The Role

The Director, Customer Office Operations, is a strategic execution leader responsible for improving operational effectiveness across the Customer Office. Working closely with Customer Office leadership, this role identifies complex business challenges, develops practical solutions, and drives execution across high-priority customer and business initiatives.

Success in this role requires a consulting-oriented mindset, combining structured problem-solving, analytical rigor, executive communication, and operational leadership. The ideal candidate thrives in ambiguous environments, influences across organizational boundaries, and translates strategy into measurable business outcomes through disciplined execution and continuous improvement.

Your Day-to-Day

Solve Complex Business Problems

• Analyze operational challenges and develop practical, scalable recommendations that improve Customer Office effectiveness.

• Build and enhance operating mechanisms, governance processes, dashboards, and reporting that improve visibility and execution.

• Identify opportunities to streamline workflows, leverage automation, and improve organizational performance.

• Develop executive-ready analyses, business reviews, and recommendations that support informed decision-making.

Lead Cross-Functional Execution

• Lead high-impact initiatives spanning Customer Success, Renewals, Support, Services, Product, Sales, and other partner organizations.

• Drive accountability for customer recovery plans, executive commitments, and strategic initiatives by ensuring clear ownership, priorities, and follow-through.

• Remove execution barriers, proactively manage risks, and accelerate delivery of business outcomes.

• Influence stakeholders at all levels to achieve alignment and drive results without direct authority.

Enable Customer Office Leadership

• Manage key Customer Office operating cadences, leadership reviews, and execution rhythms that improve organizational alignment.

• Support executive engagement activities for at-risk and escalated customers by coordinating follow-through, tracking commitments, and monitoring outcomes.

• Surface emerging risks, trends, and operational insights to support leadership decision-making.

• Foster a culture of accountability, operational excellence, and continuous improvement across the Customer Office.

What You Bring to the Team

Required Qualifications

• 6-10 years of experience in management consulting, business operations, strategy & operations, program management, or related disciplines.

• Prior customer-facing experience within Customer Success, Professional Services, Account Management, Sales, Consulting, or similar functions.

• Demonstrated success leading complex cross-functional initiatives involving senior executive stakeholders.

• Strong structured problem-solving, analytical, and critical thinking capabilities with the ability to translate complex business challenges into actionable recommendations.

• Proven ability to influence across organizations, build alignment, and drive execution without direct authority.

• Experience developing executive presentations, business reviews, dashboards, KPIs, and operational reporting.

• Outstanding written and verbal communication skills with strong executive presence.

• Advanced proficiency in Microsoft PowerPoint, Excel, and collaboration/project management tools.

Preferred Qualifications

• Experience with a leading management consulting firm (e.g., McKinsey, Bain, BCG, Deloitte, EY-Parthenon, Kearney, Accenture Strategy, or equivalent).

• Experience supporting executive leadership teams or business operations organizations.

• Experience improving operating models, governance mechanisms, business management systems, or organizational effectiveness.

• Experience leading customer recovery initiatives, executive customer engagement programs, or complex customer escalations.

• Background in SaaS, cybersecurity, or enterprise software.

Why Proofpoint?

At Proofpoint, we believe that an exceptional career experience includes a comprehensive compensation and benefits package. Here are just a few reasons you'll love working with us:

• Competitive compensation
• Comprehensive benefits
• Career success on your terms
• Flexible work environment
• Annual wellness and community outreach days
• Always on recognition for your contributions
• Global collaboration and networking opportunities

Our Culture:

Our culture is rooted in values that inspire belonging, empower purpose and drive success-every day, for everyone.

How to Apply

Interested? Submit your application along with any supporting information- we can't wait to hear from you!

Consistent with Proofpoint values and applicable law, we provide the following information to promote pay transparency and equity. Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets as set out below. Pay within these ranges varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate. The range provided may represent a candidate range and may not reflect the full range for an individual tenured employee. This role may be eligible for variable compensation and/or equity. We offer a competitive benefits package, including flexible time off, a comprehensive well-being program with two paid Wellbeing Days and two paid Volunteer Days per year, plus a three-week Work from Anywhere option.

Base Pay Ranges:

SF Bay Area, New York City Metro Area:
Base Pay Range: 200,300.00 - 293,810.00 USD

California (excludes SF Bay Area), Colorado, Connecticut, Illinois, Washington DC Metro, Maryland, Massachusetts, New Jersey, Texas, Washington, Virginia, and Alaska:
Base Pay Range: 167,300.00 - 245,355.00 USD

All other cities and states excluding those listed above:
Base Pay Range: 152,900.00 - 224,235.00 USD