Director Customer Operations

Company Description

Kovra Pay Inc. is building an infrastructure layer within the payments ecosystem, focused on enhancing trust, control, and reliability in how money moves. As payments become faster and more automated, Kovra Pay aims to enable consumers and institutions to operate with greater confidence. The company is currently in stealth mode and working closely with a select group of early partners to refine and scale its solutions. Applicants will join a team shaping foundational technology for next-generation payment experiences in a dynamic and evolving environment. Role Description The Director Customer Operations is a full-time, remote role responsible for designing and leading the end-to-end customer operations function at Kovra Pay Inc. This role oversees customer support processes, builds scalable workflows, and ensures a consistent, high-quality experience across all customer touchpoints. The director will track and analyze operational and customer metrics, implement improvements based on data-driven insights, and collaborate with product, engineering, and business teams to address customer needs. Day-to-day responsibilities include managing customer operations staff, setting performance standards, developing policies and playbooks, and driving initiatives that increase customer satisfaction and operational efficiency. The role also involves establishing best practices, supporting key partner relationships, and contributing to strategic decisions related to customer-facing services.

Qualifications

Strong operations management capabilities, with experience in Operations Management and Customer Service processes at a leadership level. Proven focus on customer outcomes, with skills in Customer Experience and Customer Satisfaction and a track record of improving customer journeys. Advanced Analytical Skills, including the ability to interpret complex data, build dashboards, and use insights to guide operational decisions. Experience building or scaling customer operations in fintech, payments, or technology environments is highly beneficial. Demonstrated people management skills, including team leadership, coaching, and performance management in a remote setting. Excellent communication and collaboration abilities, with comfort working cross-functionally and with external partners. Bachelor’s degree in business, operations, or a related field; an advanced degree or equivalent experience in high-growth environments is a plus. Comfort operating in early-stage or stealth-mode companies, with adaptability and willingness to build processes from the ground up.