Director, Customer Operations

Role Overview

The Director, Customer Operations, will lead the North America operations, translating regional business goals into clear operational priorities, and building scalable operating models to enable growth while maintaining service quality and a strong employee experience.

What You Will Do

The role involves leading North America operations, building scalable operating models, improving customer onboarding and support, and using data and insight to continuously improve the customer journey.

Why It Might Be a Fit

The ideal candidate will have 8+ years of experience in operations, customer operations, or a related post-sales leadership environment, with strong commercial acumen and change leadership skills.

Requirements

• 8+ years’ experience across operations, customer operations, support, onboarding, implementation, customer success operations or a related post-sales leadership environment
• Experience within SaaS, technology or another fast-paced, customer-led environment is strongly preferred
• Proven experience leading managers and scaling operational teams in a fast-paced organisation
• Experience establishing and managing operational KPIs, performance reporting, capacity planning and continuous improvement programmes
• Strong commercial acumen and an understanding of how operational performance connects to growth, retention, cost, productivity and customer value
• The ability to use data and insight to identify trends, diagnose problems and turn them into clear actions and recommendations
• Experience improving processes and building scalable operating models as an organisation grows
• Strong change leadership skills, with the ability to bring teams and managers through change with clarity and empathy
• Excellent communication and stakeholder management skills, including the confidence to influence and constructively challenge senior leaders
• A highly collaborative approach and the ability to work effectively across regional and global teams

Benefits

• Fully employer-paid benefits including Medical, Dental, Life, AD&D, Short Term Disability, an EAP, and wellness perks
• Optional extras, such as a 401(k) and a range of upgraded insurance options
• Career development through in-house Learning and Development/Business coach and online resources
• Regular social events and opportunities to join or champion Employee Resource Groups