Senior Director of Client Operations

Job Summary

Leading and scaling the client-facing support organization, the full-time Senior Director of Client Operations will oversee customer experience, operational excellence, and retention strategy in a remote environment.

Key responsibilities

• Lead, mentor, and develop the Client Services organization while establishing service standards and customer success processes
• Own scalable onboarding and implementation frameworks for new merchants, ensuring successful launches and improved merchant experiences
• Develop operational visibility across client health and support operations, tracking key metrics and identifying opportunities for process improvement

Required qualifications

• 7+ years of experience in Customer Success, Client Services, Account Management, or Support leadership
• 3+ years managing high-performing customer-facing teams
• Strong experience within ecommerce, SaaS, subscription commerce, payments, or Shopify ecosystems
• Deep understanding of ecommerce operations, checkout systems, and merchant success metrics
• Strong analytical and operational mindset with experience using data to drive decisions