Director of Customer Operations

Job Summary

To support a growing customer experience initiative, the full-time remote Director of Customer Operations will design customer-centric operating models, improve critical customer lifecycle moments, and lead cross-functional collaboration to enhance retention and business outcomes.

Key responsibilities

• Design and implement customer-centric workflows that enhance acquisition, retention, and service recovery
• Lead cross-functional sessions to align various departments on shared customer outcomes and operational efficiencies
• Utilize customer insights and operational data to prioritize improvements and measure business impact

Required qualifications

• Bachelor's degree in Business, Operations, Product Management, Hospitality, Engineering, or a related field preferred
• Five or more years of experience in customer operations, revenue operations, or process design
• Demonstrated ability to design and improve complex cross-functional workflows
• Experience with Salesforce, CRM platforms, or workflow automation systems preferred
• Strong facilitation skills with the ability to build consensus among diverse stakeholders