Global Vice President/Senior Director, Client Services Operations

Cvent is a leading meetings, events, and hospitality technology provider with more than 4,800 employees and ~22,000 customers worldwide, including 53% of the Fortune 500. Founded in 1999, Cvent delivers a comprehensive event marketing and management platform for marketers and event professionals and offers software solutions to hotels, special event venues and destinations to help them grow their group/MICE and corporate travel business. Our technology brings millions of people together at events around the world. In short, we’re transforming the meetings and events industry through innovative technology that powers the human connection.

The DNA of Cvent is our people, and our culture has an emphasis on fostering intrapreneurship - a system that encourages Cventers to think and act like individual entrepreneurs and empowers them to take action, embrace risk, and make decisions as if they had founded the company themselves. At Cvent, we value the diverse perspectives that each individual brings. Whether working with a team of colleagues or with clients, we ensure that we foster a culture that celebrates differences and builds on shared connections.

Cvent is seeking a Global Vice President/Senior Director, Client Services Operations, for our HQ office in Tysons Corner, VA, who will be responsible for developing a global operations strategy to scale and grow Cvent’s Global Client Services team. This role will report directly to the Chief Customer Officer and partner closely with the Senior Director for Customer Services Transformation Projects. In this role, you will operationalize CS’s strategic shift, essentially translate strategy into execution. You will drive a global cohesive operations approach to enable more efficient operations through process improvements, automation, and data-driven decision-making.

• Define and drive cross-departmental execution of CS’s transformation initiatives, in close alignment with the Senior Director of CS Transformation Projects
• Own the technical and architectural aspects of the technology stack that enables CS’s core business processes.
• Be a key contact to Cvent internal stakeholders such as IT, Technology, PMO etc.
• Own and continuously improve Knowledge Management and Globalization initiatives
• Design a global Customer Service operations strategy to optimize existing processes for global scale
• Define and improve operational processes within each Customer Services team and function
• Work closely with your peers in the CS Senior Leadership Team to identify areas for process improvement and streamline processes for consistency
• Collect and analyze department performance and delivery data, taking action jointly with the department heads to address performance shortcomings
• Establish transparent reporting to the organization
• Measure and improve overall customer experience levels through data driven analysis and action planning
• Streamline and refine standard operating procedures for customer facing processes
• Work closely with CS leaders on design and rollout of new support channels, programs, and service offerings
• Work closely with product teams to understand and give input into product changes relating to the customer service department
• Identify and act to remove obstacles to delivering consistently high levels of service
• Actively participate in forecasting and budgeting exercises for teams within Customer Service and track the actual performance against budget

• Bachelor’s or Master’s degree or equivalent experience in a related field
• Proven ability to manage an internationally diverse and multi-faceted team
• Overall 10+ years of experience in a Customer Services Operations role, preferably with a rapidly growing company in the SaaS space,
• Ability to prioritize, manage time well, and work closely with the stakeholders to quickly address needs and adjust focus as needed
• A track record of business process improvement
• Demonstrated understanding of common customer services tools and processes
• Outstanding written and verbal communication skills
• Ability to creatively solve problems
• Ability to analyze data and provide recommendations
• Ability to work with cross-functional stakeholders to advocate for the needs of the team
• Experience with automation and/or AI is strongly preferred
• Knowledge of data management/architecture is strongly preferred

Physical Demands
We are not able to offer sponsorship for this position.