Senior Director of Customer Operations

Job Summary

Leading a team of directors in a remote setting, the full-time Senior Director of Customer Operations will set strategy and oversee the onboarding, implementation, and support of customers across multiple product lines, including ALEX Home and a benefits administration platform.

Key responsibilities

• Lead and develop a team of directors, ensuring clarity and support for their teams across various product lines
• Build scalable systems and processes to enhance operational effectiveness and improve customer experiences
• Manage implementation delivery for all product lines, ensuring smooth transitions for customers from kickoff to launch

Required qualifications

• 12+ years of experience in managing employees within an Implementation or Project Management environment, preferably in HR or SaaS
• 10+ years of management experience with a successful track record in implementing and onboarding Enterprise customers
• Experience leading implementations across multiple product lines, ideally including benefits administration or HR technology products
• Proven ability to manage capacity in an implementation or professional services environment, including vendor management
• Strong executive presence and communication skills, with the ability to influence and collaborate across all organizational levels