Director, Customer Operations
New
J
JobgetherSaaS technology
Based in United StatesFull-TimeDirector
Salary not disclosed
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Job Details
- Experience
- At least 8 years of experience in operations, customer operations, customer support, onboarding, implementation, customer success operations, or a related post-sales leadership function.
- Required Skills
- Change ManagementCustomer support
Requirements
- At least 8 years of experience in operations, customer operations, customer support, onboarding, implementation, customer success operations, or a related post-sales leadership function.
- Proven ability to lead managers, develop high-performing teams, and scale operational functions.
- Experience establishing and managing KPIs and performance reporting frameworks.
- Experience with workforce planning and continuous improvement initiatives.
- Strong understanding of how operational performance affects growth, customer retention, cost management, productivity, and customer value.
- Ability to interpret operational data, identify trends, diagnose issues, and turn insights into measurable actions.
- Experience designing and improving operational processes, workflows, and scalable operating models.
- Change leadership capabilities, including guiding teams through transformation.
- Ability to influence senior stakeholders, manage competing priorities, and work effectively across regional and global teams.
- SaaS, technology, or other fast-paced customer-focused business experience is strongly preferred.
Responsibilities
- Lead North American operations across Onboarding, Customer Support, and Payments Operations.
- Translate regional business objectives into operational plans, priorities, KPIs, and measurable team goals.
- Manage customer support performance, including response times, resolution rates, customer satisfaction, service quality, and productivity.
- Improve implementation processes, onboarding timelines, customer readiness, operational capacity, and customer satisfaction.
- Design scalable processes, structures, and workflows that support growing customer volumes.
- Analyze customer feedback, operational dashboards, and performance indicators to identify trends and implement improvements.
- Lead, coach, and mentor Onboarding, Support, and Payments Operations managers.
- Establish operating rhythms, reporting dashboards, and performance reviews.
- Partner with Finance and People teams on workforce forecasting, resource allocation, and team structure.
- Collaborate with Customer Success, Sales, Product, Education, Finance, People, and Global Operations.
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