Director, Customer Operations
Core
Lead and transform customer-facing operations (Onboarding, Support, Payments) across North America for a SaaS organization.
Role type
Senior leadership customer operations director
Builds
Scalable operational strategies and high-performing teams for a growing international SaaS organization
Domain
SaaS / Technology
Required skills
Strategic planning, operational performance management, change leadership, data-driven decision-making, process optimization, cross-functional collaboration, workforce planning, stakeholder management
Preferred skills
SaaS/technology industry background, experience scaling operational functions
Technologies
Automation, AI-driven insights, operational dashboards
Responsibilities
Oversee North American operations across Onboarding, Customer Support, and Payments Operations; Translate business objectives into operational plans and KPIs; Drive performance management and continuous improvement; Build scalable operating models; Use data to identify trends and implement improvements; Lead and mentor operations managers; Manage workforce and capacity planning; Champion organizational change and automation initiatives.
Seniority
Senior, strategic leadership
