Senior Director, IT Business ; Delivery

Overview

Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.

Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.

We are looking for a high-energy, visionary leader to ignite innovation within our Business Technology team. Based out of our San Ramon headquarters and working in a dynamic hybrid environment, you won't just manage systems, you will be a strategic architect of our success.

As a trusted partner to our business leaders, you will help shape a culture that drives meaningful impact and value across the business while co-owning key outcomes. Your mission is to transform IT into a powerful driver of business value, treating our enterprise applications as evolving products that support a rapidly scaling global organization. If you are a results-oriented leader ready to champion a product-managed mindset and shape the future of the Five9 technology roadmap, this is your opportunity to make a lasting impact.

• Application Lifecycle Management:
  Lead the deployment, maintenance, and evolution of all back-office applications, including Financials, Human Resources, Payroll, Procurement and Billing systems
• Process Excellence:
  Drive deep functional improvements in Order-to-Cash (OTC) and Procure-to-Pay (PTP) processes, ensuring systems scale reliably with a rapidly growing business
• SaaS & Billing Evolution:
  Evolve billing capabilities for SaaS subscription and usage-based models, partnering closely with stakeholders to ensure cost-effective scaling and accurate telephony rating
• Integration Leadership:
  Lead the integrations team in building robust, scalable connections between SaaS applications using Workato, focusing on automation and seamless data flows
• Employee
  
  Experience:
  
  Partner with HR and Onboarding teams to deliver exceptional employee experiences through "Hire-to-Retire" process optimization and access automation
• Strategic AI Contribution:
  Actively influence and contribute to the Five9 AI program, providing both strategic and tactical direction to integrate AI into back-office workflows and productivity tools
• Executive Partnership:
  Participate in business planning and shared ownership of key metrics, presenting delivery outcomes and opportunities for improvement in Quarterly Business Reviews (QBRs)
• Governance & Compliance:
  Guide cross-functional teams on SOX-related controls and general IT governance to ensure a secure and compliant environment
• Talent Development:
  Foster a culture of nurturing and developing talent, growing the capabilities of the team in alignment with the Five9 culture of excellence and collaboration

• Experience:
  
  8+ years of IT people leadership experience with at least 5+ years specifically managing cloud applications
• Education:
  
  Bachelor’s degree in Information Systems, Computer Science, or a related field is required; a graduate degree is a plus
• Technical Expertise:
  Strong techno-functional knowledge of Net Suite Financials (General Ledger, AP, AR, Fixed Assets, Multi-Books)
• Domain Knowledge:
  Experience in Billing Operations, specifically within Telecom or SaaS industries involving usage-based and recurring revenue models heavily preferred
• Systems Exposure:
  Familiarity with core back-office applications, including financial and spend management systems such as Coupa and Expensify; HRMS platforms such as Ulti Pro; and payroll systems such as Deel. Experience with Logi Sense is a significant plus
• Leadership
  
  Skills:
  
  Demonstrated ability to think strategically while acting tactically, with excellent organizational, communication, and time management skills
• Compliance Knowledge:
  Familiarity with SOX, PCI, and SSAE 16 standards and their application within IT systems
• Problem Solving:
  Strong analytical skills with a track record of identifying opportunities for innovation through technology and data
• Communication:
  Strong ability to communicate…