes, and tools rather than only maintaining existing ones.
Preferred Qualifications
- Experience supporting a Professional Services, Customer Success, or Support organization specifically.
- Familiarity with professional services automation (PSA) tools and project management systems.
- PMP or other project/program management certification.
Massachusetts Applicants:
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Our salary range reflects the cost of labor across various U.S. geographic markets. The range displayed below reflects the minimum and maximum target salaries for the position across all our US locations. The base salary offered for this position is determined by several factors, including the applicant’s job-related skills, relevant experience, education or training, and work location.
In addition to base salary, our total compensation package may include participation in the company’s annual cash bonus plan, variable compensation (OTE) for sales and customer success roles, equity, sign-on payments, and a comprehensive range of health, welfare, and wellbeing benefits based on eligibility.
Your recruiter can provide more details about the specific salary/OTE range for your preferred location during the hiring process.
This role may require up to 10% travel for purposes such as new hire onboarding, client or partner work if applicable, team meetings, and industry events. Travel is coordinated in advance.
Get to Know Klaviyo
We’re Klaviyo (pronounced clay-vee-oh). We empower creators to own their destiny by making first-party data accessible and actionable like never before. We see limitless potential for the technology we’re developing to nurture personalized experiences in ecommerce and beyond. To reach our goals, we need our own crew of remarkable creators—ambitious and collaborative teammates who stay focused on our north star: delighting our customers. If you’re ready to do the best work of your career, where you’ll be welcomed as your whole self from day one and supported with generous benefits, we hope you’ll join us.
AI fluency at Klaviyo includes responsible use of AI (including privacy, security, bias awareness, and human-in-the-loop). We provide accommodations as needed.
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Klaviyo is committed to a policy of equal opportunity and non-discrimination. We do not discriminate on the basis of race, ethnicity, citizenship, national origin, color, religion or religious creed, age, sex (including pregnancy), gender identity, sexual orientation, physical or mental disability, veteran or active military status, marital status, criminal record, genetics, retaliation, sexual harassment or any other characteristic protected by applicable law.