Director of Customer Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead the execution of global support transformation workstreams.

• Convert transformation objectives into comprehensive roadmaps, milestones, governance routines, operating rhythms, and accountability mechanisms.

• Enhance workflows, escalation paths, ownership models, swarming practices, knowledge processes, and service-level management.

• Identify bottlenecks and implement scalable processes to enhance resolution quality, speed, consistency, productivity, and cost-effectiveness.

• Oversee the implementation and adoption of AI-native support tools, such as agent assist, intelligent triage, knowledge recommendations, self-service, automation, and AI-enabled quality insights.

• Define AI use cases, success metrics, governance requirements, and adoption strategies.

• Collaborate with Technology, Product, Security, Legal, and Support leaders to ensure AI capabilities are accurate, secure, compliant, and aligned with customer needs.

• Develop voice-of-customer and voice-of-support processes to transform support trends into valuable product insights.

• Work alongside Product Management to prioritize enhancements based on customer impact, case volume, severity, recurrence, support effort, revenue risk, and strategic significance.

• Establish Product and Support operating reviews and create dashboards and decision frameworks.

• Monitor, quantify, escalate, and address customer pain points through cross-functional ownership.

• Define and implement employee enablement strategies for new workflows, tools, role expectations, product knowledge, and communication standards.

• Develop playbooks, job aids, onboarding materials, and ongoing learning routines.

• Evaluate skill gaps and adoption hurdles, recommending coaching, training, process adjustments, or role clarifications as needed.

• Lead the definition and operationalization of new support and service offerings.

• Collaborate with Product, Customer Success, Sales, Services, and Finance on scope, packaging, delivery requirements, staffing, and success metrics.

• Design scalable delivery models and operational playbooks for new offerings.

• Prepare supportability, knowledge readiness, escalation paths, service definitions, and enablement ahead of new solution launches.

• Report directly to the Head of Global Support and Services.

⛳️ Requirements

• A minimum of 10 years of experience in customer operations, customer support, customer success operations, services operations, SaaS operations, or comparable technology services leadership positions.

• Demonstrated success in leading operational transformations across people, processes, tools, data, and governance.

• Experience in implementing or scaling support technologies, automation, AI-enabled service capabilities, knowledge management, CRM, case management, or customer engagement platforms.

• Strong analytical capabilities, including defining KPIs, creating dashboards, interpreting operational data, and translating insights into actionable plans.

• Ability to effectively collaborate with Product, Engineering, Customer Success, Sales, Finance, Enablement, and senior leadership.

• Experience in designing scalable operating models, service offerings, support playbooks, escalation frameworks, and performance management routines.

• Exceptional executive communication skills.

• Strong change management abilities, capable of leading through uncertainty, competing priorities, and organizational fatigue.

• Customer-focused mindset with a proven record of enhancing experiences while managing costs, capacity, and operational risks.

• Proficiency in written and spoken English.

• Preferred: experience in educational technology, enterprise SaaS, complex-platform customer support, or global support environments.

• Preferred: familiarity with AI, agent assist, virtual assistants, intelligent routing, support automation, knowledge automation, quality automation, or agentic workflows.

• Preferred: experience in establishing product feedback loops from support data, customer sentiment, usage data, defect trends, and enhancement requests.

• Preferred: experience in defining packaged services, premium support, adoption services, managed services, or proactive support models.

• Preferred: experience leading distributed or global teams and influencing without direct authority.

• Candidates must possess legal authorization to work in the country where the role is located and maintain that authorization; visa sponsorship or immigration support is not available.

🏝️ Benefits

• Comprehensive health benefits.

• Competitive salary and performance-related bonuses.

• Opportunities for professional development and growth.

• Flexible work arrangements.

• Access to cutting-edge technology and tools.