Job Summary

The Director, Business Process & AI Transformation is accountable for end-to-end GTM process outcomes across direct and partner-led motions and owns the AI/Automation charter for GTMX. Leading a team of Process Owners and Process Analysts, this role serves as the control tower for GTM processes — aligning process design, AI capability, and user experience into a single, accountable function. In an environment of fragmented systems, varied sales motions, and inconsistent adoption, this role addresses the core challenge: not a lack of tools, but a lack of alignment between process, platform, and user behaviour. The Director ensures GTM processes are standardized where needed, flexible where required, and optimized to drive pipeline visibility, deal velocity, forecast accuracy, and user trust — while embedding AI and automation from Demand Generation to Purchase Order through business-led, user-centred, governed initiatives.

Job Responsibilities

End-to-End GTM Process Accountability

• Own the health, performance, and evolution of GTM processes across all GTM functions — each with a clear end-to-end vision, defined success metrics, and measurable business impact.
• Act as the escalation point for cross-functional conflicts and prioritization trade-offs; represent GTM processes in executive and governance forums.
• Lead structured intake and prioritization of process initiatives, ensuring process priorities inform platform roadmaps and delivery sequencing across Technology, Data, and Business Application teams.
• Guide the Process team in defining process boundaries, documenting current-state workflows, identifying root causes, and designing scalable future-state solutions across systems, teams, and geographies.

Platform Alignment & User Experience

• Champion a "seller-first" design philosophy — every process change and automation must reduce net seller effort, improve outcomes, and strengthen signal quality.
• Own the Seller Experience NPS target (≥30) as a strategic GTMX KPI; embed continuous feedback loops (field interviews, surveys, in-app feedback) to validate changes land as intended and course-correct where they don't.
• Partner with Business Application Owners and Systems Operations teams to assess tool impact, integration needs, and design trade-offs.
• Apply future-state design principles: Simplify → Automate → Guide — removing before adding, asking for information only when it helps a seller decide or act, and ensuring every change makes GTM systems more automation-ready

AI & Automation Strategy Ownership

• Lead the identification, shaping, and prioritization of AI and automation use cases across the Lead-to-PO process, working with the GTM RevOps AI Council to sequence builds against delivery capacity (Citizen Builder, Revenue Build Pod, AI CoE-Supported lanes).
• Drive AI fluency within the Process team — ensuring team members can identify automation opportunities within their workflows and partner effectively with AI builders.
• Define human-in-the-loop handoffs, risk thresholds, and kill criteria across POC, pilot, and scale phases for all AI/agentic initiatives.

People Leadership

• Directly manage and develop Process Owners and Process Analysts, with clear accountability for outcomes, decision rights, and execution.
• Coach the team to act as business integrators — aligning stakeholders, systems, data, and user experience around shared outcomes rather than solving in isolation.

Metrics & Value Realization

• Define and own the GTMX process KPI framework, translating into clear OKRs for the Process team. Core metrics include:
• Process health: Pipeline visibility, deal velocity, conversion rates, CRM data quality
• User trust: Seller Experience NPS, adoption rates, time-to-complete key workflows
• AI/Automation impact: Manual hours eliminated, cycle-time reduction, error-rate improvement, field adoption of AI-enabled features, user confidence scores
• Track and communicate business value delivered by process and AI improvements quarterly to executive stakeholders.

Requirements & Education

• Bachelor's degree in Business, Operations, Information Systems, or related field (Master's preferred).
• 10–12+ years in GTM Revenue Operations, business process leadership, or enterprise transformation, with 3+ years managing process-oriented teams.
• Demonstrated experience integrating AI, automation, or agentic technologies into business workflows as a business leader — shaping demand, defining value hypotheses, and governing delivery.
• Strong user experience instinct — ability to translate field friction into process design decisions and hold teams accountable for seller-first outcomes.
• Experience in global, matrixed organizations with multiple revenue motions (cloud, hardware, partner, subscription).
• Familiarity with CRM platforms (Salesforce preferred), AI/ML concepts (agentic AI, LLMs, no-code/low-code), and change management frameworks.