Director, Customer Operations
Core
Strategic leader overseeing Onboarding, Customer Support, and Payments Operations across North America to drive operational efficiency and customer retention.
Role type
Senior leadership customer operations director
Builds
Scalable operating models for a growing international SaaS organization
Domain
SaaS / Technology
Required skills
Strategic planning, team leadership, operational performance management, process optimization, change management, data analysis, cross-functional collaboration, workforce planning, automation integration
Preferred skills
SaaS industry experience, scaling operational functions, KPI framework development, stakeholder influence
Technologies
Automation tools, AI-driven insights, operational dashboards
Responsibilities
Lead North American operations across Onboarding, Support, and Payments; translate business objectives into operational plans; manage operational performance metrics; optimize onboarding processes; design scalable workflows; analyze data to drive decisions; mentor operations managers; implement performance frameworks; plan workforce capacity; collaborate with Sales, Product, and Finance; champion continuous improvement; leverage technology for productivity; lead organizational change.
Seniority
Senior, hands-on IC