Director of Customer Operations

Role Description The Director of Customer Operations is a full-time remote role responsible for overseeing end-to-end customer operations and ensuring a consistent, high-quality customer experience. This role leads and mentors customer-facing teams, defines operational standards, and implements best practices to improve service delivery and customer satisfaction. The Director analyzes performance data, identifies trends, and collaborates with cross-functional partners to streamline workflows and resolve complex operational challenges. Day-to-day tasks include managing customer service processes, setting KPIs, optimizing systems and tools, and driving initiatives that enhance customer retention and engagement. The role also involves developing policies, supporting change management, and representing the voice of the customer in strategic discussions.

Qualifications

Strong Operations Management skills with experience leading and scaling customer-facing teams and processes. Proven ability to drive Customer Service excellence and uphold high standards of Customer Satisfaction. Experience enhancing end-to-end Customer Experience through process improvement and cross-functional collaboration. Advanced Analytical Skills, including the ability to interpret operational metrics, identify root causes, and develop data-driven solutions. Demonstrated leadership experience in customer operations or related functions, preferably in a remote or distributed environment. Excellent communication, stakeholder management, and conflict-resolution skills. Ability to design and implement scalable workflows, policies, and standard operating procedures. Bachelor’s degree in business, operations, management, or a related field; advanced degree is a plus. Experience with CRM platforms, customer support tools, and reporting dashboards. Commitment to inclusive, non-discriminatory leadership and fostering a collaborative team culture.