Director, Customer Operations

📋 Description

• Lead Customer Operations: Oversee North American operations across Onboarding, Customer Support
• Develop Operational Strategies: Translate regional business objectives into clear operational
• Drive Performance Management: Own operational performance across customer support, including
• Optimize Customer Onboarding: Improve implementation processes, onboarding timelines, customer
• Build Scalable Operating Models: Design and implement processes, structures, and workflows that
• Use Data to Drive Decisions: Analyze customer feedback, operational dashboards, and performance

🎯 Requirements

• Professional Experience: At least 8 years of experience in operations, customer operations
• Industry Background: Previous experience in SaaS, technology, or another fast-paced
• Leadership Experience: Proven ability to lead managers, develop high-performing teams, and scale
• Operational Performance Management: Demonstrated experience establishing and managing KPIs
• Strategic and Commercial Acumen: Strong understanding of how operational performance influences
• Data-Driven Decision-Making: Ability to interpret operational data, identify performance trends

🎁 Benefits

• Fully Remote Work: Flexible remote working arrangements, allowing you to work from eligible
• Comprehensive Healthcare Coverage: Employer-paid medical, dental, and life insurance benefits.
• Additional Insurance Protection: Employer-paid accidental death and dismemberment (AD&D) and
• Employee Assistance Program: Access to an EAP offering resources and support for personal and
• Wellness Perks: Additional benefits and initiatives designed to support employee health and overall
• Retirement Savings: Access to an optional 401(k) retirement savings plan and additional financial