Senior Director, Customer Operations

This is a fully remote position, open to applicants in Arizona, +21 more states.

📋 Description

• Direct the Customer Operations team responsible for onboarding, implementing, and providing support to customers across Jellyvision’s range of products.

• Formulate strategy and guide directors and their teams across various product lines.

• Supervise implementation staffing, encompassing both full-time and seasonal personnel.

• Coach and nurture directors and teams while fostering accountability, collaboration, and ongoing improvement.

• Create strategic initiatives, metrics, scalable systems, processes, and talent strategies.

• Collaborate with the Chief Customer Officer to track progress, assess risks, identify challenges, celebrate wins, and refine strategy.

• Oversee implementation capacity across product lines, balancing customer demand, seasonality, and business priorities.

• Manage vendor and broker partnerships to ensure consistent delivery quality.

• Scale implementation operations for ALEX Home.

• Develop the implementation model for Jellyvision’s benefits administration product.

• Set shared implementation standards to ensure quality, consistency, and accountability.

• Act as a senior customer contact and lead the resolution of escalated issues.

• Work in collaboration with Customer Operations, Revenue, Product, and other departments to enhance customer outcomes and operational efficiency.

• Represent implementation and customer operations in strategic planning processes.

• Serve as a liaison between product, operations, and vendor/broker partners.

⛳️ Requirements

• Over 12 years of experience supervising employees in an Implementation or Project Management setting, ideally in HR or SaaS.

• More than 10 years of management experience.

• Proven success in implementing and onboarding enterprise customers in a customer-facing position.

• Experience leading implementations across several product lines at once, preferably including benefits administration or HR technology products.

• History of building high-performing teams.

• Experience managing a distributed workforce, which includes offshore or nearshore teams and third-party vendor/broker relationships.

• Capability to manage implementation capacity, which includes forecasting and vendor management.

• Ability to cultivate positive cross-organizational relationships and influence cross-functional initiatives.

• Skill to make decisions in the face of unclear data, adapt swiftly, and inspire teams through evolving business needs.

• Strategic mindset that aligns execution with broader business objectives.

• Proactive approach and comfort with uncertainty.

• Strong executive presence and communication abilities; capacity to influence and collaborate at all organizational levels.

🏝️ Benefits

• Eligibility for bonuses

• Equity eligibility

• Comprehensive benefits package

• Remote work arrangement

• Optional access to the Chicago office