Customer First Senior Operations Manager, EMEA

<div class="content-intro"><p><strong>Secure Every Identity, from AI to Human<br><br></strong>Identity is the key to unlocking the potential of AI. Okta secures AI by building the trusted, neutral infrastructure that enables organizations to safely embrace this new era. This work requires a relentless drive to solve complex challenges with real-world stakes. We are looking for builders and owners who operate with speed and urgency and execute with excellence.<br><br>This is an opportunity to do career-defining work. We're all in on this mission. If you are too, let's talk.</p></div><p><strong>Position Description:</strong></p> <p>The Senior Manager, Customer First Operations, EMEA will play a pivotal role in shaping and scaling our rapidly growing EMEA Customer First organisation. Sitting within our EMEA GTM Operations team, working closely with the Global CX Operations team, this role acts as the primary operational partner for the EMEA VP of Customer First and other senior CX leadership. You will be responsible for establishing and implementing operations rigour and standards for the CX team, spanning Customer Success and Technical Account Management (TAM), while working closely with adjacent teams including Renewals, Support, and Professional Services.</p> <p>In this role, you will design, refine, and continuously optimize our Management Systems, bridging the gap between corporate strategy and regional execution to maximise Net Revenue Retention (NRR). We are looking for an experienced, highly collaborative candidate with a growth mindset, exceptional analytical skills, and an appetite for constant improvement. You will be tasked with integrating the customer journey from sales through to customer success, ensuring that global and local standards are consistently adhered to and operating in support of our aggressive growth targets.&nbsp;</p> <p><strong>Job Duties and Responsibilities:</strong></p> <ul> <li><strong>Be a trusted operational guardrail: </strong>Partner deeply with Global Operations to define and maintain strict consistency across processes, preventing regional drift or siloed operations while ensuring global standards support EMEA growth.</li> <li><strong>Establish and govern the Operating Rhythm: </strong>Maintain and govern the "operating rhythm" of the CX organisation. Ensure critical cadences (e.g. Get Well Plans, Account Reviews, Path to Green reviews, and Leader Cadences) run effectively with 100% execution and high data quality.</li> <li><strong>Drive Management System Optimisation: </strong>Act as the operational owner of the EMEA Customer First Management System. Working closely with the Global CX Operations team to translate strategy into predictable regional execution across three core pillars: KPIs, Standards, and Operating Cadences.</li> <li><strong>Enable Cross-Functional Handoffs: </strong>Actively drive Customer First execution by working with operations peers to improve critical intersections. Optimise the handoffs and alignment between Sales, Renewals, Support, Professional Services, and Customer Success.</li> <li><strong>Maintain Customer Lifecycle Visibility: </strong>Keep an uncompromised view of the broader customer lifecycle through every major phase: <em>Purchase &amp; Plan, Learn, Deploy &amp; Adopt, Use &amp; Grow, Renew &amp; Expand,</em> and <em>Advocate</em>.</li> <li><strong>Mitigate Risk via "Path to Green": </strong>Oversee the execution and accountability of regional "Get Well Plans", tracking Churn Dollars Saved against regional worst-case boundaries to proactively transition at-risk segments back to health.</li> <li><strong>Shift to Leading Metrics: </strong>Drive the regional shift from lagging performance indicators (Renewal &amp; Expansion rates) to leading ones (Stakeholder Expansion, Outcome Attainment, Customer Health targets &gt;80% Green, and Lead Pass generation).</li> <li><strong>Provide Operational Muscle for Scaling: </strong>Evaluate operational experiments (e.g. Key Account initiatives) to test new methodologies, optimise workflows, and scale the organisation efficiently.</li> <li><strong>Deliver Executive Read-outs: </strong>Prepare and lead comprehensive Monthly and Quarterly Business Reviews (MBR/QBR) for regional and global stakeholders, delivering a unified, metrics-driven narrative of EMEA performance.</li> <li><strong>Manage Documentation Lifecycle: </strong>Own the quality, freshness, and accuracy of the internal documentation repository, including playbooks, customer ass