Director, Operational Excellence

About the role

Gong harnesses the power of AI to transform how revenue teams win. The Gong Revenue AI Operating System unifies data, insights, and workflows into a single, trusted system that observes, guides, and acts alongside the world's most successful revenue teams. Powered by the Gong Revenue Graph, AI-powered intelligence, specialized agents, and trusted applications, Gong helps more than 5,000 companies around the world deeply understand their teams and customers, automate critical sales workflows, and close more deals with less effort. For more information, visit www.gong.io. At Gong, you will join a company built on innovative products, ambitious goals, and passionate people. We are shaping the future of revenue intelligence and we want people who are excited to build what comes next. You will work with a team that dreams big, moves fast, and cares deeply about the craft and about each other. Here, transparency and trust are core to how we operate, and every person has the opportunity to make a visible impact. If you want to grow, stretch, and do work that truly matters, Gong is the place to do the best work of your career. We're looking for a Director of Operational Excellence to build and lead a centralized Product & Engineering Operations team. This team owns the operating system that connects Product and Engineering across discovery, planning, execution, release readiness, and post-release learning. Its mission is to create scalable structure, clear workflows, consistent standards, and strong operating rhythms that help teams move faster with greater clarity- without adding unnecessary red tape. In this role, you will lead the Operational Excellence team as both a people leader and systems builder: coaching and developing a high-performing team, designing practical processes people actually want to use, and partnering closely with Product and Engineering leadership to solve real operating problems, improve decision quality, and help Gong make better tradeoffs as the business scales. You'll Own: Team Leadership: Lead, coach, and develop a centralized Product & Engineering Operations team, setting clear expectations and raising the bar for operational excellence. Process & Operating System Design: Design, build, and continuously evolve the Product & Engineering operating system, including workflows, governance, planning cadences, lifecycle standards, decision frameworks, templates, and handoffs. Create processes that are simple, scalable, widely adopted, and designed to enable speed - not bureaucracy. Portfolio & Planning Operations: Create the structure for strong portfolio planning, capacity visibility, cross-pillar alignment, executive visibility, and leadership tradeoff discussions across product, infrastructure, reliability, security, and customer-driven work. AI, Tools & Enablement: Use AI, automation, tooling standards, dashboards, templates, and knowledge systems to reduce friction, improve visibility, and make the operating system easier for teams to adopt. You'll Solve: Scale Without Bureaucracy: How do we introduce the right level of structure and consistency while preserving speed, ownership, and team autonomy? Real Operating Problems: How do we identify the root causes of recurring friction, including unclear ownership, weak handoffs, decision delays, duplicated work, and planning gaps, and design practical solutions that stick? Business Tradeoffs: How do we help Product and Engineering leaders make clearer tradeoff decisions across customer value, product innovation, reliability, infrastructure, security, quality, and speed? Operational Signal Flow: How do we ensure customer, field, support, reliability, quality, and post-release insights consistently inform planning and prioritization? You'll Impact: Organizational Clarity: Create consistent operating rhythms, decision rights, workflows, and standards that help Product and Engineering work together more effectively. Better Business Decisions: Improve Gong's ability to make clear, timely, and well-informed tradeoff decisions as priorities, dependencies, and constraints become more complex. Scalable Product Development: Build the systems, tools, templates, and governance needed for Gong to scale without losing speed or accountability. AI-Enabled Productivity: Embed AI and automation into day-to-day operating workflows, helping teams reduce manual effort and focus more time on high-value work. How You'll Succeed Here An Experienced Operational Excellence Leader: A senior leader with 10+ years in Product Operations, Engineering Operations, Business Operations, Strategy & Operations, or Operational Excellence in SaaS, product, or R&D-heavy environments. A Strong People Manager: Someone with experience managing and developing high-performing teams, with a proven ability to coach, structure, and raise the bar for operational talent. An Excellent Process Designer: Someone who knows how to design processes end to end: diagnosing th

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