Director of Customer Service Process Automation

Responsibilities

• Act as the primary point of contact between Customer Success & Support and BizApps/ePMO
• Decompose business processes into system requirements, Jira epics, and stories
• Own and maintain the Customer Success and Support capabilities roadmap
• Identify and champion opportunities for workflow automation and AI agent adoption
• Partner with leadership to identify process gaps and system-enabled improvements
• Drive roadmap prioritization and facilitate regular cadences with technical teams
• Monitor delivery of roadmap initiatives and communicate status to leadership
• Develop OKRs and success metrics to measure effectiveness

Requirements

• Bachelor's Degree or equivalent work experience
• 5+ years of leadership experience in cross-functional delivery or business operations within SaaS
• Experience serving as a liaison between business stakeholders and technical delivery teams
• Experience with workflow automation, conversational AI, or LLMs
• Hands-on experience with Salesforce (SalesCloud, ServiceCloud, etc.)
• Experience with Project Management Office (PMO) frameworks
• Proficiency with Jira or similar roadmap management tools
• Strong ability to communicate technical concepts to non-technical stakeholders

About the Company

KnowBe4 empowers the modern workforce to make smarter security decisions every day. Trusted by more than 70,000 organizations worldwide, KnowBe4 is the pioneer of digital workforce security, securing both AI agents and humans.