Director of Customer Success, Operations

This is a fully remote position, open to applicants in Arizona, +27 more states.

📋 Description

• Take charge of the complete project management process for significant division initiatives, which encompass assessments, interventions, enrollment, and launches.

• Develop and uphold project plans, timelines, and milestones; identify risks and obstacles.

• Monitor quarterly OKRs and division objectives; keep the VP and function leaders updated.

• Manage the Success division's operational rhythm, including KPI reviews, initiative evaluations, and regular reporting.

• Analyze CRM and operational data; create ad hoc reports, examine performance gaps, recognize trends and root causes, and offer actionable recommendations.

• Design and implement operational solutions.

• Collaborate with Enrollment Advisors, Family Success Managers, Support, Processing, and Program Communications.

• Advocate for Success priorities in cross-functional meetings in the absence of the VP.

• Create and update SOP documentation across division workflows.

• Propel initiatives through implementation and manage operational details as required.

• Follow up on action items from leadership meetings and SLT commitments.

• Establish project tracking systems, reporting intervals, KPI review schedules, and SOP standards.

• Report directly to the VP of Success.

⛳️ Requirements

• A minimum of 4 years of experience in program/project management, operations, or a comparable execution-oriented role.

• Proven ability to manage multiple simultaneous, cross-functional initiatives while maintaining attention to detail.

• Highly analytical; capable of utilizing data to assess performance, identify issues, and make informed decisions.

• Proficient in working directly within CRM and operational systems.

• Experience in creating reports and dashboards, with a quick adaptability to new tools.

• Exceptional written communication skills, particularly for creating practical SOP and process documentation.

• Comfortable navigating ambiguity and taking initiative without extensive oversight.

• Ability to foster accountability among teams without direct authority.

• Experience collaborating with Product, Engineering, or similar technical teams on prioritization is advantageous.

• Background in education, edtech, or high-growth startups is a plus, though not mandatory.

• Must have authorization to work in the United States.

• Eligible residency restricted to the following states: AR, AZ, CO, FL, GA, ID, IN, IL, IO, KS, MA, MD, MN, MO, MT, NC, NM, NV, NY, OH, OK, OR, RI, SC, TN, TX, UT, VA, WA, WI, WV.

🏝️ Benefits

• 401k plan with company matching opportunities.

• Comprehensive health insurance package that includes medical, dental, vision, life, critical illness, accident, STD/LTD, HSA, and FSA with dependent care.

• Fully remote work arrangement.

• Flexibility in work hours.

• Generous paid time off.

• Supportive and collaborative team environment.

• Commitment to a healthy work-life balance.