Director of Customer Operations

Job not on LinkedIn

🔥 12 hours ago

🇺🇸 United States – Remote

💵 $140k - $165k / year

⏰ Full Time

🔴 Lead

⚙️ Operations

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Anthology Inc

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💰 Venture Round on 2023-01

Anthology delivers education and technology solutions so that students can reach their full potential and learning institutions thrive. Millions of students around the world are supported throughout their education journey via Anthology’s ecosystem of flagship SaaS solutions and supporting services, including the award-winning Blackboard® (LMS), Anthology® Student (SIS/ERP), and Anthology® Reach (CRM). Through the Power of Together, we are uniquely inspiring educators and institutions with innovation that is meaningful, simple and intelligent to help customers redefine what’s possible and create life-changing opportunities for people everywhere. www.anthology.com.

📋 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, and productivity • Implement and drive 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 needs, and adoption plans • Partner with Technology, Product, Security, Legal, and Support leaders on accurate, secure, compliant AI capabilities • Build voice-of-customer and voice-of-support processes to convert 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 • Create employee enablement plans, playbooks, job aids, onboarding materials, and continuous learning routines • Assess skill gaps and adoption barriers and recommend coaching, training, process changes, or role clarification • Define and operationalize new support and services offerings with Product, Customer Success, Sales, Services, and Finance • Create scalable, financially viable delivery models and operational playbooks • Prepare supportability, knowledge readiness, escalation paths, service definitions, and enablement for new Blackboard solutions before launch • Provide leadership visibility through dashboards, operating reviews, and business case tracking

🎯 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 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 • Experience in education technology, enterprise SaaS, customer support for complex platforms, or global support environments • Experience with AI, agent assist, virtual assistants, intelligent routing, support automation, knowledge automation, quality automation, or agentic workflows • Experience building product feedback loops based on support data, customer sentiment, usage data, defect trends, and enhancement requests • Experience defining packaged services, premium support offerings, adoption services, managed services, or proactive support models • Experience leading distributed or global teams and influencing without direct authority • Must be legally authorized to work in the country where the role is based at the time of hire and maintain that authorization throughout employment • Company does not provide visa sponsorship or immigration support

🏖️ Benefits

• Company bonus • Benefits