Director - Operational Enablement & Excellence - Pandora - San Francisco

Job description
At Pandora, we're a unique collection of engineers, musicians, designers, marketers, and world-class sellers with a common goal: to enrich lives by delivering effortless personalized music enjoyment and discovery. People—the listeners, the artists, and our employees—are at the center of our mission and everything we do. Actually, employees at Pandora are a lot like the service itself: bright, eclectic, and innovative. Collaboration is the foundation of our workforce, and we’re looking for smart individuals who are self-motivated and passionate to join us. Be a part of the engine that creates the soundtrack to life. Discover your future at Pandora.

The Director of Operational Enablement & Excellence is a new role at Pandora, and will report into the Revenue Operations organization at Pandora. This individual will be responsible for playing a key role in driving Pandora’s advertising business by creating and leading a team that facilitates change management, ensures the successful and seamless adoption of new features/processes, and enables the Revenue Operations organization to move towards excellence and value-add service delivery to clients.
This person will partner cross-functionally to understand and influence changes that impact the business; internal partners include senior Sales leadership, Product, Engineering, Business Operations, Finance, Legal and Cloud Operations teams. Previous experience working across all levels of these organizations is desired. This role also will have an external-facing component, meeting with key/strategic advertising partners, and require frequent travel to Pandora’s regional offices in Santa Monica, New York, Oakland, and Chicago.

Responsibilities
Recruit, hire, onboard and lead a dynamic, decentralized team of change agents in Pandora’s primary regional offices (Santa Monica, Oakland, Chicago and New York) to partner across the organization and facilitate successful adoption of new processes, software features and core competencies by Client Services end users
Partner with Revenue Operations leadership to define a vision, strategic and execution roadmap with clear milestones for the OE&E team
Develop and drive internal change management strategies that demonstrate measurable improvements across Operations efficiency metrics
Partner with Sales Leadership to develop relationships with key/strategic advertisers and holding companies to develop an understanding of market requirements and expectations for excellent client service; develop strategies and approaches for up-leveling internal service standards
Empower Revenue Operations end users to provide feedback on workflow, software features, and pain points; provide visibility into feature backlog to end users and influence prioritization decisions
Collaborate with Pandora Sales and Revenue Operations Training teams to develop adoption and change management plans
Prove positive impacts on benchmarks for adoption of new features, efficiency, and customer satisfaction by measurable results

Desired Skills and Experience
8+ years of relevant professional experience, along with a successful track record of hiring, influencing and managing people and teams in Revenue Operations, Sales Operations, Client Services or other customer service-focused organizations
Strong operational acumen, strategic capabilities, and execution skills
Excellent communication and cross-team collaboration skills; strong interpersonal skills and organizational effectiveness
Expert presentation skills and demonstrated ability to communicate complex topics in clear layman’s terms
Solid understanding of and experience utilizing change management best practices and tactics
Able to work in a fast-paced, rapidly changing Operations environment
Prior Management Consulting or Operation Enablement experience preferred
Media Operations experience a plus
Bachelor’s Degree required; MBA preferred

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