Forcepoint is transforming cybersecurity by focusing on what matters most: understanding peoplentent as they interact with critical data and intellectual property wherever it resides. Our uncompromising systems enable companies to empower employees with unobstructed access to confidential data while protecting intellectual property and simplifying compliance. Based in Austin, Texas, Forcepoint supports more than 20,000 organizations worldwide. For more about Forcepoint, visit and follow us on Twitter at @ForcepointSec.

The Senior Director of Customer Success and Operations will be responsible for working across Global Manufacturing, Professional Services and Customer Support to develop, deploy and enforce the processes, procedures, tools and other items necessary to ensure consistency and maximum efficiency of the services. This person would represent the team and work with other departments (e.g., Finance, Legal, HR, etc.) to accomplish these goals. This individual will provide cross functional management, oversight and structure to the organization.

Candidates should have operational and service delivery experience with a strong business analytics background with strong verbal and written communication skills. This individual will be detail-oriented, well organized and have the leadership skills necessary to help drive change, compliance and efficiency across the service practices.

Candidates must possess an in-depth knowledge of the manufacturing, supply chain, customer support and professional services businesses. We need an individual with experience implementing and driving adoption of best practices. They will create consistency across Customer Success and Operations through collaboration across all levels of the organization.

Responsibilities include:

• Business Transformation/Continuous Improvement: Identify transformative opportunities in the areas of organizational design, business policy, processes, and procedures that will result in improved customer experience, new market opportunities, operational efficiencies and cost savings.
• Strategic Initiatives: Operate program management office responsible for execution of cross-functional strategic initiatives as require to achieve the vision and objectives of the company.
• Go-to-market: Strategic planning and positioning of the services and support portfolio including business justification, offering strategy, channel strategy, marketing strategy, customer experience, technical requirements and execution plans. This will include the interlock with sales, marketing, and product management with rules of engagement with strategic partners for service strategy and delivery.
• Quarterly Business Planning: Management of quarterly business plans to include documented presentation outlining past operational and financial performance, organization, market conditions, forward-looking strategy and execution plan that will include monthly, quarterly and annual revenue with the ability to apply judgment and trending analysis in an effort to accurately predict performance.
• Services Content: Ensure the proper level of services is scoped across all business unit products and solutions. Validate operational aspect of solution have been properly reviewed and approved. by the appropriate service delivery team.
• Profit and Loss Management: In collaboration with finance provide ongoing input, review and management of the P&L to ensure accurate summation of the revenues, costs and expenses incurred by manufacturing and the service lines of business.
• Operational Reporting: Standardize and provide centralized reporting for all Key Performance Indicator metrics against established business objectives and goals.
• Team Management and Leadership: Recruit, hire, train and provide leadership and management of a high-performance team of business analysts and project managers supporting strategy development to day-to-day operations.
• Communications: In collaboration with Corporate Communications develop and deploy regular field communications on strategic initiatives, ongoing business operations other related topics.

Ideal candidate's qualifications:

• Leader with ability to create a vision with proven track record for execution and obtaining established goals.
• 10+ years' experience leading teams responsible for strategy, process and operations.
• Bachelor's Degree, Masters of Business Administration a plus
• Disciplines include, but are not limited to strategy, process, analysis and change management.
• Demonstrated financial analysis skills; ability to provide ROI analysis and project justification.
• Ability to influence leadership teams and cross functional teams to effectively drive change.
• Passionate, collaborative, results oriented leader capable of inspiring and building high performing teams.
• Working knowledge of sales, manufacturing, supply chain, procurement and service delivery {leveraging ITIL) of Cyber Security and Cloud Services.
• Experience in implementing standards, process and procedures.
• Experience leading geographically distributed and culturally diverse work-groups.
• Excellent written and verbal communication skills, ability to create impactful presentations.
• Strong organization and planning skills; strong influencing/ negotiation skills.
• Strong interpersonal/ relationship management skills.