Customer Strategy & Operations Director

Location requirements: Remote-based role. Open to candidates in the United States About the Role: BigPanda is seeking a Customer Strategy & Operations Manager to build and run the operating system that powers our post-sale customer lifecycle. In this highly visible role, you’ll design, manage, and continuously improve the processes, programs, and cross-functional rhythms that drive customer health, value realization, and retention. You will report directly to the Chief Customer Officer (CCO) and work closely with leaders across Account Management, Professional Services, Education Services, and Support. What you will do: Operate & Improve the Post-Sale Rhythm of Business • Own and refine the operating rhythms that keep the Customer Organization running. • Drive core processes such as customer escalations, renewal planning and forecasting, and customer health and risk reviews. • Lead executive processes including executive account reviews, QBRs, and strategic account planning. • Run cross-functional programs involving Sales, Sales Engineering, Professional Services, Support, and Product. Drive Customer Health Strategy & Portfolio Insights • Co-own and evolve the customer health model with the CCO and VP of Account Management. • Build frameworks that identify risk early and improve adoption, value realization, and retention. • Lead programs such as lifecycle strategies, segmentation, playbooks, risk management, and value realization initiatives. • Partner with Enterprise Analytics and Sales Ops to design reporting mechanisms and deliver portfolio-level insights to executives. Strategic Partnership & Thought Leadership • Serve as a strategic advisor to the CCO, bringing forward data-driven insights and recommendations. • Support board-level materials, executive presentations, and strategic narratives. • Help shape and operationalize priorities for the Customer Organization. • Own communication and operating processes that interface with senior leadership and VPs across the company. Cross-Functional Collaboration & Operational Excellence • Drive alignment across Sales Ops, Product Ops, Marketing Ops, Finance, and other partner teams. • Lead programs requiring structure, clear governance, measurement, and accountability. • Build scalable processes that enable continuous improvement across the customer organization. What skills and experience you’ll bring to BigPanda: Who You Are • Skilled at creating clarity in ambiguous environments and aligning diverse stakeholders. • Able to anticipate leadership needs and proactively bring forward recommendations and scenarios. • High judgment, strong business acumen, and an adaptable communication style across audiences. Qualifications • 7–10+ years in Enterprise Customer Success, Strategy & Operations, or Product/GTM Operations. • Experience supporting or working directly with C-level executives strongly preferred. • Exceptional written, verbal, and visual communication skills. • Strong analytical and problem-solving abilities with the ability to interpret data and develop insights. • Demonstrated experience leading complex cross-functional programs. • Customer-centric mindset with a track record of driving portfolio-level outcomes. About Us: BigPanda is a fast-growing, values-driven, global company that enables Tech Ops teams to keep the digital economy running. BigPanda’s AI-driven IT operations (aka AIOps) platform transforms IT data into insight and action. By eliminating IT noise, automating incident management, and keeping our customers’ digital services up and running around the clock, we become a mission-critical part of our customers’ IT operations. With BigPanda, some of the world’s largest enterprises including Hulu, Cisco, United, and many others are able to reduce costs and increase efficiencies, accelerate business velocity, and deliver extraordinary customer experiences. BigPanda is backed by top-tier investors including Sequoia, Mayfield, Battery, Insight Partners, Advent International, and Greenfield Partners. We have an awesome team of motivated, knowledgeable, fun-loving, and friendly Pandas. We provide comprehensive health coverage, parental leave, competitive cash and equity compensation, and a supportive, collaborative, and innovative environment to empower you to do the best work of your career. Our Benefits: • Competitive equity • Remote-first environment • Unlimited PTO • Twelve (12) paid holidays throughout the year • Comprehensive health benefits • #PandaParent support. Financial assistance for fertility, adoption, and surrogacy expenses as well as a combined total of eighteen (18) weeks fully paid leave for all new parents • Financial planning services • Employee learning & development budget • Values-based recognition (quarterly and annually) • Social community & ERG programs • Dog friendly office • Lunches provided in office • Flexible work environment along with a work-from-home stipend to support remote work arrangements • Values-based culture Please note that visa sponsorship is not available for this position. Market competitive salary with an anticipated base compensation range of $160,000- $190,000. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location BigPanda offers a generous total rewards package that includes base pay, bonus, equity, and a world-class benefits program. We run two (2) compensation review cycles per year to ensure that managers can recognize employees without much lag between achievement and reward. All of this builds toward the best compensation we can give to anyone: the ability to develop your skills each and every day. BigPanda has a significant focus on career development that is at the core of our employee experience. BigPanda is proud to be an Equal Employment Opportunity workplace employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Note: BigPanda is an E-Verify Employer If you need assistance or an accommodation due to a disability, you may contact us at [email protected]. Apply tot his job