Senior Operations Director

We're looking for a Senior Operations Director for Revenue & Services who will serve as a trusted advisor to the Chief Commercial Officer, Professional Services leadership and other senior leaders. This role will shape how Professional Services operates, scales, forecasts, and performs, while driving alignment across Operations, Revenue, Sales and Finance. This role will connect services to broader business strategy, with a focus on cross-functional alignment, profitable growth and corporate results.

Responsibilities

• Shape and evolve the operating model for Revenue and Services, includingProfessional Services to enable scalable, predictable and profitable growth: forecasting methodology, capacity planning, utilization and margin management, and delivery-to-revenue alignment

• Set the strategic roadmap for services operations and operating infrastructure, including systems architecture (resource management, CRM integration, financial systems, data and reporting) and where to invest next

• Act as the strategic partner to Professional Services leaders translating business strategy and operating plans into performance targets. Represent services performance directly to executive leadership and the board

• Partner with President, Chief Commercial Officer, Finance leaders to evaluate profitable and growth opportunities, operating leverage, organizational capabilities, technologies and external partnerships.

• Lead deal desk strategy for services and deal governance, including pricing frameworks, SOW structuring, and margin guardrails, in partnership with Sales and Legal

• Partner in quarterly and annual planning for services capacity and revenue targets, and defend the plan directly to Finance and executive leadership

• Establish and drive a consistent operating cadence and process framework, including KPIs, business reviews, planning, forecasting, and reporting across the full customer lifecycle, identifying where PS operations should own versus influence, and extend standardization work across the broader Revenue organization

• Oversee complex, cross-functional Finance and Operations initiatives that align with strategic priorities and drive org-wide impact

• Champion the adoption of AI and emerging technologies to redesign internal processes, workflows, enhance operational efficiency, improve decision making, and accelerate ROI across the organization

• Review the ability of business to scale; and think through where Partnering may be better fit.Work closely with the President and Chief Commercial Officer on how best to profitably grow this business.Influence organizational design, capability development and performance management framework as Hootsuite evolves, ensuring the operating structure, roles, incentives are aligned to strategic priorities and future scale.

• Identify and implement structural opportunities to simplify the business, eliminate friction, increase accountability, and improve the customer experience.

• Proactive identify emerging risks, opportunities, and strategic trade-offs and helping shape decisions that materially impact growth, profitability and enterprise value.

• Perform other related duties as assigned

WHAT YOU’LL NEED:

• 15+ years experience in a high-growth and fast-paced SaaS environment; proven global leadership experience, with knowledge of services operations, sales operations, planning and strategy development. Deep expertise on sales automation and CRM..

• Exceptional analytical skills and familiarity with Sales and Customer Success technologies (e.g. SFDC, Marketo, Gainsight, SalesLoft) is preferred.

• Proven ability to dive into complex concepts, define value propositions and champion the voice of sales.

• Influence: Asserts own ideas and persuades others, gaining support and commitment and mobilizing people to take action.

• Decision Making: consistently chooses the best course of action (from a number of alternatives) to address business problems and/or opportunities.

• Commitment to Results: consistently achieves results, demonstrating high performance, and challenging self and others to deliver results.

• Open Communication: clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding

• Negotiation: successfully obtains commitment to a solution or idea, while maintaining integrity and relationships.

• Builds inclusive, cohesive teams which apply diversity to achieve common goals

• Capably delivers results through others, is good at establishing clear direction, helping others achieve their best work

• Identifies key issues and relationships relevant to achieving a long-range goal or vision; Builds an integrated plan for course of action to accomplish this vision

• Challenges and supports others to create results but also develop new capabilities. Successfully develops the capacity and capability of team and individuals on the team

Requirements

• Solution seeker: You’re focused on tackling new challenges, solving problems, and moving the business forward—and you don’t wait to be asked.

• Lifelong learner: You have a growth mindset – you’re here to learn, experiment, seek, apply, and provide feedback, share what works with your team, and move on from what doesn’t.

• Resilient adapter: In the face of change and challenges, you bring a thoughtful, calm approach, and a focus on finding the new opportunity.

• Intentional collaborator. You build positive working relationships across the business, bringing people together to foster new opportunities and to facilitate the efficient flow of information.

• Critical challenger: You have the trust in your team to ask difficult questions in order to get to the best end result.

• Active communicator: You listen actively and communicate ideas and information clearly, inclusively, and proactively.

• Integrated thinker: You look beyond your role and responsibilities to understand how your team’s work drives broader organizational goals.

• Accountable owner: You take pride in the work you’re responsible for with a mindset of ultimate accountability and reliability for the outcomes.

• Bar-raiser: You step up to help your team grow and succeed, even when that means going beyond what might be expected.

In all we do, our six guiding principles light the way:

Step Up: Show the world what it looks like to live and work by these guiding principles. #StepUp

One Team: Make Hootsuite a place where everyone feels safe, welcome, valued, and empowered to do their best work without compromising who they are. #OneTeam #FreeToBeMe

Customer Obsessed: Focus relentlessly on helping our customers succeed. #CustomerObsessed

Go Fast, Be Agile: Widen our competitive advantage by committing to speed and simplicity over perfection and complexity. #GoFastBeAgile

Play to Win: Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders. #PlayToWin #NoExcuses

Neighbours & Allies: Give back to our communities and be an ally. #SocialForGood #Allies

Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.

Use of AI in Hiring

Hootsuite uses artificial intelligence (AI) to support our recruitment process. These tools may assist with screening and assessing applicants and / or summarizing interview feedback. All final hiring decisions are made by human decision-makers who use their professional judgement to review and evaluate relevant candidate information in addition to AI outputs. For more information about how we use AI and your rights, please see our Careers Privacy Policy.