Responsibilities
- Build the operating foundation that turns Professional Services into a scalable, profitable engine
- Own the PS operating model: process, policy, tooling, and data infrastructure
- Drive P&L rigor, utilization, margin, forecasting, pricing/packaging discipline
- Develop strategy around performance measurement both internally and tied to customer value
- Implement automation and AI-enabled workflows to scale a lean team through insight and action
- Lead a foundational transformation of how Illumio delivers support
- Overhaul intake, taxonomy, and delivery models to set the standard for a world-class customer experience
- Own the support operating model and the roadmap to scale it
- Redesign intake, taxonomy, tiering, and case lifecycle
- Own tooling, automation, and AI strategy to drive deflection, insight, and efficiency
- Build the data and reporting layer that turns support into a strategic signal for the business and our customers
Requirements
- 12+ years in CX, Services, or Support operations leadership, including operating-model and transformation work
- Direct experience running or operationalizing both Professional Services and Customer Support (or deep expertise in one with credible scope in the other)
- P&L ownership in a services context: utilization, margin, pricing, forecasting
- A track record of building from scratch or rebuilding in flight: process, policy, tooling, data, and team
- Fluency with modern CX Systems and tools and a curiosity about where AI fits in the stack
- Experience operating in a high-growth environment or strong instincts for what that level of rigor requires
Nice to Have
- Culture-additive and customer-obsessed
- Bias-to-action, urgency-driven, low ego
- A builder who's energized by ambiguity and a blank page
Work Arrangement
On-site — Sunnyvale, CA
Team
Structure: Reports to VP, Customer Experience Operations. Leads two pillars: Professional Services Operations and Customer Support Operations. Will have a small team. Strategic operating backbone spans Professional Services, Customer Success, Support, and Training.
Who You Are
- You're a seasoned CX operator who has done this work before at scale, and from scratch.
- You understand that post-sales is where customer trust is earned and company growth compounds, and you operate with the urgency that reflects it.
- You're a player-coach in the truest sense.
- You'll have a small team, which means you must be both the trusted business partner to the Services and Support leaders and willing and able to get into the data, the workflows and the tooling and then translate what you learn into strategy you can present to the executive team.
- You're AI-curious and operationally fluent.
- You don't need to be a machine learning expert, but you've been actively experimenting with how AI reshapes service delivery, support operations, and the customer experience and you have a point of view on where it creates real leverage.
Our Commitment
- Illumio believes that an environment of unique backgrounds, experiences, viewpoints, and individual contributions creates a culture of belonging, drives our future, and makes us stronger together in support of our customers and their success.
- All official job offers from our company are extended directly by our recruitment team and will be sent through an official E-Signature document for your review and signature.
- Please be aware that we do not ask for any personal information in the process of extending offers of employment, such as financial details or social security numbers.
- Upon acceptance of any offer, we will request such information as part of the onboarding process prior to or on your first day of employment, and only after completing a background check through an authorized third-party vendor.
- If you receive any communication asking for personal details outside of these processes, please contact us immediately to verify the authenticity of the request.
- Your security is important to us, and we are committed to a safe and transparent hiring experience.
Additional Information
- Location: 4 on-site days a week in Sunnyvale, CA Headquarters
- Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Illumio will consider for employment qualified applicants with arrest and conviction records
