Senior Director of Customer Operations
Job Summary
Hands-on and strategic, the full-time salaried Senior Director of Customer Operations will lead the operating model, systems strategy, and automation roadmap across Customer Success, Support, Services, and Marketing Operations in a remote setting.
Key Responsibilities
- Serve as the senior leader for Customer Operations strategy, defining the operating model and improving customer lifecycle processes
- Drive the roadmap for AI and automation, identifying opportunities to enhance efficiency and customer outcomes
- Oversee systems and processes supporting account health management, proactive customer motions, and lifecycle marketing handoffs
Required Qualifications
- 8+ years of experience in Customer Operations, Customer Success Operations, or related functions within a SaaS or technology company
- 4+ years of experience leading teams and major cross-functional initiatives
- Strong experience with platforms such as Gainsight, Salesforce, and Jira
- Proven ability to design and improve complex processes involving data, people, and technology
- Experience implementing AI and automation use cases in business operations
Complete Job Description
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