<div><div><strong>About Us</strong></div> <div> <p>At 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. </p> <p><span>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! </span></p> </div></div><h1><strong>Head of Delivery Operations, Customer Support</strong></h1> <p><strong>Reports to:</strong> VP, Customer Support<br /><strong>Location:</strong> Remote or hybrid in North America. Travel required for regional operations and customer escalations.</p> <h2><strong>Role Intent</strong></h2> <p>Own 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 its working.</p> <p><strong>This is not</strong> a people manager running day-to-day queues. <strong>This is</strong> a strategic operations leader who designs and executes the global framework that enables Regional Directors to deliver predictable outcomes.</p> <h2><strong>What You Will Own</strong></h2> <h3><strong>Demand &amp; Capacity Planning</strong></h3> <ul> <li>Design and maintain the global work prioritization framework (P1/P2 front-door, escalations, backlog, chat)</li> <li>Create capacity models that account for headcount, skills, experience, and regional coverage</li> <li>Partner with workforce management consultants to optimize staffing and scheduling models</li> <li>Provide VP with quarterly capacity planning recommendations including headcount and org structure changes</li> </ul> <h3><strong>Global Operational Framework</strong></h3> <ul> <li>Define Standard Operating Procedures (SOPs) for all work types across regions</li> <li>Design and deploy queue management systems, routing rules, and assignment logic</li> <li>Create the metrics and reporting infrastructure that drives daily, weekly, monthly operational decisions</li> <li>Establish escalation triggers and protocols for capacity shortfalls or quality issues</li> </ul> <h3><strong>Regional Director Support &amp; Accountability</strong></h3> <ul> <li>Enable Regional Directors with tools, data, and processes to execute within the global framework</li> <li>Design review systems (weekly metrics, monthly business reviews, QBRs) for VP evaluation of regional performance</li> <li>Partner with Regional Directors to adapt global SOPs to local needs while maintaining standards</li> <li>Provide capacity planning input on regional director performance and organizational needs</li> </ul> <h3><strong>Crisis Management &amp; Continuous Improvement</strong></h3> <ul> <li>Lead daily operational war room during crisis periods</li> <li>Analyze operational bottlenecks and design process improvements</li> <li>Coordinate with Delivery Excellence team on operational aspects of quality initiatives</li> <li>Manage relationships with external vendors (workforce management, tooling, contractors)</li> </ul> <h2><strong>How You Will Partner with Head of Delivery Excellence</strong></h2> <p><strong>You</strong> own work prioritization, capacity planning, SOPs, and operational metrics.<br /><strong>Delivery Excellence</strong> owns quality standards, agent assessment, and training frameworks.</p> <p>When priorities conflict: <strong>Getting work done takes precedence</strong> over qualifications for who does it, while maintaining minimum quality thresholds.</p> <h2><strong>What Success Looks Like</strong></h2> <h3><strong>30 Days</strong></h3> <ul> <li>Global SOP framework deployed across all regions</li> <li>Daily war room operational with Regional Directors</li> <li>Workforce management consultant partnership activated</li> <li>Baseline capacity model with skills/experience mapping complete</li> </ul> <h3><strong>60 Days</strong></h3> <ul> <li>95%+ P1/P2 SLA compliance across all regions</li> <li>Regional Directors successfully executing within global framework</li> <li>Automated reporting and escalation systems operational</li> <li>Clear capacity recommendations for Q4 planning</li> </ul> <h3><strong>90 Days</strong></h3> <ul> <li>Predictable operational outcomes across all metrics</li> <li>Regional autonomy balanced with global consistency</li> <li>Data-driven capacity optimization delivering cost savings</li> <li>Operational excellence reputation restored with customers</li> </ul> <h2><strong>Required Qualifications</strong></h2> <ul> <li>10+ years leading contact center operations or support operations at scale (10,000+ cases/month)</li> <li>Proven experience with workforce management systems, queue optimization, and capacity planning</li> <li>Strong analytical skills with experience in operational metrics design and reporting</li> <li>Track record of designing and implementing global operational frameworks across multiple regions/time zones</li> <li>Experience partnering with senior leadership on strategic capacity and organizational planning</li> <li>Demonstrated ability to work through Regional/Country managers while maintaining global consistency</li> </ul> <h2><strong>Preferred Qualifications</strong></h2> <ul> <li>Experience with technical product support (cloud, networking, security preferred)</li> <li>Background with Salesforce Service Cloud, workforce management tools, and business intelligence platforms</li> <li>Experience managing vendor relationships and external consulting teams</li> <li>Track record of crisis management and operational transformation</li> <li>Experience with global support organizations serving enterprise