Senior Director of Customer Operations

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

📋 Description

• Lead, mentor, and cultivate managers and leaders within Customer Support and Customer Solutions.

• Define the strategy and operational direction for North American Customer Support and Customer Solutions while ensuring consistency across shared global processes.

• Supervise technical support operations, service delivery, support workflows, service-level agreements, escalations, and operational performance.

• Establish and oversee metrics including customer satisfaction, backlog, service levels, utilization, capacity, quality, and efficiency.

• Identify operational and customer challenges, address underlying causes, and implement scalable solutions.

• Utilize data and customer insights to detect trends, inform decisions, and recommend investments, resource allocation, and business priorities.

• Assess and incorporate AI-enabled tools and automation.

• Collaborate with Product, Engineering, Sales, Customer Success, and Implementation to enhance handoffs, escalation pathways, and the customer experience.

• Provide leadership during complex escalations, outages, and other high-impact customer situations.

• Work alongside the Senior Vice President of Customer Operations on planning, organizational capacity, and strategic initiatives.

⛳️ Requirements

• 10+ years of progressive leadership experience in customer operations, customer support, technical support, professional services, implementation, or a related SaaS or technology environment, including experience managing managers or multilayered teams.

• Proven success in scaling customer-facing operations, developing leaders, and achieving measurable improvements during periods of growth, transformation, or significant change.

• Strong operational expertise in technical support or service delivery, encompassing KPIs, SLAs, customer satisfaction, backlog, capacity planning, and escalation management.

• Demonstrated ability to leverage data, systems thinking, automation, and AI-enabled tools to identify root causes, enhance workflows, and create scalable solutions.

• Strong cross-functional leadership experience collaborating with Product, Engineering, Sales, Customer Success, Implementation, or similar functions.

• Exceptional executive-level communication and influence skills, with the capability to translate operational data into succinct recommendations, business cases, and measurable outcomes.

• Ability to operate independently, make informed decisions with incomplete information, and lead effectively through ambiguity, change, and high-impact customer situations.

• Preferred: Experience in designing or enhancing support tiers, SLAs, service playbooks, escalation processes, or cross-functional handoffs.

• Preferred: Experience working across multiple products, platforms, or regions.

• Preferred: Familiarity with Salesforce and enterprise reporting or business intelligence platforms such as Power BI, Domo, or similar tools.

• Preferred: Earlier-career experience in customer support, technical services, professional services, or implementation.

🏝️ Benefits

• Fully Remote Work: Work where you're most productive—we trust you.

• Unlimited PTO: Recharge when you need to—we support work-life balance.

• Career Growth: Unlimited access to our Learning & Development library, including our own HSI LMS content.

• Well-Being First: Full medical, dental, vision, and mental health coverage.

• Secure Your Future: Generous $1:$1 401(k) company match—your future is important to us.