Note: The job is a remote job and is open to candidates in USA. Forescout Technologies develops cybersecurity solutions that help organizations manage cyber risk, ensure compliance, and mitigate threats. The Manager of Customer Operations will lead a team and drive strategic initiatives, operational improvements, analytics, and AI-enabled transformation across Customer Operations. The role includes portfolio management, AI implementation, data analysis, change management, stakeholder engagement, governance, and risk management.
Responsibilities
- Develop, coach, and improve the team that currently includes an Analyst and Project manager. Establish performance expectations, career development plans, and succession strategies while fostering accountability, innovation, collaboration, and continuous improvement
- Manage the CCO project portfolio, ensuring initiatives align to strategic priorities and outcomes. Oversee intake, prioritization, resource allocation, governance, and executive reporting while ensuring delivery on time, within scope, and report on measurable results
- Lead the identification, evaluation, and deployment of AI-powered solutions across Customer Success, Professional Services and Support. Establish governance, adoption frameworks, success metrics, and responsible AI practices. This is a new team responsibility, so you’ll get to define several processes
- Analyze Services selling, adoption, usage, capacity, and operational performance data to identify trends, risks, and revenue or cost optimization opportunities
- Develop rollout plans, communications, training materials, adoption tracking, and feedback loops to ensure new processes and AI tools are successfully adopted
- Build strong relationships with Customer Operations leaders, Procurement, Legal, Finance, Sales, Services, Support, IT, and partners to align priorities and remove execution barriers
- Create executive-ready updates, dashboards, and decision materials that clearly communicate progress, risks, tradeoffs, and recommended actions
- Proactively identify project risks, dependencies, compliance considerations, and operational impacts; drive mitigation plans and escalate when needed
Skills
- 7+ years of experience in business operations, customer operations, program management, transformation, consulting, or a related field
- 2+ years of people leadership experience managing project managers, analysts, business operations, or transformation teams
- Delivered at least 2 strategic initiatives leveraging AI - Must have a strong understanding of AI adoption, workflow automation, analytics, and technology-driven transformation
- Advanced analytical skills with the ability to convert complex data into actionable business insights and recommendations
- Executive communication skills with experience presenting to VP and C-level stakeholders
- Systems expertise with Excel, PowerPoint, CoPilot and/or Claude, Power BI, Salesforce/SFDC, Copilot, Certinia/FinancialForce, Precursive, or similar operational systems
- Bachelor's degree required
- MBA, PMP, Agile/Scrum, Six Sigma, Lean, Business Analytics, or AI-related certifications preferred
Benefits
- Coverage of 85% of employee and dependent health care premiums
- 100% company-paid employee life and disability insurance premiums
- A 401(k) match
- Generous flexible time off for U.S. employees
- Voluntary life, accident, and critical illness insurance options
- Employee assistance program
- Maternity and parental bonding leave
- A collaborative, innovative environment where you can help advance global security while working with leading technology
- Leadership teams that take ownership of team growth, actively supporting development, career progression, and opportunities for employees to do their best work
Company Overview
Company H1B Sponsorship