Head of Delivery Operations - CloudFlare : Job Details

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About UsAt Cloudflare, we are on a mission to help build a better Internet. Today the company runs one of the world's largest networks that powers millions of websites and other Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by Cloudflare all have web traffic routed through its intelligent global network, which gets smarter with every request. As a result, they see significant improvement in performance and a decrease in spam and other attacks. Cloudflare was named to Entrepreneur Magazine's Top Company Cultures list and ranked among the World's Most Innovative Companies by Fast Company.

About UsAt Cloudflare, we are on a mission to help build a better Internet. Today the company runs one of the world's largest networks that powers millions of websites and other Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by Cloudflare all have web traffic routed through its intelligent global network, which gets smarter with every request. As a result, they see significant improvement in performance and a decrease in spam and other attacks. Cloudflare was named to Entrepreneur Magazine's Top Company Cultures list and ranked among the World's Most Innovative Companies by Fast Company.We realize people do not fit into neat boxes. We are looking for curious and empathetic individuals who are committed to developing themselves and learning new skills, and we are ready to help you do that. We cannot complete our mission without building a diverse and inclusive team. We hire the best people based on an evaluation of their potential and support them throughout their time at Cloudflare. Come join us!Head of Delivery Operations, Customer SupportReports to: VP, Customer SupportLocation: Remote or hybrid in North America. Travel required for regional operations and customer escalations.Role IntentOwn the end-to-end operational system that matches customer demand to organizational capacity at global scale. You are the process czar who ensures we have the right work going to the right people at the right time, with the data and systems to prove it's working.This is not a people manager running day-to-day queues. This is a strategic operations leader who designs and executes the global framework that enables Regional Directors to deliver predictable outcomes.What You Will OwnDemand & Capacity Planning

• Design and maintain the global work prioritization framework (P1/P2 front-door, escalations, backlog, chat)
• Create capacity models that account for headcount, skills, experience, and regional coverage
• Partner with workforce management consultants to optimize staffing and scheduling models
• Provide VP with quarterly capacity planning recommendations including headcount and org structure changes

Global Operational Framework

• Define Standard Operating Procedures (SOPs) for all work types across regions
• Design and deploy queue management systems, routing rules, and assignment logic
• Create the metrics and reporting infrastructure that drives daily, weekly, monthly operational decisions
• Establish escalation triggers and protocols for capacity shortfalls or quality issues

Regional Director Support & Accountability

• Enable Regional Directors with tools, data, and processes to execute within the global framework
• Design review systems (weekly metrics, monthly business reviews, QBRs) for VP evaluation of regional performance
• Partner with Regional Directors to adapt global SOPs to local needs while maintaining standards
• Provide capacity planning input on regional director performance and organizational needs

Crisis Management & Continuous Improvement

• Lead daily operational war room during crisis periods
• Analyze operational bottlenecks and design process improvements
• Coordinate with Delivery Excellence team on operational aspects of quality initiatives
• Manage relationships with external vendors (workforce management, tooling, contractors)

How You Will Partner With Head Of Delivery ExcellenceYou own work prioritization, capacity planning, SOPs, and operational metrics.Delivery Excellence owns quality standards, agent assessment, and training frameworks.When priorities conflict: Getting work done takes precedence over qualifications for who does it, while maintaining minimum quality thresholds.What Success Looks Like30 Days

• Global SOP framework deployed across all regions
• Daily war room operational with Regional Directors
• Workforce management consultant partnership activated
• Baseline capacity model with skills/experience mapping complete

60 Days

• 95%+ P1/P2 SLA compliance across all regions
• Regional Directors successfully executing within global framework
• Automated reporting and escalation systems operational
• Clear capacity recommendations for Q4 planning

90 Days

• Predictable operational outcomes across all metrics
• Regional autonomy balanced with global consistency
• Data-driven capacity optimization delivering cost savings
• Operational excellence reputation restored with customers

Required Qualifications

• 10+ years leading contact center operations or support operations at scale (10,000+ cases/month)
• Proven experience with workforce management systems, queue optimization, and capacity planning
• Strong analytical skills with experience in operational metrics design and reporting
• Track record of designing and implementing global operational frameworks across multiple regions/time zones
• Experience partnering with senior leadership on strategic capacity and organizational planning
• Demonstrated ability to work through Regional/Country managers while maintaining global consistency

Preferred Qualifications

• Experience with technical product support (cloud, networking, security preferred)
• Background with Salesforce Service Cloud, workforce management tools, and business intelligence platforms
• Experience managing vendor relationships and external consulting teams
• Track record of crisis management and operational transformation
• Experience with global support organizations serving enterprise customers

Budget Authority

• Workforce management consulting and contractor resources
• Operational tooling and system improvements
• Process optimization initiatives and vendor management

Success Metrics

SLA Performance: P1/P2 >95%, P3/P4 >90%

Capacity Utilization: >85% agent productive time on priority work

Operational Predictability: