Director Customer Operations Job Description Template
Our company is looking for a Director Customer Operations to join our team.
Responsibilities:
- Understanding our current customer operations approach, and diagnosing the key areas that need to be addressed;
- Identifying the right blend of proactive and reactive support activities to provide the right support for each of our practices;
- Growing and mentoring a performance-focused Customer Operations team by breaking down barriers to their progress;
- Optimize AWS billing, including the selection and management of Reserved Instances;
- Creating a supportive and positive team dynamic that focuses on safety and vulnerability that allows the team to bring their whole-self to work;
- Automate cloud services using technologies like AWS CloudFormation, Terraform, Jenkins etc;
- Managing churn metrics by retaining healthy accounts and removing those accounts that don’t fit with the Opencare platform;
- Creating a set of playbooks and processes that help our dental practices grow revenue and in turn, assist in driving revenue for Opencare;
- Outlining a clear strategy for how the team will scale to align with the growth of dentists across the US and Canada;
- Create and evolve runbooks to facilitate efficient management and troubleshooting;
- Building out a suite of dash-boarding and reporting tools that give you complete control and insight of all active accounts.
Requirements:
- You’ve spent time spent in customer facing functions, such as Account Management, Customer Success, Customer Support, or Support Operations;
- Experience and interest in managing people and helping to resolve the challenges that emerge in a rapid growth environment;
- You’re a strong collaborator across the company with the ability to influence and lead others;
- A coaching mindset; you’ve helped individuals grow and scale with the business and you’re eager to build out a team of high-performers once again;
- Ability to communicate with the Executive team and advocate for the Customer Operations function at a strategic level.