Director of Customer Operations

Company Description

Cohesion (YC P26) is a technology-driven company focused on building scalable solutions that help organizations streamline and optimize their customer-facing operations. As a Y Combinator–backed startup, Cohesion operates in a fast-paced environment where experimentation, data-driven decisions, and ownership are encouraged. Team members work collaboratively across functions to design and deliver products that improve customer experience and operational efficiency. The company embraces a remote-first culture, providing flexibility while maintaining high standards of performance and communication. Cohesion values curiosity, integrity, and a commitment to creating meaningful impact for customers. Role Description The Director of Customer Operations is a full-time, remote role responsible for leading and optimizing end-to-end customer operations. This role oversees the teams and processes that support customer onboarding, support, success, and ongoing account management to ensure consistent, high-quality experiences. Day-to-day responsibilities include analyzing operational performance, designing and implementing process improvements, defining service standards, and ensuring that customer feedback informs product and operational decisions. The Director will collaborate closely with cross-functional partners in product, engineering, sales, and finance to align customer operations with company goals and growth initiatives. This role also involves building and mentoring a high-performing operations and customer-facing team, setting clear KPIs, and driving execution against them.

Qualifications

Strong Operations Management and Customer Service skills, with experience leading customer-facing teams and optimizing workflows. Expertise in Customer Experience and Customer Satisfaction, including designing measurable programs to improve retention and loyalty. Advanced Analytical Skills for interpreting data, building dashboards, and making informed decisions about process and performance. Proven ability to develop and implement customer operations strategies in a scaling or startup environment. Experience managing remote or distributed teams, with strong communication and collaboration skills. Demonstrated ability to work cross-functionally with product, engineering, and sales to align customer operations with business objectives. Comfort with modern customer support and CRM tooling; familiarity with automation and self-service solutions is a plus. Bachelor’s degree in business, operations, or a related field; equivalent experience will be considered.