Senior Director of Customer Operations
Job Summary
Leading the Customer Support and Customer Solutions organizations, the full-time Senior Director of Customer Operations will set strategic direction, oversee technical support operations, and enhance service delivery while working remotely.
Key responsibilities
- Develop and coach high-performing managers and teams to foster a culture of accountability and continuous improvement
- Establish operational strategies, manage key performance measures, and improve service quality and efficiency across North America
- Utilize data and customer insights to identify trends, guide operational decisions, and implement scalable solutions for customer challenges
Required qualifications
- 10+ years of leadership experience in customer operations or related SaaS/technology environments, including managing multilayered teams
- Proven track record of scaling customer-facing operations and delivering measurable improvements during periods of transformation
- Strong operational expertise in technical support, service delivery, and key performance indicators
- Experience in leveraging data, automation, and AI tools to enhance workflows and build scalable solutions
- Demonstrated ability to lead cross-functional teams and communicate effectively at the executive level
Complete Job Description
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