Senior Director, Post‑Sales Operations

Here’s a summary of the role:   

Ready to shape the future of customer excellence for one of our most dynamic global sites? 
In this pivotal role, you’ll be the strategic heartbeat of our India post‑sales and customer operations ecosystem—uniting Customer Success, Support, Advisory, Onboarding and Training to deliver exceptional end‑to‑end experiences. You’ll anticipate customer needs before they surface, elevate team capability through targeted enablement and upskilling programs, and champion product adoption at scale. Alongside driving operational excellence and a thriving site culture, you’ll partner closely with global leaders to keep teams aligned, empowered and performing at their very best. 

Here’s a breakdown of what you’ll do (not all of it, just the important stuff): 

• Lead post‑sales and customer operations for the India site, acting as the connector between Customer Success, Support, Advisory, Onboarding and Training to keep teams aligned and customer‑focused. 

• Identify customer needs, trends and risks through health reviews, ticket analysis and feedback, turning insights into targeted enablement and process improvements. 

• Own the site culture, wellbeing and operational excellence agenda, creating a high‑performing, values‑driven environment that’s compliant with local policies and standards. 

• Serve as the senior on‑the‑ground escalation point for operational issues and cross‑team dependencies, unblocking challenges and keeping delivery on track. 

• Represent the India site in global initiatives, aligning local execution to global priorities and monitoring site‑level performance and operational health metrics. 

 These are the essentials you’ll need to get an interview: 

• 10+ years of experience in post-sales and customer operations. 

• Strong commercial acumen and process optimisation  

• Proven ability to lead cross-functional initiatives in a matrixed global organization. 

• Strong experience in operational risk mitigation. 

• Excellent communication, global stakeholder management, and problem-solving skills. 

• Extensive people management experience (employee experience, performance management, conflict resolution, training, enablement, coaching, drive high performing culture)                          

 It would be great if you had these to, but we’ll support you if you don’t:  

• Formal grounding in change management or process improvement (e.g. Lean, Six Sigma, PMP, Prosci) to support operational excellence and risk mitigation. 

• Strong data and analytics skills to interpret health scores, ticket trends and performance metrics and translate them into practical action plans. 

About Us

Diligent is the AI leader in governance, risk and compliance (GRC) SaaS solutions, helping more than 1 million users and 700,000 board members to clarify risk and elevate governance. The Diligent One Platform gives practitioners, the C-Suite and the board a consolidated view of their entire GRC practice so they can more effectively manage risk, build greater resilience and make better decisions, faster. 

Learn more at diligent.com or follow us on LinkedIn and Facebook

What Diligent Offers You 

• Creativity is ingrained in our culture. We are innovative collaborators by nature. We thrive in exploring how things can be differently both in our internal processes and to help our clients
• We care about our people. Diligent offers a flexible work environment, global days of service, comprehensive health benefits, meeting free days, generous time off policy and wellness programs to name a few
• We have teams all over the world. We may be headquartered in New York City, but we have office hubs in Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, Singapore, and Sydney.
• Diversity is important to us. Growing, maintaining and promoting a diverse team is a top priority for us. We foster and encourage diversity through our Employee Resource Groups and provide access to resources and education to support the education of our team, facilitate dialogue, and foster understanding.

Diligent created the modern governance movement. Our world-changing idea is to empower leaders with the technology, insights and connections they need to drive greater impact and accountability – to lead with purpose. Our employees are passionate, smart, and creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place. 

Headquartered in New York, Diligent has offices in Washington D.C.,  London, Galway, Budapest, Vancouver, Bengaluru, Munich, Singapore and Sydney.   To foster strong collaboration and connection, this role will follow a hybrid work model. If you are within a commuting distance to one of our Diligent office locations, you will be expected to work onsite at least 50% of the time. We believe that in-person engagement helps drive innovation, teamwork, and a strong sense of community.

_{We are a drug free workplace. Diligent is proud to be an equal opportunity employer. We do not discriminate based on race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental disability, age, military status, protected veteran status, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Diligent's EEO Policy and Know Your Rights. We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at recruitment@diligent.com.}

_{To all recruitment agencies: Diligent does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias, Diligent employees or any other organization location. Diligent is not responsible for any fees related to unsolicited resumes.}