Director of Customer Operations

Job not on LinkedIn

🔥 14 hours ago

🇺🇸 United States – Remote

💵 $140k - $165k / year

⏰ Full Time

🔴 Lead

⚙️ Operations

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Anthology Careers

WebsiteLinkedInAll Job Openings

1 - 10 employees

👥 HR Tech

🤝 B2B

☁️ SaaS

HR Tech • B2B • SaaS

Anthology Careers is a company specializing in onboarding services and HR solutions for businesses. They provide tools and support for processes such as ADP onboarding, Workbright I-9 employment verification, and time and attendance management. The company also offers specific services for Canadian hires, ensuring compliance with various employment laws and regulations. Their platform facilitates the seamless onboarding of new employees while offering assistance through FAQs and live support.

📋 Description

• Lead execution of global support transformation workstreams • Translate transformation goals into roadmaps, milestones, governance routines, operating rhythms, and accountability mechanisms • Refine workflows, escalation paths, ownership models, swarming practices, knowledge processes, and service-level management • Identify bottlenecks and implement scalable processes that improve resolution quality, speed, consistency, productivity, and cost effectiveness • Own implementation and adoption of AI-native support tools, including agent assist, intelligent triage, knowledge recommendations, self-service, automation, and AI-enabled quality insights • Define AI use cases, success metrics, governance requirements, and adoption plans • Partner with Technology, Product, Security, Legal, and Support leaders to ensure AI capabilities are accurate, secure, compliant, and customer-aligned • Build voice-of-customer and voice-of-support processes that turn support trends into product insights • Partner with Product Management to prioritize enhancements using customer impact, case volume, severity, recurrence, support effort, revenue risk, and strategic importance • Establish Product and Support operating reviews and develop dashboards and decision frameworks • Track, quantify, escalate, and resolve customer pain points through cross-functional ownership • Define and drive employee enablement plans for new workflows, tools, role expectations, product knowledge, and communication standards • Create playbooks, job aids, onboarding materials, and continuous learning routines • Assess skill gaps and adoption barriers and recommend coaching, training, process changes, or role clarification • Lead definition and operationalization of new support and services offerings • Partner with Product, Customer Success, Sales, Services, and Finance on scope, packaging, delivery requirements, staffing, and success measures • Create scalable delivery models and operational playbooks for new offerings • Prepare supportability, knowledge readiness, escalation paths, service definitions, and enablement before new solution launches • Report to the Head of Global Support and Services

🎯 Requirements

• 10+ years of experience in customer operations, customer support, customer success operations, services operations, SaaS operations, or related technology services leadership roles • Proven success leading operational transformation across people, process, tools, data, and governance • Experience implementing or scaling support technologies, automation, AI-enabled service capabilities, knowledge management, CRM, case management, or customer engagement platforms • Strong analytical skills, including defining KPIs, building dashboards, interpreting operational data, and converting insights into action • Ability to partner effectively with Product, Engineering, Customer Success, Sales, Finance, Enablement, and senior leadership • Experience designing scalable operating models, service offerings, support playbooks, escalation frameworks, and performance management routines • Excellent executive communication skills • Strong change management skills and ability to lead through ambiguity, competing priorities, and organizational fatigue • Customer-centered mindset with a track record of improving experience while managing cost, capacity, and operational risk • Fluency in written and spoken English • Preferred: experience in education technology, enterprise SaaS, complex-platform customer support, or global support environments • Preferred: experience with AI, agent assist, virtual assistants, intelligent routing, support automation, knowledge automation, quality automation, or agentic workflows • Preferred: experience building product feedback loops from support data, customer sentiment, usage data, defect trends, and enhancement requests • Preferred: experience defining packaged services, premium support, adoption services, managed services, or proactive support models • Preferred: experience leading distributed or global teams and influencing without direct authority • Candidates must be legally authorized to work in the country where the role is based and maintain that authorization; no visa sponsorship or immigration support is provided