Head of Delivery Operations, Customer Support - Remote

Overview

The Head of Delivery Operations at Cloudflare is responsible for owning the end-to-end operational system that aligns customer demand with organizational capacity on a global scale. This role is focused on strategic operations leadership rather than day-to-day management.

In Short

• Own the operational system for customer demand and capacity management.
• Design and maintain global work prioritization frameworks.
• Partner with workforce management consultants for staffing optimization.
• Define Standard Operating Procedures for operational consistency.
• Create metrics and reporting infrastructure for decision making.
• Support Regional Directors with tools and processes.
• Lead crisis management operations during peak periods.
• Analyze bottlenecks and implement process improvements.
• Manage vendor relationships and external consulting teams.
• Ensure operational excellence and predictability in outcomes.

Requirements

• 10+ years in leading large-scale contact center or support operations.
• Experience with workforce management and capacity planning.
• Strong analytical skills in operational metrics design.
• Track record of implementing global operational frameworks.
• Experience in strategic planning with senior leadership.
• Ability to work through Regional/Country managers effectively.

Benefits

• Comprehensive health insurance including medical, dental, and vision.
• Flexible spending accounts and commuter benefits.
• Short and long-term disability insurance.
• 401(k) retirement savings plan.
• Flexible paid time off.
• Equity participation in Cloudflare's equity plan.