Director, Customer Operations

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Oversee North America operations, holding overall accountability for Onboarding, Support, and Pay Operations.

• Convert regional business objectives into operational priorities, key performance indicators (KPIs), plans, and team goals.

• Collaborate with the General Manager and North America leadership team to address opportunities, risks, and enhance performance.

• Synchronize Onboarding, Support, and Pay Operations with regional objectives related to growth, retention, customer experience, and efficiency.

• Develop scalable operating models while ensuring high service quality and a positive employee experience.

• Manage Support performance, including metrics for response and resolution times, customer satisfaction, quality, productivity, and service delivery.

• Direct Onboarding performance, focusing on onboarding duration, customer readiness, implementation quality, capacity, and customer satisfaction.

• Leverage customer feedback and operational data to detect trends, root causes, and enhancements in the customer journey.

• Guide, mentor, and nurture Onboarding, Support, and Pay Operations managers.

• Set up operating rhythms, dashboards, and performance evaluations.

• Spearhead workforce and capacity planning in collaboration with Finance and People.

• Collaborate with Customer Success, Sales, Product, Education, and Global Operations to enhance handoffs and overall customer experience.

• Drive continuous improvement initiatives across processes, workflows, documentation, and tools.

• Investigate automation, AI, and data insights to enhance productivity and scalability.

• Lead teams through transitions and foster a culture of continuous improvement.

⛳️ Requirements

• Minimum of 8 years of experience in operations, customer operations, support, onboarding, implementation, customer success operations, or a similar post-sales leadership role.

• Experience in SaaS, technology, or another dynamic, customer-oriented environment is highly desirable.

• Demonstrated experience in leading managers and scaling operational teams within a fast-paced organization.

• Proven track record of establishing and managing operational KPIs, performance reporting, capacity planning, and continuous improvement initiatives.

• Strong commercial insight and an understanding of how operational performance relates to growth, retention, cost, productivity, and customer value.

• Ability to utilize data and insights to identify trends, diagnose issues, and translate them into actionable recommendations.

• Experience in refining processes and constructing scalable operating models as organizations expand.

• Strong skills in change leadership.

• Excellent communication and stakeholder management abilities, including the capacity to influence and constructively challenge senior leaders.

• Highly collaborative mindset and the ability to work effectively across regional and global teams.

🏝️ Benefits

• Comprehensive employer-paid Medical, Dental, Life, AD&D, Short Term Disability, and EAP benefits.

• Wellness perks.

• Optional 401(k) plan.

• Optional upgraded insurance options.

• In-house Learning and Development/Business coaching.

• Access to online learning resources, including LinkedIn Learning.

• Regular social events.

• Employee Resource Groups, clubs, societies, or groups.

• Flexible work arrangements.

• Opportunities for skill enhancement, career growth, and participation in industry events.