Director of Customer Operations

What You’ll Do

• Cook up cross-functional coordination to streamline operations and reduce friction within the customer and customer marketing organizations.
• Oversee business inspections, pinpoint root causes, and implement corrective actions. Lead weekly “run-the-business” meetings and quarterly business reviews.
• Carry out ad-hoc analyses of business and customer data.
• Liaise with Finance to set budgets and translate them into operational targets for the Customer & Customer Marketing teams.
• Develop the Customer ‘go-to-market’ plan, including capacity planning, compensation plan design, quotas, and operational target setting to ensure targets are met.
• Build a comprehensive understanding of Customer segments and metrics, tracking historical trends and comparing actual performance against plans and targets.
• Ensure customer retention and growth are predictable and on track by monitoring daily and weekly progress against business targets.
• Support the Chief Customer Officer and Chief Marketing Officer in managing and scaling their businesses effectively.

What You’ll Bring

• Business Acumen - Demonstrated knowledge of how a business operates, commitment to company and customer success, big-picture thinking, ability to understand function interrelations, effective task management, high attention to detail, timely and accurate task completion, time management, decision-making based on data and business insights, avoiding groupthink, rational and objective approach, taking ethical and moral considerations into account, pursuit of high standards and excellence, motivation of others, ownership of work, inspiring through commitment to excellence, global perspective, consideration of diverse perspectives, influence, relationship building, persuasion skills, credibility, data-supported arguments, identification of influential parties, maintenance of good relationships with internal network.

What We Can Offer You

• Comprehensive medical, dental, vision package with 100% employer-paid options.
• Additional benefits including Health Savings Account, Flexible Spending Account, Critical Illness Insurance, Hospital Insurance, Accident Insurance, Life Insurance and AD&D, and Disability Insurance available to purchase.
• Wellness Challenge App, Diabetes Prevention App, and Health Hub App.
• Talent Referral Program – get rewarded for referring a friend to join our team!
• Diverse training & internal networking opportunities across all of our product lines.
• Opportunities for career progression and development.
• Service recognition awards.

Our Core Values

• We Are One Team
• We Are Customer Centric
• We Are Growth Minded
• We Are Accountable
• We Celebrate Success

About the Role

The Director of Customer Operations will serve as the strategic partner to the CCO, global Customer (Account Management, Lifecycle Services & Support) teams, and the Customer Marketing team. The director oversees a small team of operations analysts, providing critical insights to stakeholders through operational and financial metrics.

Requirements

Not specified.

Qualifications

Not specified.

Skills

Not specified.

Benefits

Not specified.

Pay

Not specified.

Schedule

Not specified.

Equal Opportunity Employer

Simpro, AroFlo, BigChange & ClockShark are equal opportunity employers with a best-of-class onboarding program and supportive team environments. We want everyone to feel welcome with us and provide equal opportunities for everyone, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation, or any other non-performance factor.