Operations Director

Minimum of 8 years of experience in operations leadership within customer support, customer success, or service environments. Ability to operate effectively across multiple operational functions with strong systems thinking. Proven track record of precise, data-driven decision-making. Experience leading teams in fast-paced or high-growth settings. Strong understanding of operational tools, analytics, and automation. Experience in a marketplace or similarly complex environment is a plus.

Lead operational strategy and execution within Customer Operations. Oversee day-to-day support operations, ensuring efficient workflows, clear standards, and strong performance. Build and develop high-performing teams with clear responsibilities and accountability. Manage support systems, including ticketing tools, knowledge platforms, automation, and reporting. Partner with Product, Engineering, Sales, and Finance to improve processes and align customer insights with company needs. Maintain accuracy in forecasting, resource planning, incident management, and reporting. Drive continuous improvement through structured analysis and strong operational controls.