Director of Operations

This is a fully remote position, open to applicants in United States, +15 more locations.

📋 Description

• Oversee North America operations with comprehensive responsibility for Onboarding, Support, and Pay Operations.

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

• Collaborate with the General Manager and the North America leadership team to pinpoint opportunities, risks, and areas for performance enhancement.

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

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

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

• Oversee Onboarding performance metrics, including onboarding duration, customer readiness, implementation quality, capacity, and customer satisfaction.

• Analyze customer feedback and operational data to detect trends, root causes, and opportunities for enhancing the customer journey.

• Lead, mentor, and develop managers in Onboarding, Support, and Pay Operations.

• Establish operating rhythms, dashboards, and performance review processes.

• Direct workforce and capacity planning in collaboration with Finance and People teams.

• Partner with Customer Success, Sales, Product, Education, and Global Operations to improve handoff processes.

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

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

• Guide teams through transitions and foster a culture of ongoing 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 a SaaS, technology, or other dynamic, customer-driven environments is highly preferred.

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

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

• Strong commercial insight and comprehension of how operational performance relates to growth, retention, costs, productivity, and customer value.

• Proficient in utilizing data and insights to identify trends, diagnose issues, and translate them into actionable recommendations.

• Experience in enhancing processes and developing scalable operational models as the organization expands.

• Exceptional change leadership skills.

• Outstanding communication and stakeholder management abilities, with the confidence to influence and constructively challenge senior leaders.

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

🏝️ Benefits

• Comprehensive employer-funded Medical, Dental, Life, AD&D, Short Term Disability, and Employee Assistance Program (EAP) benefits.

• Wellness benefits.

• Optional 401(k) plan.

• Optional enhanced insurance options.

• In-house Learning and Development/Business coaching.

• Access to online learning resources, including LinkedIn Learning.

• Regular social events.

• Opportunities to join Employee Resource Groups, clubs, societies, or other groups.

• Flexible work arrangements.

• Opportunities for skill development, career progression, and participation in industry events such as ShipitCon.