Director, Customer Operations

Company Description
Nexthink is the leader in digital employee experience management software. The company provides IT leaders with unprecedented insight allowing them to see, diagnose and fix issues at scale impacting employees anywhere, with any application or network, before employees notice the issue. As the first solution to allow IT to progress from reactive problem solving to proactive optimization, Nexthink enables its more than 1,500 customers to provide better digital experiences to more than 25+ million employees. Dual headquartered in Lausanne, Switzerland and Boston, Massachusetts, Nexthink has 9 offices worldwide.
Job Description
We are looking for a Director, Customer Operations to own and lead the operational backbone of our global Go-to-Market function. Sitting at the intersection of Sales, Finance, Legal, and Customer Success, you will make deals close faster, customers land smoother, and revenue flow cleaner. You will buiild a high-performing team of 6-10 and have the mandate, trust, and resources to turn it into a strategic powerhouse - from our Madrid hub, working across a truly global operation.
What You'll Own
Revenue Integrity & Controls

• Own the end-to-end bookings process, enforcing controls that protect revenue accuracy and ensure audit readiness.
• Drive accurate and timely billing across License, Subscription, and Professional Services - reducing errors and accelerating cash collection.
• Champion the Quote-to-Cash process from opportunity to invoice, eliminating friction across CRM, CPQ, and ERP systems.
• Own the operational performance dashboard, monitoring KPIs (SLAs, backlog, billing accuracy, cycle times) and translating data into decisions.

Customer & Partner Lifecycle Operations

• Own the operational dimension of the customer lifecycle from signature to offboarding - coordinating provisioning, onboarding SLAs, and clean closeout.
• Manage full license lifecycle: customer provisioning, demo environments, internal test licenses, and partner enablement.
• Own renewal quote production at scale, ensuring no renewal falls through and quoting is accurate, fast, and commercially sound.
• Manage channel order processing and partner license fulfilment with the same standards applied to direct customers.

Go-to-Market Enablement

• Be the operational backbone for all GTM teams, triaging and resolving support requests with SLAs that actually mean something.
• Provide sound operational judgment on non-standard T&Cs, pricing exceptions, and commercial edge cases.
• Serve as the senior escalation point for billing disputes, provisioning failures, and partner issues - bringing calm and resolution.
• Build the knowledge infrastructure that makes your team and the GTM org self-sufficient.

Operational Excellence & Governance

• Lead, inspire, and grow a team of 10 distributed operations professionals - delegating with intent and coaching relentlessly.
• Lead cross-functional improvement initiatives and partner with Transformation, IT, RevOps, and Finance to drive automation and accuracy.
• Champion data integrity across all operational workflows and own audit support and internal control frameworks.

Qualifications

• Proven senior leadership in a fast-scaling software or SaaS environment with a track record of building high-performing operations teams.
• Deep understanding of the Quote-to-Cash cycle and the levers that drive revenue accuracy and efficiency.
• Salesforce expertise is essential; broader fluency across NetSuite, Zuora, Conga, SFDC CPQ, or comparable ERP and billing tools is strongly valued.
• Exceptional communication skills - able to present to a CFO, coach a junior analyst, and challenge a VP of Sales in the same day.
• Structured project management skills across multiple workstreams, with a genuine ownership mindset.
• Partner/channel operations experience with reseller or distributor ecosystems is a strong plus.
• Master's degree or equivalent in Business, Finance, or Operations. Fluent English required; Spanish or additional European languages are a plus.

What Success Looks Like in Year One

• You've earned the trust of your team and stakeholders, with visible improvements to the Quote-to-Cash process.
• SLAs are meaningful, tracked, and consistently met; backlog and billing error rates are trending in the right direction.
• You've identified the top two or three operational transformation priorities and have active workstreams moving against them.
• Finance, Sales, Legal, and Customer Success see you as a partner they actively seek out.

Additional Information
We are the pioneers and trailblazers of a global IT Market Category (DEX) that is shaping the future of how the world works, giving our customers' IT Teams total digital visibility across their enterprise. Our innovative solutions integrate real-time analytics, automation, and employee feedback across all endpoints. This enables our IT teams to solve complex technical challenges, create ever more productive workplaces, and deliver happy, satisfied employees in the digital workplace.
With over 1200 employees across 5 continents, Nexthink operates as One Team, connecting, collaborating and innovating to continuously grow. We call our employees 'Nexthinkers' and our commitment to diversity, inclusion, and equity is second to none. We currently have over 75 nationalities working with us, from all cultures and backgrounds, speaking many different languages