Customer Strategy & Operations Manager

BigPanda is seeking a Customer Strategy & Operations Manager to build and run the operating system that powers our post-sale customer lifecycle. In this highly visible role, you'll design, manage, and continuously improve the processes, programs, and cross-functional rhythms that drive customer health, value realization, and retention. You will report directly to the Chief Customer Officer (CCO) and work closely with leaders across Account Management, Professional Services, Education Services, and Support. What you will do: Operate & Improve the Post-Sale Rhythm of Business Own and refine the operating rhythms that keep the Customer Organization running. Drive core processes such as customer escalations, renewal planning and forecasting, and customer health and risk reviews. Lead executive processes including executive account reviews, QBRs, and strategic account planning. Run cross-functional programs involving Sales, Sales Engineering, Professional Services, Support, and Product. Drive Customer Health Strategy & Portfolio Insights Co-own and evolve the customer health model with the CCO and VP of Account Management. Build frameworks that identify risk early and improve adoption, value realization, and retention. Lead programs such as lifecycle strategies, segmentation, playbooks, risk management, and value realization initiatives. Partner with Enterprise Analytics and Sales Ops to design reporting mechanisms and deliver portfolio-level insights to executives. Strategic Partnership & Thought Leadership Serve as a strategic advisor to the CCO, bringing forward data-driven insights and recommendations. Support board-level materials, executive presentations, and strategic narratives. Help shape and operationalize priorities for the Customer Organization. Own communication and operating processes that interface with senior leadership and VPs across the company. Cross-Functional Collaboration & Operational Excellence Drive alignment across Sales Ops, Product Ops, Marketing Ops, Finance, and other partner teams. Lead programs requiring structure, clear governance, measurement, and accountability. Build scalable processes that enable continuous improvement across the customer organization.

BigPanda is a fast-growing, values-driven, global company that enables Tech Ops teams to keep the digital economy running. BigPanda's AI-driven IT operations (aka AIOps) platform transforms IT data into insight and action. By eliminating IT noise, automating incident management, and keeping our customers' digital services up and running around the clock, we become a mission-critical part of our customers' IT operations. With BigPanda, some of the world's largest enterprises including Hulu, Cisco, United, and many others are able to reduce costs and increase efficiencies, accelerate business velocity, and deliver extraordinary customer experiences. BigPanda is backed by top-tier investors including Sequoia, Mayfield, Battery, Insight Partners, Advent International, and Greenfield Partners.