Manager, Global Services Center of Excellence (CoE)

Zuora is seeking a Manager, Global Services Center of Excellence (CoE) to lead the strategy, enablement, and operational excellence for its global professional services organization. This role focuses on building and scaling a best-in-class customer delivery function, defining best practices, driving delivery consistency, and ensuring team and customer success. The manager will lead global delivery excellence, empower teams through enablement programs, drive operational performance, own project escalations, and establish governance for continuous improvement.

Must Have

• Lead Global Delivery Excellence: Develop and execute a global CoE strategy to improve scalability, delivery consistency, and customer outcomes.
• Enable and Empower Teams: Build enablement programs, methodologies, and playbooks to upskill delivery teams and standardize implementation best practices.
• Drive Operational Performance: Partner with regional delivery leaders to improve utilization, profitability, and project health.
• Own Project Escalations: Act as the executive escalation point for major projects, driving recovery, communication, and customer confidence.
• Establish Governance: Implement KPIs, dashboards, and governance models for continuous improvement and accountability.
• 7+ years of experience in professional services, consulting, or enterprise SaaS delivery.
• At least 5 years in a leadership or enablement role.
• Proven track record in establishing or scaling delivery excellence or Center of Excellence programs.
• Deep understanding of enterprise software implementation, SaaS delivery, and change management.
• Strong analytical skills with the ability to turn insights into measurable actions and business improvements.
• Exceptional communication, stakeholder management, and leadership presence across global teams.

Good to Have

• Experience with Zuora or other subscription, billing, or ERP systems.
• PMP, PgMP, or Lean Six Sigma certification.

Perks & Benefits

• Competitive compensation, variable bonus and performance reward opportunities, and retirement programs
• Medical, dental and vision insurance
• Generous, flexible time off
• Paid holidays, “wellness” days and company wide end of year break
• 6 months fully paid parental leave
• Learning & Development stipend
• Opportunities to volunteer and give back, including charitable donation match
• Free resources and support for your mental wellbeing

OUR VISION: To power the world’s subscription economy

At Zuora, we do Modern Business. We’re helping people subscribe to new ways of doing business that are better for people, companies and ultimately the planet. It’s an approach resulting from the shift to the Subscription Economy that puts customers first by building recurring relationships instead of one-time product sales and focuses on sustainable growth. Through our leading expertise and multi-product suite, we are transforming all industries and working with the world’s most innovative companies to monetize new business models, nurture subscriber relationships and optimize their digital experiences.

THE OPPORTUNITY

We’re looking for a to build and scale a best-in-class customer delivery function, lead the strategy, enablement, and operational excellence initiatives that empower our global professional services organization.

This role is central to how we scale — defining best practices, driving delivery consistency, and ensuring our teams and customers are set up for success in every engagement. You’ll partner closely with regional delivery, product, and customer success leaders to optimize how we deliver value and manage project escalations at a global scale.

WHAT YOU’LL ACHIEVE

• Lead Global Delivery Excellence: Develop and execute a global CoE strategy to improve scalability, delivery consistency, and customer outcomes across all regions.
• Enable and Empower Teams: Build enablement programs, methodologies, and playbooks that upskill delivery teams and standardize implementation best practices.
• Drive Operational Performance: Partner with regional delivery leaders to improve utilization, profitability, and project health.
• Own Project Escalations: Act as the executive escalation point for major projects, driving recovery, communication, and customer confidence.
• Establish Governance: Implement KPIs, dashboards, and governance models that ensure continuous improvement and accountability across services delivery.

WHAT YOU’LL BRING

• 7+ years of experience in professional services, consulting, or enterprise SaaS delivery, with at least 5 years in a leadership or enablement role.
• Proven track record in establishing or scaling delivery excellence or Center of Excellence programs.
• Deep understanding of enterprise software implementation, SaaS delivery, and change management.
• Strong analytical skills with the ability to turn insights into measurable actions and business improvements.
• Exceptional communication, stakeholder management, and leadership presence across global teams.
• Experience with Zuora or other subscription, billing, or ERP systems is highly desirable.
• PMP, PgMP, or Lean Six Sigma certification a plus.

ABOUT YOU

• You think strategically and act operationally — balancing long-term vision with short-term execution.
• You’re passionate about enabling teams to deliver excellence at scale.
• You thrive in fast-paced, matrixed environments and are energized by global collaboration.
• You’re a natural problem-solver who stays calm and focused under pressure — especially during project escalations.

You believe in continuous improvement and champion a culture of learning, accountability, and transparency.

WHY ZUORA

At Zuora, we’re a team of thinkers, doers, and change-makers. We celebrate diversity, value authenticity, and believe that great work happens when people feel empowered to be their best selves.

We offer competitive compensation, flexible work environments, career development opportunities, and the chance to make an impact in one of the most transformative spaces in enterprise technology.

#ZEOLife at Zuora

As an industry pioneer, our work is constantly evolving and challenging us in new ways that require us to think differently, iterate often and learn constantly—it’s exciting. Our people, whom we refer to as “ZEOs” are empowered to take on a mindset of ownership and make a bigger impact here. Our teams collaborate deeply, exchange different ideas openly and together we’re making what’s next possible for our customers, community and the world.

As part of our commitment to building an inclusive, high-performance culture where ZEOs feel inspired, connected and valued, we support ZEOs with:

• Competitive compensation, variable bonus and performance reward opportunities, and retirement programs
• Medical, dental and vision insurance
• Generous, flexible time off
• Paid holidays, “wellness” days and company wide end of year break
• 6 months fully paid parental leave
• Learning & Development stipend
• Opportunities to volunteer and give back, including charitable donation match
• Free resources and support for your mental wellbeing

Specific benefits offerings may vary by country and can be viewed in more detail during your interview process.

Our Commitment to an Inclusive Workplace

Think, be and do you! At Zuora, different perspectives, experiences and contributions matter. Everyone counts. Zuora is proud to be an Equal Opportunity Employer committed to creating an inclusive environment for all.

Zuora does not discriminate on the basis of, and considers individuals seeking employment with Zuora without regards to, race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.

We encourage candidates from all backgrounds to apply. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at)zuora.com.