Director of Operations
New
J
JobgetherSaaS
Based in United StatesFull-TimeDirector
Salary not disclosed
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Job Details
- Experience
- 8+ years of experience
- Required Skills
- Data AnalysisOperations ManagementStakeholder managementChange ManagementSaaSProcess improvement
Requirements
- 8+ years of experience in operations, customer operations, support, onboarding, implementation, customer success operations, or a related post-sales leadership function.
- Proven experience leading managers and scaling operational teams within a fast-paced organization.
- Demonstrated experience establishing and managing operational KPIs, performance reporting, capacity planning, and continuous improvement programs.
- Strong commercial understanding, with the ability to connect operational performance to growth, retention, cost, productivity, and customer value.
- Strong analytical and problem-solving skills, with the ability to use data and customer insights to identify trends, diagnose root causes, and translate findings into actionable recommendations.
- Experience designing and implementing scalable processes and operating models as organizations grow.
- Strong change-management and leadership capabilities, with the ability to guide teams through transformation with clarity, empathy, and accountability.
- Excellent communication and stakeholder-management skills, including the confidence to influence and constructively challenge senior leaders.
- Highly collaborative approach and the ability to work effectively across regional, cross-functional, and global teams.
- Strong people-leadership skills, including coaching, mentoring, performance management, and leadership development.
Responsibilities
- Lead North American operations with overall responsibility for the performance of Onboarding, Support, and Pay Operations teams.
- Translate regional growth objectives into clear operational priorities, KPIs, plans, and team-level goals.
- Partner with senior regional leadership to identify performance opportunities, operational risks, and areas for improvement.
- Build scalable operating models that allow customer volumes to grow while maintaining service quality and a strong employee experience.
- Own Support performance metrics, including response and resolution times, customer satisfaction, quality, productivity, and service delivery.
- Improve onboarding performance across implementation timelines, customer readiness, capacity, quality, and satisfaction.
- Analyze customer feedback and operational data to identify trends, root causes, and opportunities to improve the customer journey.
- Lead, coach, and develop managers across Onboarding, Support, and Pay Operations, strengthening accountability and leadership capability.
- Collaborate with Customer Success, Sales, Product, Education, and global operations teams to improve handoffs and create a seamless customer experience.
- Evaluate opportunities to use automation, AI, and data insights to increase productivity and scalability.
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