Director of Customer Operations

Job Context

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

What You’ll Do

• Coordinate across functions to optimize operations and remove friction in the customer & customer marketing organizations, optimizing returns on investment

• Own business inspections, root cause and corrective actions, weekly “run-the-business” meetings and quarterly business reviews

• Conduct ad-hoc analysis of business and customer data

• Liaise with Finance on budgets and then translate them to operational targets for the Customer & Customer Marketing teams

• Drive the Customer ‘go-to-market’ plan, to include capacity planning, compensation plan design, quotas and operational target setting to ensure targets are achieved

• Develop a deep understanding of Customer segments and metrics, historical trends and attainment vs. our plan and operational targets 

• Ensure that customer retention and growth is predictable and on target by tracking daily and weekly progress vs. business targets

• Enable our Chief Customer Officer & Chief Marketing Officer to efficiently manage and scale their business

What You’ll Bring

• Business Acumen - Knows how a business works. Committed to the success of the company and customers. Big picture mindset. Understands how different functions interrelate.

• Administration - Effectively manages and organizes tasks and responsibilities. High attention to detail. Completes tasks in a timely and accurate manner. Able to prioritize and manage time well.

• Decision Quality - Able to make sound decisions that keeps the organization moving forward. Uses data and business insights. Avoids 'groupthink'. Is rational and objective, and takes into account ethical and moral considerations.

• Drive For Excellence - Pursues high standards and exceptional performance. Motivates others to do their best and achieve goals. Take ownership of their work and inspire others through their commitment to excellence.

• Global Perspective - Understands a global business with consideration for the factors surrounding this. Considers diverse perspectives and understands how they influence global dynamics.

• Influence - Relationship building. Persuasion skills. Credibility. Uses data to support arguments. Able to identify who has influence on decisions. Maintains good relationships with internal network.

Our Core Values

We Are One Team

We Are Customer CentricWe Are Growth MindedWe Are AccountableWe Celebrate SuccessSimpro, AroFlo, BigChange & ClockShark are equal opportunity employers with a best-of-class onboarding program and supportive team environments. This means that we want everyone to feel welcome with us and to 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.

If you'd like to join a fun and progressive organization, where there are opportunities to develop your career, please apply now with your CV/resume.

*Please note, no agencies will be accepted in the recruitment of this role.