Director of Customer Operations

Responsibilities

• Own the customer onboarding strategy from contract signature through production readiness across Cloud, Managed Inference, and future products.
• Build scalable customer education programs, including instructor-led training, virtual workshops, technical webinars, self-paced learning, video libraries, and role-based learning paths.
• Lead internal CX enablement for Customer Success, Support, Incident Management, Professional Services, and Customer Reliability teams.
• Establish the CX knowledge management strategy, including documentation standards, content governance, version control, and a centralized knowledge hub.
• Define and track enablement metrics such as onboarding completion, time-to-first-production workload, product adoption, certification rates, support ticket reduction, and self-service adoption.
• Build and lead the Customer Enablement organization, recruiting specialists across onboarding, technical training, documentation, instructional design, and knowledge management.

Requirements

• 8+ years leading Customer Enablement, Customer Success Enablement, Technical Enablement, Learning & Development, or Customer Education organizations.
• 3+ years leading managers or building enablement teams.
• Experience designing scalable onboarding programs for enterprise customers.
• Experience building internal enablement programs for technical customer-facing organizations.
• Strong understanding of cloud infrastructure, Kubernetes, AI infrastructure, GPU computing, or enterprise SaaS.
• Experience creating customer education programs, certifications, documentation, and technical learning experiences.
• Excellent program management skills, executive communication, and cross-functional leadership.

Nice-to-Haves

• Experience at a cloud infrastructure, AI, MLOps, or enterprise platform company.
• Experience implementing an LMS or learning platform.
• Experience developing customer certification programs.
• Familiarity with Confluence, Notion, GitBook, or ReadMe.
• Experience scaling enablement for global Customer Success and Support organizations.

Compensation & Benefits

• Compensation range of $215,000–$250,000 plus bonus.
• Restricted Stock Units included in all offers.
• Paid time off, paid holidays, and leave of absence programs.
• Comprehensive health, dental, and vision insurance.
• Employer HSA contributions.
• Paid parental leave.
• Paid life insurance and short- and long-term disability coverage.
• Professional development and tuition reimbursement.
• Mental health and wellness support.
• Commuter benefits and cell phone stipend.
• 401(k) retirement plan with company match up to 4% of salary.
• Volunteer time off, global travel insurance, emergency assistance, meals allowance, and location-specific perks.