Manager, Customer Operations

Shape the Future of Cybersecurity at Forescout
Every day cyberattacks threaten to disrupt hospitals, power grids, financial systems, and the infrastructure we all depend on. At Forescout, we build defenses that keep civilization running smoothly in an increasingly connected world.
For more than 25 years, Fortune 100 organizations, government agencies, and large enterprises have trusted Forescout as their foundation to manage cyber risk, ensure compliance, and mitigate threats. From power grids and healthcare systems to financial networks and transportation hubs, Forescout protects the critical infrastructure of our modern world.
What You Will Do
As the Manager of Customer Operations, you will lead a team responsible for driving strategic initiatives, operational improvements, analytics, and AI-enabled transformation across Customer Operations. You will partner closely with the Director of Customer Ops and various departments executive leadership to identify priorities, allocate resources, develop talent, and ensure successful execution of programs that improve scalability, efficiency, customer outcomes, and business performance.
This role combines people leadership, project management, business operations, and practical AI adoption. You will be responsible for teaching and mentoring a team of at least 2 direct reports. We also need you to conduct your own analysis & drive creation of improved reporting, enabling AI processes, and other strategic project. The right person will be recommendations to the table instead of only identifying the problem. You’ll have the opportunity to solve numerous different problems across Support, Professional Services, and Customer Success.
Team Leadership & Development: Develop, coach, and improve the team that currently includes an Analyst and Project manager. Establish performance expectations, career development plans, and succession strategies while fostering accountability, innovation, collaboration, and continuous improvement.
Portfolio & Program Leadership: Manage the CCO project portfolio, ensuring initiatives align to strategic priorities and outcomes. Oversee intake, prioritization, resource allocation, governance, and executive reporting while ensuring delivery on time, within scope, and report on measurable results.
AI Strategy & Implementation: Lead the identification, evaluation, and deployment of AI-powered solutions across Customer Success, Professional Services and Support. Establish governance, adoption frameworks, success metrics, and responsible AI practices. This is a new team responsibility, so you’ll get to define several processes.
Data-Driven Insights: Analyze Services selling, adoption, usage, capacity, and operational performance data to identify trends, risks, and revenue or cost optimization opportunities.
Change Management & Enablement: Develop rollout plans, communications, training materials, adoption tracking, and feedback loops to ensure new processes and AI tools are successfully adopted.
Stakeholder Engagement: Build strong relationships with Customer Operations leaders, Procurement, Legal, Finance, Sales, Services, Support, IT, and partners to align priorities and remove execution barriers.
Governance & Reporting: Create executive-ready updates, dashboards, and decision materials that clearly communicate progress, risks, tradeoffs, and recommended actions.
Risk & Issue Management: Proactively identify project risks, dependencies, compliance considerations, and operational impacts; drive mitigation plans and escalate when needed.
What You Bring to Forescout
7+ years of experience in business operations, customer operations, program management, transformation, consulting, or a related field.
2+ years of people leadership experience managing project managers, analysts, business operations, or transformation teams.
Delivered at least 2 strategic initiatives leveraging AI - Must have a strong understanding of AI adoption, workflow automation, analytics, and technology-driven transformation.
Advanced analytical skills with the ability to convert complex data into actionable business insights and recommendations.
Executive communication skills with experience presenting to VP and C-level stakeholders.
Systems expertise with Excel, PowerPoint, CoPilot and/or Claude, Power BI, Salesforce/SFDC, Copilot, Certinia/FinancialForce, Precursive, or similar operational systems.
Bachelor’s degree required; MBA, PMP, Agile/Scrum, Six Sigma, Lean, Business Analytics, or AI-related certifications preferred.
What Success Looks Like
Strategic Execution: The CCO portfolio consistently exceeds expectations and delivers measurable business outcomes aligned with organizational priorities.
Team Development: A highly engaged team demonstrates strong performance, skill development, and internal career progression.
AI Adoption: AI initiatives move from concept to operationalized business solutions with measurable productivity and customer-impact improvements.
Operational Efficiency: Reduce or even eliminate manual effort, process friction, reporting complexity, and execution risk through better governance