Director of Operations

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director of Operations based in United States.

This is a senior leadership opportunity focused on shaping and scaling customer operations across North America.

You will oversee Onboarding, Support, and Pay Operations while ensuring a consistent, high-quality customer experience.

The role combines strategic planning with hands-on operational leadership in a fast-growing, customer-focused SaaS environment.

You will translate business objectives into measurable priorities, scalable operating models, and high-performing teams.

Working cross-functionally, you will connect Sales, Customer Success, Product, Finance, People, and Operations to strengthen the entire post-sales journey.

You will also drive continuous improvement through data, automation, AI, and better processes and workflows.

This role offers significant influence over regional growth, customer retention, operational efficiency, and leadership development.

Accountabilities

• Lead North American operations with overall responsibility for the performance of Onboarding, Support, and Pay Operations teams.
• Translate regional growth objectives into clear operational priorities, KPIs, plans, and team-level goals.
• Partner with senior regional leadership to identify performance opportunities, operational risks, and areas for improvement.
• Ensure post-sales operations support customer growth, retention, satisfaction, efficiency, and overall business objectives.
• Build scalable operating models that allow customer volumes to grow while maintaining service quality and a strong employee experience.
• Own Support performance metrics, including response and resolution times, customer satisfaction, quality, productivity, and service delivery.
• Improve onboarding performance across implementation timelines, customer readiness, capacity, quality, and satisfaction.
• Analyze customer feedback and operational data to identify trends, root causes, and opportunities to improve the customer journey.
• Lead, coach, and develop managers across Onboarding, Support, and Pay Operations, strengthening accountability and leadership capability.
• Establish operating rhythms, dashboards, and performance reviews that provide leadership with clear visibility into priorities and results.
• Lead workforce and capacity planning in partnership with Finance and People teams.
• Collaborate with Customer Success, Sales, Product, Education, and global operations teams to improve handoffs and create a seamless customer experience.
• Identify and lead continuous improvement initiatives spanning processes, workflows, documentation, systems, and tooling.
• Evaluate opportunities to use automation, AI, and data insights to increase productivity and scalability while protecting customer and employee experience.
• Lead teams effectively through organizational and operational change, ensuring initiatives are communicated clearly and implemented successfully.
• Foster a culture of continuous improvement in which teams are encouraged and empowered to identify better ways of working.

Requirements

• 8+ years of experience in operations, customer operations, support, onboarding, implementation, customer success operations, or a related post-sales leadership function.
• Proven experience leading managers and scaling operational teams within a fast-paced organization.
• Experience in SaaS, technology, or another customer-centric, high-growth environment is strongly preferred.
• Demonstrated experience establishing and managing operational KPIs, performance reporting, capacity planning, and continuous improvement programs.
• Strong commercial understanding, with the ability to connect operational performance to growth, retention, cost, productivity, and customer value.
• Strong analytical and problem-solving skills, with the ability to use data and customer insights to identify trends, diagnose root causes, and translate findings into actionable recommendations.
• Experience designing and implementing scalable processes and operating models as organizations grow.
• Strong change-management and leadership capabilities, with the ability to guide teams through transformation with clarity, empathy, and accountability.
• Excellent communication and stakeholder-management skills, including the confidence to influence and constructively challenge senior leaders.
• Highly collaborative approach and the ability to work effectively across regional, cross-functional, and global teams.
• Strong people-leadership skills, including coaching, mentoring, performance management, and leadership development.
• A data-driven, customer-focused mindset with a strong commitment to measurable operational outcomes.
• Comfortable exploring automation, AI, and emerging technologies as tools for improving efficiency and scalability.
• Candidates are encouraged to apply even if they do not meet every listed qualification but can demonstrate strong transferable experience and leadership capabilities.

Benefits

• Fully remote work environment with flexible working arrangements.
• Employer-paid Medical, Dental, Life, AD&D, and Short-Term Disability coverage.
• Employer-paid Employee Assistance Program and wellness benefits.
• Optional 401(k) plan.
• Optional upgraded insurance coverage.
• Professional development and career-growth opportunities.
• Access to an in-house Learning & Development and Business Coach.
• Online learning resources, including LinkedIn Learning.
• Regular social events designed to build team connection and camaraderie.
• Employee Resource Groups and opportunities to join or champion community initiatives.
• Inclusive, collaborative, and supportive workplace culture.
• Opportunities to work on meaningful technology initiatives with significant customer and business impact.