Senior Director of Customer Operations

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

⚙️ Operations

👻 Ghost score 10%

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HSI

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🏥 Healthcare

🏗️ Construction

📦 Logistics

💰 Private Equity Round on 2023-11

Healthcare • Construction • Logistics

HSI is a comprehensive safety and professional development solutions provider. They offer a range of online and in-person training services including safety training, professional skills development, and industrial skills training. They focus extensively on equipping individuals and organizations with the necessary knowledge to handle safety protocols like CPR, AED, First Aid training, active shooter scenarios, and chemical management. Their services also include the use of AI-driven learning management systems to ensure compliance with safety and environmental regulations, making them a critical partner for industries such as manufacturing, oil and gas, and public safety. Moreover, HSI leverages technology to automate learning processes and integrate safety management systems into daily business operations across a multitude of sectors globally.

📋 Description

• Lead, coach, and develop managers and leaders across Customer Support and Customer Solutions. • Set strategy and operating direction for North American Customer Support and Customer Solutions while supporting consistency across shared global processes. • Oversee technical support operations, service delivery, support workflows, service-level agreements, escalations, and operational performance. • Establish and manage measures including customer satisfaction, backlog, service levels, utilization, capacity, quality, and efficiency. • Identify operational and customer challenges, address root causes, and implement scalable solutions. • Use data and customer insights to identify trends, guide decisions, and recommend investments, resource allocation, and business priorities. • Evaluate and integrate AI-enabled tools and automation. • Partner with Product, Engineering, Sales, Customer Success, and Implementation to strengthen handoffs, escalation pathways, and the customer experience. • Provide leadership during complex escalations, outages, and other high-impact customer situations. • Partner with the Senior Vice President, Customer Operations on planning, organizational capacity, and strategic initiatives.

🎯 Requirements

• 10+ years of progressive leadership experience in customer operations, customer support, technical support, professional services, implementation, or a related SaaS or technology environment, including experience leading managers or multilayered teams. • Demonstrated success scaling customer-facing operations, developing leaders, and delivering measurable improvements during periods of growth, transformation, or significant change. • Strong operational experience across technical support or service delivery, including KPIs, SLAs, customer satisfaction, backlog, capacity planning, and escalation management. • Proven ability to use data, systems thinking, automation, and AI-enabled tools to identify root causes, improve workflows, and build scalable solutions. • Strong cross-functional leadership experience with Product, Engineering, Sales, Customer Success, Implementation, or comparable functions. • Executive-level communication and influence, with the ability to translate operational data into concise recommendations, business cases, and measurable results. • Ability to operate autonomously, make sound decisions with incomplete information, and lead calmly through ambiguity, change, and high-impact customer situations. • Preferred: Experience designing or improving support tiers, SLAs, service playbooks, escalation processes, or cross-functional handoffs. • Preferred: Experience working across multiple products, platforms, or regions. • Preferred: Experience with Salesforce and enterprise reporting or business intelligence platforms such as Power BI, Domo, or comparable tools. • Preferred: Earlier-career experience in customer support, technical services, professional services, or implementation.

🏖️ Benefits

• Fully Remote Work: Work where you're most productive—we trust you. • Unlimited PTO: Recharge when you need to—we support work-life balance. • Career Growth: Unlimited access to our Learning & Development library, including our own HSI LMS content. • Well-Being First: Full medical, dental, vision, and mental health coverage. • Secure Your Future: Generous $1:$1 401(k) company match—your future is important to us.