customers</li> </ul> <h2><strong>Budget Authority</strong></h2> <ul> <li>Workforce management consulting and contractor resources</li> <li>Operational tooling and system improvements</li> <li>Process optimization initiatives and vendor management</li> </ul> <h2><strong>Success Metrics</strong></h2> <ul> <li><strong>SLA Performance</strong>: P1/P2 &gt;95%, P3/P4 &gt;90%</li> <li><strong>Capacity Utilization</strong>: &gt;85% agent productive time on priority work</li> <li><strong>Operational Predictability</strong>: &lt;10% variance from capacity forecasts</li> <li><strong>Cost Efficiency</strong>: Cost per case reduction year-over-year</li> <li><strong>Regional Consistency</strong>: &lt;15% variance in key metrics across regions</li> </ul> <p><strong>Compensation</strong></p> <p>For San Francisco/Bay Area hires Salary range is $270,000 - $300,000. </p> <p><strong>Equity</strong></p> <p>This role is eligible to participate in Cloudflare’s equity plan.</p> <p><strong>Benefits</strong></p> <p>Cloudflare offers a complete package of benefits and programs to support you and your family.  Our benefits programs can help you pay health care expenses, support caregiving, build capital for the future and make life a little easier and fun!  The below is a description of our benefits for employees in the United States, and benefits may vary for employees based outside the U.S.</p> <p><strong>Health &amp; Welfare Benefits</strong></p> <ul> <li>Medical/Rx Insurance</li> <li>Dental Insurance</li> <li>Vision Insurance</li> <li>Flexible Spending Accounts</li> <li>Commuter Spending Accounts</li> <li>Fertility &amp; Family Forming Benefits</li> <li>On-demand mental health support and Employee Assistance Program</li> <li>Global Travel Medical Insurance</li> </ul> <p><strong>Financial Benefits</strong></p> <ul> <li>Short and Long Term Disability Insurance</li> <li>Life &amp; Accident Insurance</li> <li>401(k) Retirement Savings Plan</li> <li>Employee Stock Participation Plan</li> </ul> <p><strong>Time Off</strong></p> <ul> <li>Flexible paid time off covering vacation and sick leave</li> <li>Leave programs, including parental, pregnancy health, medical, and bereavement leave</li> </ul> <p> </p><div><p><strong>What Makes Cloudflare Special?</strong></p> <p><span>We’re not just a highly ambitious, large-scale technology company. We’re a highly ambitious, large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet.</span></p> <p><a href="https://blog.cloudflare.com/protecting-free-expression-online/"><strong>Project Galileo</strong></a><span>: Since 2014, weve equipped more than 2,400 journalism and civil society organizations in 111 countries with powerful tools to defend themselves against attacks that would otherwise censor their work, technology already used by Cloudflare’s enterprise customers--at no cost.</span></p> <p><strong><a href="https://www.cloudflare.com/athenian/">Athenian Project</a></strong><span>: In 2017, we created the Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free, so that their constituents have access to election information and voter registration. Since the project, weve provided services to more than 425 local government election websites in 33 states.</span></p> <p><a href="https://1.1.1.1/"><strong>1.1.1.1</strong></a><span>: We released</span><a href="https://1.1.1.1/"> <span>1.1.1.1</span></a><span> to help fix the foundation of the Internet by building a faster, more secure and privacy-centric public DNS resolver. This is available publicly for everyone to use - it is the first consumer-focused service Cloudflare has ever released. Here’s the deal - we don’t store client IP addresses never, ever. We will continue to abide by our</span><a href="https://developers.cloudflare.com/1.1.1.1/privacy/public-dns-resolver"> privacy commitment</a><span> and ensure that no user data is sold to advertisers or used to target consumers.</span></p> <p><span>Sound like something you’d like to be a part of? We’d love to hear from you!</span></p> <p><span>This position may require access to information protected under U.S. export control laws, including the U.S. Export Administration Regulations. Please note that any offer of employment may be conditioned on your authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license.</span></p> <p><span>Cloudflare is proud to be an equal opportunity employer.  We are committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness.  All qualified applicants will be considered for employment without regard to their, or any other persons, perceived or actual</span> <span>race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship, age, physical or mental disability, medical condition, family care status, or any other basis protected by law. </span><span>We are an AA/Veterans/Disabled Employer.</span></p> <p><span>Cloudflare provides reasonable accommodations to qualified individuals with disabilities.  Please tell us if you require a reasonable accommodation to apply for a job. Examples of reasonable accommodations include, but are not limited to, changing the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.  If you require a reasonable accommodation to apply for a job, please contact us via e-mail at </span><span>hr@cloudflare.com</span><span> or via mail at 101 Townsend St. San Francisco, CA 94107.</span></p></div>