Senior Director of Customer Operations

New

HSISaaS technology

United StatesFull-TimeDirector

Salary not disclosed

Apply NowOpens the employer's application page

Job Details

Have 10+ years of progressive leadership experience in customer operations, customer support, technical support, professional services, implementation, or a related SaaS or technology environment.
Have experience leading managers or multilayered teams.
Demonstrate success scaling customer-facing operations, developing leaders, and delivering measurable improvements through growth, transformation, or significant change.
Bring operational experience across technical support or service delivery, including KPIs, SLAs, customer satisfaction, backlog, capacity planning, and escalation management.
Use data, systems thinking, automation, and AI-enabled tools to identify root causes, improve workflows, and build scalable solutions.
Have cross-functional leadership experience with Product, Engineering, Sales, Customer Success, Implementation, or comparable functions.
Communicate and influence at executive level, translating operational data into concise recommendations, business cases, and measurable results.
Operate autonomously, make decisions with incomplete information, and lead through ambiguity, change, and high-impact customer situations.
Preferred: experience designing or improving support tiers, SLAs, service playbooks, escalation processes, or cross-functional handoffs.
Preferred: experience across multiple products, platforms, or regions.
Preferred: experience with Salesforce and enterprise reporting or business intelligence platforms such as Power BI or Domo.

Lead, coach, and develop managers and leaders across Customer Support and Customer Solutions.
Set the strategy and operating direction for North American Customer Support and Customer Solutions, supporting consistency across shared global processes.
Oversee technical support operations, service delivery, workflows, service-level agreements, escalations, and operational performance.
Establish and manage measures for customer satisfaction, backlog, service levels, utilization, capacity, quality, and efficiency.
Identify recurring operational and customer challenges, address root causes, and implement scalable solutions.
Use data and customer insights to identify trends and develop recommendations for investment, resource allocation, and business priorities.
Evaluate and integrate AI-enabled tools and automation to improve productivity, work quality, scalability, employee experience, and service delivery.
Partner with Product, Engineering, Sales, Customer Success, and Implementation to strengthen feedback loops, handoffs, escalation pathways, and the customer experience.
Provide leadership during complex escalations, outages, and other high-impact customer situations.
Partner with the Senior Vice President of Customer Operations on departmental planning, organizational capacity, and strategic initiatives.

View Full Description & ApplyYou'll be redirected to the employer's site