Director, Customer Operations

🔥 18 minutes ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

⏰ Full Time

🔴 Lead

⚙️ Operations

👻 Ghost score 10%

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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Phorest Software

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2003

💼 Consulting

📣 Marketing

🏥 Healthcare

💰 $12M Debt Financing - Phorest on 2022-03

Consulting • Marketing • Healthcare

Phorest Software is a software company that builds and delivers a cloud-based platform to support salons and businesses in the beauty industry. Founded in 2002, Phorest provides salon management tools including bookings, payments (PhorestPay), client management, marketing and analytics, serving thousands of salon customers globally while emphasizing community, sustainability and employee culture. The company operates as a B2B SaaS provider with a distributed, growth-focused workforce of 400+ employees.

📋 Description

• Lead North America operations, with overall responsibility for Onboarding, Support, and Pay Operations • Translate regional business goals into operational priorities, KPIs, plans, and team objectives • Partner with the General Manager and North America leadership team on opportunities, risks, and performance improvements • Align Onboarding, Support, and Pay Operations with regional growth, retention, customer experience, and efficiency goals • Build scalable operating models while maintaining service quality and employee experience • Own Support performance, including response and resolution times, customer satisfaction, quality, productivity, and service delivery • Lead Onboarding performance, including onboarding time, customer readiness, implementation quality, capacity, and customer satisfaction • Use customer feedback and operational data to identify trends, root causes, and customer-journey improvements • Lead, coach, and develop Onboarding, Support, and Pay Operations managers • Establish operating rhythms, dashboards, and performance reviews • Lead workforce and capacity planning with Finance and People • Partner with Customer Success, Sales, Product, Education, and Global Operations to strengthen handoffs and customer experience • Lead continuous improvement initiatives across processes, workflows, documentation, and tooling • Explore automation, AI, and data insights to improve productivity and scalability • Lead teams through change and build a culture of continuous improvement

🎯 Requirements

• 8+ years’ experience across operations, customer operations, support, onboarding, implementation, customer success operations, or a related post-sales leadership environment • Experience within SaaS, technology, or another fast-paced, customer-led environment strongly preferred • Proven experience leading managers and scaling operational teams in a fast-paced organisation • Experience establishing and managing operational KPIs, performance reporting, capacity planning, and continuous improvement programmes • Strong commercial acumen and understanding of how operational performance connects to growth, retention, cost, productivity, and customer value • Ability to use data and insight to identify trends, diagnose problems, and turn them into clear actions and recommendations • Experience improving processes and building scalable operating models as an organisation grows • Strong change leadership skills • Excellent communication and stakeholder management skills, including influencing and constructively challenging senior leaders • Highly collaborative approach and ability to work effectively across regional and global teams

🏖️ Benefits

• Fully employer-paid Medical, Dental, Life, AD&D, Short Term Disability, and EAP benefits • Wellness perks • Optional 401(k) • Optional upgraded insurance options • In-house Learning and Development/Business coach • Online learning resources, including LinkedIn Learning • Regular social events • Employee Resource Groups, clubs, societies, or groups • Flexible work arrangements • Opportunities for skill enhancement, career advancement, and attending industry events