Senior Director, Customer Operations
New
J
JellyvisionHR Technology, SaaS
Remote candidates residing in AZ, CA, CO, CT, FL, GA, IL, IN, KY, MA, MI, MN, NC, NY, OH, OR, PA, SC, TN, TX, UT, VA, WA or WIFull-TimeDirector
Salary$170,000 - $190,000
Apply NowOpens the employer's application page
Job Details
- Experience
- 12+ years of experience successfully managing employees in an Implementation or Project Management environment, preferably in the HR or SaaS space. In addition to 10+ years management experience.
- Required Skills
- Project ManagementCross-functional Team LeadershipChange ManagementSaaS
Requirements
- 12+ years of experience in an Implementation or Project Management environment.
- 10+ years of management experience.
- Proven track record implementing and onboarding Enterprise customers in a customer-facing role.
- Experience leading implementations across multiple product lines simultaneously, ideally including benefits administration or HR tech products.
- Expertise in building high-performing, distributed teams, including offshore or nearshore staff.
- Demonstrated capability in capacity planning, forecasting, and vendor management.
- Ability to operate and make decisions in the absence of clear data and pivot quickly to changing business needs.
- Strategic mindset with the ability to align day-to-day execution with broader business goals.
- Strong executive presence and communication skills to influence at all levels.
- Bias for action, comfort with ambiguity, and a strong drive to create clarity.
Responsibilities
- Lead a group of directors and their teams, providing guidance, removing obstacles, and driving accountability.
- Oversee ongoing implementation staffing, balancing full-time and seasonal talent to meet customer demand.
- Develop and execute strategic initiatives to improve operational effectiveness and scalability using data and team insights.
- Scale implementation operations for the ALEX Home product and lead the buildout of the implementation model for benefits administration offerings.
- Manage implementation capacity across all product lines, balancing seasonality and business priorities.
- Partner with the Chief Customer Officer to monitor strategy, risks, and progress against goals.
- Collaborate across Revenue, Product, and other departments to ensure alignment and improve customer outcomes.
- Build and maintain strong relationships with vendor and broker partners to ensure delivery quality.
- Serve as a senior point of contact for key customers to ensure successful implementations and resolve escalations.
View Full Description & ApplyYou'll be redirected to the employer's site
