Director of Customer Operations
Greater NYC Area
1 week ago
As the Director, Customer Operations, you will serve as an individual contributor responsible for aligning the customer experience strategy to execution with critical focus on improving team efficiency and customer net retention. We’re looking for someone who can roll up their sleeves and own the deliverables below, with support from our data team.
You will define segmentation, capacity and coverage operating models, and partner with our Finance team on respective customer success compensation targets. You will provide reporting and insights across the complete book of business health and assist with analyzing where we can improve efficiencies across Support and Services (i.e. utilization). You will create reporting, and analysis of leading and lagging indicators across customer segments, and you will assist with training our Customer Success team on all essential systems and processes. This position will report to the Chief Customer Officer.