Director, Customer Office Operations

About Us

Proofpoint is a global leader in human- and agent-centric cybersecurity. We protect how people, data, and AI agents connect across email, cloud, and collaboration tools. Over 80 of the Fortune 100, 10,000 large enterprises, and millions of smaller organizations trust Proofpoint to stop threats, prevent data loss, and build resilience across their people and AI workflows. Our mission is simple: safeguard the digital world and empower people to work securely and confidently.

Join us in our pursuit to defend data and protect people.

At Proofpoint you’ll be part of a global team that breaks barriers to redefine cybersecurity guided by our BRAVE core values:
Bold in how we dream and innovate

Responsive to feedback, challenges and opportunities

Accountable for results and best in class outcomes

Visionary in future focused problem-solving

Exceptional in execution and impact

The Director, Customer Office Operations, is a strategic execution leader responsible for improving operational effectiveness across the Customer Office. Working closely with Customer Office leadership, this role identifies complex business challenges, develops practical solutions, and drives execution across high-priority customer and business initiatives. Success in this role requires a consulting-oriented mindset, combining structured problem-solving, analytical rigor, executive communication, and operational leadership.

The ideal candidate thrives in ambiguous environments, influences across organizational boundaries, and translates strategy into measurable business outcomes through disciplined execution and continuous improvement.

• Solve Complex Business Problems
• Analyze operational challenges and develop practical, scalable recommendations that improve Customer Office effectiveness.
• Build and enhance operating mechanisms, governance processes, dashboards, and reporting that improve visibility and execution.
• Identify opportunities to streamline workflows, leverage automation, and improve organizational performance.
• Develop executive-ready analyses, business reviews, and recommendations that support informed decision-making.
• Lead Cross-Functional Execution
• Lead high-impact initiatives spanning Customer Success, Renewals, Support, Services, Product, Sales, and other partner organizations.
• Drive accountability for customer recovery plans, executive commitments, and strategic initiatives by ensuring clear ownership, priorities, and follow-through.
• Remove execution barriers, proactively manage risks, and accelerate delivery of business outcomes.
• Influence stakeholders at all levels to achieve alignment and drive results without direct authority.
• Enable Customer Office Leadership
• Manage key Customer Office operating cadences, leadership reviews, and execution rhythms that improve organizational alignment.
• Support executive engagement activities for at-risk and escalated customers by coordinating follow-through, tracking commitments, and monitoring outcomes.
• Surface emerging risks, trends, and operational insights to support leadership decision-making.
• Foster a culture of accountability, operational excellence, and continuous improvement across the Customer Office.

• Required Qualifications
• 6–10 years of experience in management consulting, business operations, strategy & operations, program management, or related disciplines.
• Prior customer-facing experience within Customer Success, Professional Services, Account Management, Sales, Consulting, or similar functions.
• Demonstrated success leading complex cross-functional initiatives involving senior executive stakeholders.
• Strong structured problem-solving, analytical, and critical thinking capabilities with the ability to translate complex business challenges into actionable recommendations.
• Proven ability to influence across organizations, build alignment, and drive execution without direct authority.
• Experience developing executive presentations, business reviews, dashboards, KPIs, and operational reporting.
• Outstanding written and verbal communication skills with strong executive presence.
• Advanced proficiency in Microsoft PowerPoint,…