Sr. Director, Services and Support Operations

ONWARDS TOGETHER! Illumio is the leader in ransomware and breach containment, redefining how organizations contain cyberattacks and enable operational resilience. Powered by the Illumio AI Security Graph, our breach containment platform identifies and contains threats across hybrid multi-cloud environments – stopping the spread of attacks before they become disasters. Recognized as a Leader in the Forrester Wave™ for Microsegmentation, Illumio enables Zero Trust, strengthening cyber resilience for the infrastructure, systems, and organizations that keep the world running. LOCATION: 4 ON-SITE DAYS A WEEK IN SUNNYVALE, CA HEADQUARTERS. REPORTS TO: VP, CUSTOMER EXPERIENCE OPERATIONS OUR TEAM'S VISION: Illumio is building a new Customer Experience ("CX") Operations function from the ground up. A strategic operating backbone spanning Professional Services, Customer Success, Support, and Training. As we scale toward IPO readiness, this function will define how we deliver value to customers, drive post-sales growth, and operate with the rigor of a public company. We're hiring a Sr. Director, Services & Support Operations to lead two consequential pillars of this build: Professional Services Operations and Customer Support Operations. You'll partner directly with the VP, CX Operations to design the operating model, drive the transformation, and shape the long-term vision of how Illumio supports and grows its customers. Who You Are You're a seasoned CX operator who has done this work before at scale, and from scratch. You understand that post-sales is where customer trust is earned and company growth compounds, and you operate with the urgency that reflects it. You're a player-coach in the truest sense. You'll have a small team, which means you must be both the trusted business partner to the Services and Support leaders and willing and able to get into the data, the workflows and the tooling and then translate what you learn into strategy you can present to the executive team. You're AI-curious and operationally fluent. You don't need to be a machine learning expert, but you've been actively experimenting with how AI reshapes service delivery, support operations, and the customer experience and you have a point of view on where it creates real leverage. This is a founding-style role inside a later-stage company with executive visibility and a path to expand as the function matures. What you get to do: Professional Services Operations You'll build the operating foundation that turns PS into a scalable, profitable engine. This next phase is about maturing the business model, delivery model, and operations to drive margin and predictability. You'll own: - The PS operating model: process, policy, tooling, and data infrastructure - P&L rigor, utilization, margin, forecasting, pricing/packaging discipline - Strategy around performance measurement both internally and tied to customer value - Automation and AI-enabled workflows to scale a lean team through insight and action Customer Support Operations You'll lead a foundational transformation of how Illumio delivers support by overhauling intake, taxonomy, and delivery models to set the standard for a world-class customer experience. You'll own: - The support operating model and the roadmap to scale it - Intake redesign, taxonomy, tiering, and case lifecycle - Tooling, automation, and AI strategy to drive deflection, insight, and efficiency - The data and reporting layer that turns support into a strategic signal for the business and our customers Your Toolkit: - 12+ years in CX, Services, or Support operations leadership, including operating-model and transformation work - Direct experience running or operationalizing both Professional Services and Customer Support (or deep expertise in one with credible scope in the other) - P&L ownership in a services context: utilization, margin, pricing, forecasting - A track record of building from scratch or rebuilding in flight: process, policy, tool