Head of Global Customer Operations Revenue & Adoption

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

• Leading the global revenue and adoption strategy, turning customer operations into a growth engine for the business
• Using AI, analytics, and predictive “Next Best Opportunity” models to surface, prioritize, and activate revenue and product-adoption opportunities.
• Building programs that convert customer interactions into measurable growth, including seamless Sales handoffs and targeted campaign playbooks.
• Driving cross-team enablement so every frontline touchpoint boosts adoption—supported by talk tracks, guided trials, scalable playbooks, and KPI-linked insights.
• Overseeing innovation and automation pilots (Transcript upsells, AI upsells, Digital Assistant, etc.) to enhance customer experience while accelerating revenue velocity.
• Leading special initiatives including upsell identification & expansion experiments, AI-enhanced bad-debt recovery, proactive outreach models, and Support-as-a-Service programs.
• Expanding adoption programs to embed 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 12/16/2025. 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