Director, Customer Operations

We're hiring for a committed and influential Director, Customer Operations to guide TigerConnect through the next growth phase. Reporting to the Head of Revenue Operations, this role requires a dynamic and collaborative individual who can streamline our customer services operations functions for increased productivity and process scalability. You will be tasked with driving key strategic and operational initiatives to enhance customer success effectiveness and efficiency, as well as providing insightful reports on productivity. 

You'll primarily focus on creating, developing, and initiating programs, processes, and tools to improve operational effectiveness. Furthermore, you'll enable the tracking of customer success throughout their lifecycle. If your passion lies in delivering unparalleled customer experiences and driving high-impact initiatives that result in highly satisfied customers, this role is tailor-made for you! 

What You’ll Be Doing: 

• Lead the Customer Operations function and oversee the effective support for the Customer Success Group  

• Review, design, and implement scalable processes and best practices to improve operational efficiency 

• Establish and track key performance indicators (KPIs) related to Customer Success, ensuring alignment with company objectives 

• Own, in partnership with our Chief Customer Officer, Customer Tiering & Segmentation, Customer Health Management, and the Customer engagement model & playbooks 

• Support the development and operationalization of the broader GTM strategy and plan  

• Leverage data analytics to identify opportunities for improvement and drive business decisions 

• Partner with other RevOps team and business leaders to deliver seamless customer service and meet business goals 

• Partner with the Sales and Customer Success teams to ensure smooth customer transitions and high customer satisfaction 

• Utilize expertise in SaaS industry tools such as CRM systems, customer success platforms, and analytics software to enhance operations (we use SFDC, Gainsight, and Kantata) 

• Foster a culture of continuous improvement, encouraging innovation and efficiency within the team 

What You Bring: 

• A minimum of 10 years' experience in an operations role mostly within the SaaS industry 

• Strong knowledge of SaaS Customer Services metrics, operations, and tools 

• Excellent data analysis skills and experience in using data to inform operational improvements 

• Exceptional project management and multitasking abilities 

• Strong interpersonal and communication skills, with the ability to build relationships with key stakeholders and customers 

• Proven track record in driving operational efficiency and customer satisfaction 

• Experience with CRM systems, customer success platforms, and analytics software 

The ideal candidate is a problem-solver with a customer-oriented mindset, demonstrating strong leadership and strategic planning skills. If you're ready to take on a challenging role in a fast-paced SaaS environment and drive significant impact on our customer operations, we would love to hear from you! 

• Enjoy remote flexibility with teams across the US and globally - plus prime office space in Santa Monica, California 

• Excellent Medical, Dental, and Vision insurance for you and your family plus a 401k match  

• Focus on your well-being through our wellness reimbursement program and company-wide wellness days (extra days off to rest and recharge) 

• Our flexible time off lets you work hard and play hard—on your schedule 

• Join a mission-driven team committed to making a real impact in the world of healthcare