Customer Success Director - Gig Strategy & Operations
While the role is 100% remote, individual must be located in the United States.Full-TimeSenior
Salary90,000 - 110,000 USD per year
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Job Details
- Experience
- 7+ years of experience
- Required Skills
- ComplianceQuality Assurance
Requirements
- 7+ years of experience in trust & safety, risk operations, compliance, fraud, vendor operations, program management, or scaled customer operations within high-volume environments.
- Direct ownership of operational programs at scale, including background checks, identity verification, fraud prevention, continuous monitoring, or quality assurance workflows.
- Proven ability to own customer escalations end-to-end, including root cause analysis, remediation planning, and executive-level communication.
- Hands-on experience defining, tracking, and improving operational KPIs, such as accuracy, turnaround time, SLA performance, compliance rates, or quality scores.
- Demonstrated partnership with Product and Engineering teams, translating operational or customer needs into clear technical requirements or roadmap inputs.
- Experience influencing or managing external vendors or partners, including performance management, audits, or quality controls.
- Background in gig economy, marketplace, or high-volume operational environments preferred
Responsibilities
- Own senior-level customer relationships and serve as a trusted advisor on user trust, safety, risk, and compliance strategy for gig economy platforms.
- Act as the primary liaison between customers and internal teams, ensuring customer needs and concerns are clearly understood and addressed through partnership.
- Provide subject matter expertise and thought leadership to help customers design, evaluate, and improve their own risk and trust programs.
- Partner with customers and internal teams to address concerns and escalations through structured analysis and clear recommendations.
- Help define, interpret, and communicate customer-level metrics and trends to support informed decision-making.
- Translate customer requests and operational challenges into clear product and technical requirements for Product, Engineering, and Data teams.
- Influence Product roadmap priorities based on aggregated customer insights and observed risk patterns.
- Identify upsell and cross-sell opportunities by connecting customer risk gaps to First Advantage solutions and articulating value.
- Support Sales and Customer Success teams with analytical insights and customer narratives during renewals and expansions.
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