Head of Global Customer Operations Revenue and Adoption

Title: Head of Global Customer Operations Revenue & Adoption

Location: Remote - USA - Nationwide

Full time

Job Description:

Are you interested in supporting our customer to resolve their issues?

Do you enjoy collaborating with teams to deliver on common goals?

About the Role

The Head of Customer Growth & Adoption owns and scales all adoption and revenue initiatives across Global Customer Operations (GCO) — using AI-driven insights and customer intelligence to turn every interaction into a growth opportunity.

About the Role

You will be a key resource for our Leadership Team through forecasting and budgeting for our organization. You will take ownership for development and measurement of metrics by providing decision support on key initiatives. You will ensure solid governance, compliance and risk management and work on implementations, continuous improvement and automation.

Responsibilities

1. Revenue & Adoption Strategy

• Drive GCO revenue and adoption programs aligned with 2026–2028 strategic goals.
• Transform traditional support channels into engines for upsell, cross-sell, and product expansion.
• Own key outcomes in customer satisfaction, revenue, and training engagement.
• Build and scale programs that convert customer interactions into measurable revenue and adoption opportunities.

2. Opportunity Intelligence

• Leverage AI and analytics to uncover, prioritize, and nurture adoption and revenue opportunities from customer interactions.
• Partner with Data Science to refine predictive “Next Best Opportunity” (NBO) models across products, geographies, and customer segments.
• Operationalize AI insights into targeted growth campaigns and playbooks that deliver measurable ROI.
• Develop frameworks for opportunity nurturing and seamless Sales handoff.

3. Training, Enablement & Adoption

• Empower frontline teams to drive adoption through every interaction — embedding a “Every Call Counts” mindset.
• Design enablement programs that align Customer Operations, Sales, and Training teams on adoption accountability.
• Lead engagement initiatives to accelerate product and drafting solution usage through:
  • Real-time support plays and talk tracks.
  • Pilot programs for guided product trials.
  • Scalable enablement content and playbooks.
• Track adoption KPIs and link engagement data to revenue outcomes.

4. Innovation & Automation

• Drive AI partnerships and automation pilots that accelerate growth and adoption.
• Identify and operationalize automation use cases that improve customer experience while increasing revenue velocity.
• Build feedback loops with Product and Technology to refine digital experiences and self-service growth channels.
• Position Global Customer Operations as an industry leader in AI-enabled customer growth and intelligent automation.

5. Special Initiatives

• Upsell Lead Expansion: Lead 6 global experiments to capture digital and human-assisted growth.
• Bad Debt Collection+: Drive revenue and retention through AI-augmented programs in smaller markets.
• Proactive Outreach – Print: Partner with eCommerce to design print-focused upsell and outreach models.
• Support as a Service: Develop scalable, lower-cost models to unlock new growth channels.
• Engagement Opportunities: Expand branded adoption programs by embedding Lexis+ AI, Protégé, and drafting solutions directly into customer workflows

Requirements

• Have proven experience in AI data insights, customer operations, growth strategy, and product adoption initiatives.

• Have a great background in AI-driven analytics, automation, and data-informed decision-making.

• Have demonstrated ability to translate AI insights into measurable business outcomes.

• Have experience leading pilots and experimentation frameworks that accelerate adoption and efficiency.

• Be fluent in AI storytelling — translating unstructured customer data into actionable growth narratives.

• Have a deep understanding of how AI augments sales enablement, customer success, and product adoption.

• Be able to thrive in fast-paced, matrixed environments while balancing long-term strategy with hands-on execution.

Work in a way that works for you:

We promote a healthy work/life balance across the organization. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

About the business:

LexisNexis Legal & Professional® provides legal, regulatory, and business information and analytics that help customers increase their productivity, improve decision-making, achieve better outcomes, and advance the rule of law around the world. As a digital pioneer, the company was the first to bring legal and business information online with its Lexis® and Nexis® services.

Primary Location Base Pay Range: Home based-Ohio $97,700 - $162,700. U.S. National Base Pay Range: $102,800 - $171,300. Geographic differentials may apply in some locations to better reflect local market rates. Base Pay Range for CO is $102,800 - $171,300. Base Pay Range for IL is $107,900 - $179,900. Base Pay Range for Chicago, IL is $113,100 - $188,500. Base Pay Range for MD is $107,900 - $179,900. Base Pay Range for NY is $113,100 - $188,500. Base Pay Range for New York City is $118,200 - $197,100. Base Pay Range for Rochester, NY is $97,700 - $162,700. Base Pay Range for OH is $97,700 - $162,700. This job is eligible for an annual incentive bonus. Application deadline is 01/26/2026. We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer to our US full- and part-time employees working at least 20 hours or more per week: ● Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits ● Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan ● Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs ● Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity ● Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits ● Health Savings, Health Care, Dependent Care and Commuter Spending Accounts ● In addition to annual Paid Time Off, we offer up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice