Director of Customer Journey Operations

Job Summary

A company is looking for a Director of Customer Journey Operations.

Key Responsibilities

• Define and measure operational strategies to enhance customer outcomes and organizational efficiency
• Translate customer success strategies into actionable execution plans with clear ownership and KPIs
• Design and optimize scalable processes for customer onboarding, adoption, renewals, and risk mitigation

Qualifications

• 10+ years of experience in customer success or operations in B2B SaaS, with 3-5 years in a leadership role
• Hands-on experience with CRM and customer success platforms
• Strong analytical and strategic thinking skills with a data-driven approach
• Proven ability to collaborate across functions and drive consensus among stakeholders
• Demonstrated leadership and project management capabilities