Director of Customer Operations, Enterprise

You will drive Scale's future growth by building relationships with prospective clients and turning them into happy Scale users. You are an adept leader capable of engaging in both technical and business conversations at multiple levels of the organization, including CTO, COO, and CFO. You enjoy bringing your product and technical knowledge to bear when articulating our business proposition, and your analytical nature means you bias towards winning business by showing how a client's business model benefits from partnering with Scale. You thrive in extremely fast-paced environments, enjoy collaborating with similarly driven colleagues to make the company a success, and are always looking for opportunities to add value and level up the business.


You Will:

• Lead and develop a global team of 30+ operators in a remote work environment executing data labeling and continuous process improvement. Team members will range from junior operators to experienced managers, with a strong focus on operations execution. Set a vision and culture that focuses on daily operations excellence, ownership, and earning customer love
• Own the post-sales delivery process for Enterprise AI deals, including direct customer data labelling and internal labelling for model-as-a-service deals for industry-specific customers and retail catalog applications in particular
• Own ramps within customer operations, including direct management of key ramp (with a spectrum of advising to owning) and development of ramp playbooks/checklists for different products, with a goal to acceleration of deal signing to production volume
• Align SLA objectives with customers and Go-To-Market (GTM) team for Enterprise AI deals; develop coordination and playbook in partnership with the Strategic Product Managers (SPM) for these products
• Manage the the book of business for Enterprise AI projects, delivering all customer deadlines; developing, maintaining, and executing production schedules; manage revenue and margins. This will include partnership with and GTM team on account strategy, renewals, and pilot support.
• Catch critical customer and internal Scale escalations, and proactively drive root-cause diagnosis and resolution to minimize disruption to delivery milestones & goals, while preventing negative impact to customer sentiment and success
• Work with the rest of Operations to ensure supply / capacity planning and building are performed in alignment with demand forecasts, and to adopt / roll-out critical efficiency driving automation, processes, and best practices
• Work with Product & Engineering to identify changes to Scale’s systems / tools that reduce the occurrence & impact of bottlenecks affecting delivery scalability, and improve the efficiency & quality of the labeled data generated
• Develop training standards for the whole Customer Operations organization, focusing on intellectual rigor and talent development, including for Autonomous Vehicle and LLM data labeling
• Deploy engineering products across the Customer Operations organization. Lead fellow managers within Customer Operations to have a structured approach to engagement with engineering tooling roadmaps as a long-term driver of margin and capability.
• Execute exploratory international expansion of management and leadership within the team to new countries.

Ideally you’ll have the following or equivalent experience:

• Prior ownership of attainment of commercial goals set around SLAs, consumption revenue, and costs for Enterprise AI projects
• Prior ownership of product deployment, operator training and continuous improvement initiatives within operations, manufacturing, or customer support
• 5+ years experience managing / leading teams as both a manager and a manager of managers, including global teams or remote work environment
• 7+ experience in customer support, operations, or manufacturing, preferably at a technology driven company
• Strong technical background in software development or applications
• Ability to understand the Scale API and build great relationships with highly technical customers
• Ability to identify high-probability customers and high-value verticals to go after
• Ability to operate in a highly ambiguous and fast-paced environment
• Ability to learn and apply quickly

Compensation packages at Scale include base salary, equity, and benefits. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position, determined by work location and additional factors, including job-related skills, experience, interview performance, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Scale employees are also granted Stock Options that are awarded upon board of director approval. You’ll also receive benefits including, but not limited to: Comprehensive health, dental and vision coverage, retirement benefits, a learning and development stipend, and generous PTO. Additionally, this role may be eligible for additional benefits such as a commuter stipend.