Secure Every Identity, from AI to Human

Identity is the key to unlocking the potential of AI. Okta secures AI by building the trusted, neutral infrastructure that enables organizations to safely embrace this new era. This work requires a relentless drive to solve complex challenges with real-world stakes. We are looking for builders and owners who operate with speed and urgency and execute with excellence.

This is an chance to do career-defining work. We're all in on this mission. If you are too, let's talk.

Job Duties and Responsibilities:
Operations & Reporting:
- Theme Collation: Synthesise qualitative feedback from CSM content and call recordings. Review and identify recurring market trends and customer pain points.
- Business Gap Analysis: Act as a strategic advisor to the Leadership Team (LT), providing data-backed guidance on operational gaps and resourcing needs.
- Global Read-outs: Prepare and lead monthly and quarterly business reviews (MBR/QBR) for regional and global stakeholders, ensuring a unified narrative of CX performance.
- Operations:



Drive the shift from only focusing on Renewal & Expansion rates to adding leading indicators like Stakeholder Expansion, Outcome Attainment, Customer Health targets >80% Green, and Lead Pass generation

Cadence Governance & Accountability:
- Cadence Management: Establish and maintain the "operating rhythm" of the CX org, ensuring all critical governance meetings occur on schedule with clear objectives.
- Documentation Accountability: Own the lifecycle of internal documentation, ensuring playbooks and other frameworks (e.g. "Path to Green"), and action items are accurately tracked and completed.
- Performance Accountability: Ensure that regional teams are lifting our standards by identifying gaps and areas of opportunity.

Strategy and Planning:
- Capacity & Coverage Planning: Drive the resource planning process, aligning headcount, ratios, and coverage models so top-priority accounts and segments receive the

📌 Manager, Customer First Operations, Apj (Bengaluru)
🏢 Okta
📍 Bengaluru